Common Issues for Ticket Creation
End User: Must create a ticket with full details of the issue and their attempts at trouble shooting. Users may be assisted by entering the information with Access411. Schools may only contact Technolgy Customer Service for more details and information. When a device goes missing, please contact Technolgy Customer Service.
Common issues that require the assistance of the Support Technician assigned to your school.
- Damaged Laptop
- Unable to login One Card Profile
- Unable to operate Laptop
- Laptop will not allow me to access Scan Station / CAASS Agent Software
Common Issues that do not require the assistance of your Support Team.
- Supplies request (Click here to request supplies)
- Questions on how to use CAASS (Click here to Review OneCard FAQ)
- Additional device requests (Email OneCard@gcsnc.com)
- Assistance with management of Student ID’s
- Decisions if a school can have additional One Card Devices.
Ticket Creation
To begin creating a Ticket visit the Technology Customer Support Site to report an incident at https://gcstcs.gcsnc.com/support/tickets/new.
- Information you will need to be able to fill out this ticket
- Your GCS Email Address
- Asset Tag Number
- Detailed description
- Contact Number
- School Site
- Location of the device
Requester: Enter your GCS Email Address
Requester Type: Select GCS Staff (Self)
Subject: Enter a brief description of the issue
Description: Enter as much relevant information as possible
Contact Phone#: Enter the best number to reach you
School/Site: Enter your location
Room type: Enter your location
Room/Building: Enter your location
Category: Select Computer Hardware or Software
Asset Tag Number: This number will be on the back of the device for Example: “OneCard-000112” or “P16-01543”
Serial #: Enter N/A
Model: Enter N/A
Click “Submit” Once all information available to you is entered.
Support Technician Assigned Ticket
Once the Technology ticket has been assigned, the technician is then responsible for picking up the device and addressing the issues based on the ticket. Support technician may contact Access411/Customer Service for assistance.
Trouble shooting tips
- Restart device
- Students Denied Entry: Restart Device and Scan Station software
- Printer queue needs to be cleared: Go to FARGO printer queues and clear old print requests.
- Can't login into One Card profile: Make sure it's on the OU network.
- Printer Jams: Reassign ticket to Customer Service so Access411 can investigate the issue on site.
- One Card Scanner is not scanning: Reassign ticket to Customer Service to allow Access411technicians to investigate the issue on site.
Support Technician Re-Image Process for Devices
The technician will install the Scan Station and CAASSAgent software. Once completed, the technician will inform Customer Service who will alert Access 411 for the credential's setup. This must be explicitly noted on the ticket.
Access 411 Completes Software Installation
Access 411 technician will confirm software is installed and functionable. The technician will then notify GCS Support Technicians that the device is ready to be delivered to the school.
GCS Support Tech sends it to the school
GCS Support Technician will deliver the device to the school and upon successful delivery to the treasurer and/or front office personnel the ticket is resolved. (Proof docu-sign documentation).
Additional Troubleshooting requests post delivery
Contact Technology Customer Service via Email: OneCard@gcsnc.com. Users may also call the Customer Service Helpdesk at 336-370-8179.
Sources of information & Documentation
Please refer to the links below that provide additional guides and documents all sourced in the One Card FAQ.