OneCard Technology Ticket/Process 

 

1.    Common Issues for Ticket Creation

2.    Ticket Creation

3.    Support Technician Assigned Ticket

4.    Support Technician reimage process for devices

5.    Access 411 Completes Software Installation

6.    GCS Support Tech sends it to the school

7.    Additional Troubeshooting Issuess after Delivery

Sources of information & Documentation

 

Note: To navigate the Table of Contents, left click on the title of the contents to jump to the desired page. The hyperlinks in this document will direct you to other documents you may refer to as needed.

 

  1. 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)
  • 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

 

Title: Inserting image...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. 

  1. 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 technicians 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 tickets 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 reimage 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 setup.  This must be explicitly noted on the ticket. 

  1. Access 411 Completes Software Installation 

Access 411 technician will confirm that software is installed and functionable. The technician will then notify GCS Support Technicians that the device is ready to be delivered to the school. 

  1. 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).

  1. Additional troubleshooting requests post Delivery

Contact Technology Customer Service via 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. 

One Card Editing & Batch Uploading Photos to CAASS - 2024 1.docx

One Card Printing Process Hub.Feeder Schools - 2024 1.docx

Updated Printer Location 2024.xlsx

One Card Printing Process - 2024 1.docx

One Card Scan Station Process - 2024.docx

One Card Summer School Process - 2024.docx

One Card Radio Frequency Identification (RFID) Instructions. 2024.docx

Installing Repairing Printer Ribbons & One Card Supply Catalog - 2024.docx

GCS One Card Replacement Video 

One Card FAQ - Copy.docx

CAASS Error Old C10 Webservices Disabled Fix - 2024.docx

 

Disclaimer

Guilford County Schools does not own the rights to the video and information that is provided in the link. Tool is provided with the assistance of Access 411.

 

Fargo HDP5000 / HDP5600 / HDPii Tutorial - How to Repair Broken Ribbon / Fix Ribbon Break

https://www.youtube.com/watch?v=lDJsjjnyZYc

 

Fargo DTC4500 and Fargo DTC 4500e printer ribbon installation

https://www.youtube.com/watch?v=h1ZdRnZVKRE

 

Fargo DTC1250e How to Install Ribbon and Load Blank Card

https://www.youtube.com/watch?v=ZZ7NJ8rqP6w