Strata Tickets

Submitting a ticket

A ticket asks for help with something on the district's New Ticket tiles. Routing sends it to the team that handles it. Anyone with Submit tickets can file one.

New Ticket

Start from a tile (Devices, Accounts and Apps, and the others your district keeps), or type what is wrong, a tag or a name in the search over the tiles and pick a row. Devices asks which device next. Issues are listed under headings, Other last. Each answer stays at the top with its Change. Your site and your room are filled in from your account; change them when the problem is somewhere else. A category may ask for a device (pick one of yours from My Assets, or type its tag when it is not in the inventory) or its own fields. Describe the problem and attach photos or a short video. Submit once: a second press finds the first ticket rather than filing two.

Filing for someone else

Pick another person as the requester and, when they are at another school, that school. They are told the ticket was filed for them. You hear nothing more about it unless you follow it.

By email

When your district turns on Email to Ticket, mail sent to the district's help desk address from your district account becomes a ticket filed by you, at your school and your room, in the category the district picked. The subject is the first line of the description and the attachments come with it. Anything the category needs that an email cannot carry (a device, a required field, a form) shows empty on the ticket with its required mark until someone fills it. Reply to a Tickets email to add a comment to that ticket.

My Tickets

My Tickets lists what you requested, filed or follow, with the status and the conversation. You can comment and attach, cancel a ticket while it is still Submitted, and reopen a resolved one within 30 days.

Two tickets at once

Some categories file two tickets, linked to each other (a room move that needs Technology and Maintenance & Operations, for example). Routing sends each to its own team.