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Requesting Technology Support

Dear Staff,

Please be advised that no technology issue/request will be addressed unless it has been entered into SchoolDude.  Except in cases of emergency, which are defined as situations where a large number of rooms/individuals are affected or there is imminent danger, no request or issue should be reported via email or phone directly to any technician or myself.  If you do not receive an update on your request within 4-6 hours (excluding weekends/holidays), please contact me and provide the SchoolDude ticket number. For a list of common issues and expected response times, please see the table below.
This process is in place for several reasons:  
  • Using SchoolDude ensures there is a record of your request
  • Requests are properly routed automatically to the individual(s) responsible for support of the specific type and location of issue
  • It provides valuable data that we analyze periodically to identify problem areas and balance workload
  • Technology staff is evaluated on how quickly and efficiently they address requests.  If issues are not entered into SchoolDude, this may negatively impact their evaluation. 

There are a few types of issues that should not be reported using SchoolDude:
  • Genesis Issues (including login)
    These should be reported using the "Genesis Staff Support" form at the bottom of the left-hand column of our homepage.
  • Printer Issues
    Toners, drums and service must be requested using the United Business Systems 1-800 number provided on the device.  In some cases, if the issue is due to connectivity, it may be referred back to our technology department in which case you should open a SchoolDude IT Request with "Network Connectivity" as the type of issue.
  • Security Station/Badge Issues (including on copiers)
    These should be reported using this form: http://goo.gl/6Mg5AZ
Common Issues and Response Times
Issue Response Time
Classroom Desktop (Boot/Power/OS Failure) < 2 Hours
Laptop/Staff Chromebook (Boot/Power/OS Failure) < 2 Hours
SMARTBoard (No Image) < 2 Hours
Office Desktop (Boot/Power Failure) < 3 Hours
Connectivity Issue (Ethernet/WiFi) < 2 Hours
Printer Issue (Non-MFP/Copier) < 24 Hours
MFP/Copier Issue (Internal Support) < 2 Hours
MFP/Copier Issue (External/Vendor Support) < 24 Hours
Phone (Cannot place calls) < 1 Hour
Voicemail Pin Reset < 4 Hours
Software Error (Non-OS Error) < 4 Hours
Software Install Request 24-48 Hours
Windows Login Issue/Password Reset Enroll in self reset tool
Genesis Login Issue/Password Reet < 1 hour
Other Online Application Issue  < 4 Hours
Website Unblock Requests 24-48 Hours

**Please note that while we will make our best effort to meet the response times provided above, we cannot garauntee your issue/request may be fully resolved in the timeframe provided as there are many variables that can impact how quickly an issue is addressed. 

If you are not familiar with SchoolDude or need a refresher on how to use it, please review the attached guide.

Thank you in advance for your cooperation,

Adrian Cepero
District Technology Coordinator


Security Stations


As per Ms. Lewis' email, all staff will be swiping in and out using the security stations at each school beginning 1/27/14.  
How to Swipe
The badge you received has an embedded proximity chip.  You only need to press or hold the card to the front-right side of the security station and it should read it.  Once read you will hear a "beep" and then press F1 to swipe-in or F2 to swipe-out.   If you receive any other message, please see "Reporting Issues" below.
When to Swipe
For security/safety reasons, staff should swipe whenever exiting or entering a building (not necessarily your start/end times).  For example, if you are required to report to work each day by 8:00 AM but you arrive at 7:30, you should swipe-in as soon as you arrive.  If you work any after-school programs, you should swipe-out only at the end of the program (unless program is located in another building).  In cases where the after-school program ends after the building has been locked, a swipe-out is not required at this time.
Staff that travels between buildings
If you travel between buildings, please swipe-out when leaving first location and swipe-in when you arrive at next location.  If you have any issues swiping in another building, please use the link below for reporting issues and select the locations at which you are experiencing issues.  We will need to add you to each security station manually.
Staff without a Badge
If you do not currently have a badge, please use the "Reporting Issues" link below to request one as soon as possible.
Reporting Issues
To report any issues related to badges or security stations, please click here.


Gmail Transition Frequently Asked Questions

email transition

Below are several answers to frequently asked questions regarding the District's transition from Webmail Pro to Gmail.  We will continue to update the list below as information becomes available.

Q.  Why are we switching to Gmail?

Answer:  Gmail is a more modern and powerful email platform that provides a host of tools and features not currently offered by Webmail Pro.  Several features include 30Gb of storage per user, improved syncing of mail on mobile devices, improved search capabilities and complete integration with Google Docs and Google Calendar.

Q. When will we be able to use Gmail?

Answer: Very soon.  We are currently testing Gmail with a small group of early adopters.

Q. What will be my email address after we transition?

Answer: Your email address will remain the same as it is now.  Google Apps for Education allows us to use the Gmail email platform with our exisiting domain (@hackensackschools.org)

Q. What will happen to my old emails?

Answer: We will provide a procedure for transferring your mail to the Gmail platform.  However, this will be limited to received mail only unless you manually forward your sent mail using a special forwarding email address we will provide.  We will also continue our subscription to Webmail Pro's Message Guard system for a period of seven years to satisfy legal retention requirements, which will allow you to still search all of your older mail at any time.

Q. What will happen to my folders?

Answer: Unfortunately, due to limitations of the Webmail Pro platform, mail folders you have created cannot be exported or transferred.  However, all mail in these folders will be transferred in the process, but will all be placed in one folder (that you designate).  It is important to note that Gmail's search feature is very quick and easy to use and may reduce the need for separating email into subfolders.

Q. What will happen to my contacts?

Answer:  Unfortunately, since Webmail Pro is not compatible with modern email platforms, contacts cannot be transferred.  However, in Google you will have access to the Global Address List, which automatically provides suggestions from District contacts as you type an email or name.  You will also be able to add your own contacts very easily and create groups.  

NOTE: Although you will continue to have access to older emails in Webmail Pro for years, contacts will not be available after June 30, 2014.

Q. How much time is required to set up my account?

You'll be able to master the basics -- sending and receiving email and viewing and scheduling meetings -- very quickly. However, the time required to completely move over to Google Apps can vary, depending on the amount of mail you currently have in Webmail Pro. For example, for a typical email migration if you have never used the Gmail platform, expect to spend about 4 to 8 hours over the course of a week or so, to take training, review documentation, and set up your services. 

Q. Will you help me set up and use my Google Apps account?

To help you get started with your new Google Apps account, we'll provide you with documentation that contains instructions for accessing your account, setting up your new services and mobile device, and using the services (including migrating old email). There are also links to tutorials that can be found on the Single Sign-On page (Google Apps Hackensack Login icon).

Q. Will Webmail Pro still be available for use?

Answer: Webmail Pro will be available to send and receive mail through February 1st, 2014.  After February 1st, you will still be able to access Webmail Pro to view older emails and even forward them to Gmail, but you will not be able to receive.   After June 30th, 2014, you will only have access to the Message Guard component of Webmail Pro, which will allow you to search your older mail.   We will subscribe to Message Guard for a period of seven years.


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