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Question: General Inquiries
Problem: Outage, Incident, Recurring Issue
Services: Upgrades, Training, Consultation, Dev
Orders: Licensing, Quotes, Supplies
<label class=" required control-label cf_issue_category_1050983-label " for="helpdesk_ticket_cf_issue_category_1050983">What kind of problem are you experiencing?</label> <div class="controls "> <select class=" required dropdown_blank section_field" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_issue_category_1050983]" id="helpdesk_ticket_custom_field_cf_issue_category_1050983"><option value="">...</option> <option data-id="2043002117807" value="First Time Incident">First Time Incident</option> <option data-id="2043002117808" value="Recurring Issue">Recurring Issue</option> <option data-id="2043002117809" value="Hardware Failure">Hardware Failure</option> <option data-id="2043002117810" value="Site Outage">Site Outage</option> <option data-id="2043002460929" value="Internal Incident">Internal Incident</option> <option data-id="2043002117811" value="Unsure">Unsure</option></select> </div>
<label class=" required control-label cf_impact_threshold_1050983-label " for="helpdesk_ticket_cf_impact_threshold_1050983">Impact: Severity</label> <div class="controls "> <select class=" required dropdown_blank section_field" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_impact_threshold_1050983]" id="helpdesk_ticket_custom_field_cf_impact_threshold_1050983"><option value="">...</option> <option data-id="2043002221702" value="Unsure or unreported">Unsure or unreported</option> <option data-id="2043002221697" value="Low (Functional) - Site functional with inconsequential or slight issues.">Low (Functional) - Site functional with inconsequential or slight issues.</option> <option data-id="2043002221698" value="Standard (Minor) - Site functional with minor or intermittent issues.">Standard (Minor) - Site functional with minor or intermittent issues.</option> <option data-id="2043002221699" value="Severe (Degraded) - Site functional with major issues (persistent or intermittent).">Severe (Degraded) - Site functional with major issues (persistent or intermittent).</option> <option data-id="2043002221700" value="Critical (Down) - Site or service not functional. Site has unrecoverable service failure.">Critical (Down) - Site or service not functional. Site has unrecoverable service failure.</option></select> </div>
<label class=" control-label cf_impact_scope_1050983-label " for="helpdesk_ticket_cf_impact_scope_1050983">How many areas are affected?</label> <div class="controls "> <select class=" dropdown_blank section_field" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_impact_scope_1050983]" id="helpdesk_ticket_custom_field_cf_impact_scope_1050983"><option value="">...</option> <option data-id="2043002117788" value="Unsure or unreported">Unsure or unreported</option> <option data-id="2043002222632" value="One Single Machine/Unit">One Single Machine/Unit</option> <option data-id="2043002222633" value="Several Machines/Units">Several Machines/Units</option> <option data-id="2043002117789" value="Our Only Site/Building (Single Location)">Our Only Site/Building (Single Location)</option> <option data-id="2043002117793" value="One of Many Sites/Buildings (Localized)">One of Many Sites/Buildings (Localized)</option> <option data-id="2043002117792" value="A Few Sites/Buildings (Limited)">A Few Sites/Buildings (Limited)</option> <option data-id="2043002117791" value="Many Sites/Buildings (Large)">Many Sites/Buildings (Large)</option> <option data-id="2043002117790" value="All Sites/Buildings (Widespread)">All Sites/Buildings (Widespread)</option> <option data-id="2043002140429" value="QA / Dev / Test Environment">QA / Dev / Test Environment</option></select> </div>
<label class=" control-label cf_impact_count_1050983-label " for="helpdesk_ticket_cf_impact_count_1050983">How many people are affected?</label> <div class="controls "> <select class=" dropdown_blank section_field" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_impact_count_1050983]" id="helpdesk_ticket_custom_field_cf_impact_count_1050983"><option value="">...</option> <option data-id="2043002117794" value="Unsure or unreported">Unsure or unreported</option> <option data-id="2043002117795" value="Entire user base">Entire user base</option> <option data-id="2043002117796" value="Entire category of users">Entire category of users</option> <option data-id="2043002117797" value="Large random set of users">Large random set of users</option> <option data-id="2043002117798" value="Small random set of users">Small random set of users</option> <option data-id="2043002117799" value="Just one user">Just one user</option></select> </div>
<label class=" control-label cf_impact_service_1050983-label " for="helpdesk_ticket_cf_impact_service_1050983">Which service is affected primarily?</label> <div class="controls "> <select class=" dropdown_blank section_field" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_impact_service_1050983]" id="helpdesk_ticket_custom_field_cf_impact_service_1050983"><option value="">...</option> <option data-id="2043002117812" value="Unsure or Unreported">Unsure or Unreported</option> <option data-id="2043002479835" value="Administrative Tools">Administrative Tools</option> <option data-id="2043002117813" value="Computer Session Control">Computer Session Control</option> <option data-id="2043002117814" value="Computer Security Software">Computer Security Software</option> <option data-id="2043002117815" value="Payment Systems and Devices/Kiosks">Payment Systems and Devices/Kiosks</option> <option data-id="2043002117816" value="Copying">Copying</option> <option data-id="2043002117817" value="Scanning">Scanning</option> <option data-id="2043002117818" value="Faxing">Faxing</option> <option data-id="2043002117819" value="Printing (desktop)">Printing (desktop)</option> <option data-id="2043002117820" value="Printing (mobile devices)">Printing (mobile devices)</option> <option data-id="2043002117821" value="Printing (any)">Printing (any)</option> <option data-id="2043002117822" value="Print Release Station/Terminal Hardware">Print Release Station/Terminal Hardware</option> <option data-id="2043002117823" value="MFP/MFD Integrated/Embedded Software">MFP/MFD Integrated/Embedded Software</option> <option data-id="2043002117824" value="Cloud Printing/Copying">Cloud Printing/Copying</option> <option data-id="2043002117825" value="Cloud Print Analytics">Cloud Print Analytics</option> <option data-id="2043002117826" value="Cloud Fleet Management">Cloud Fleet Management</option> <option data-id="2043002117827" value="RFID Solutions">RFID Solutions</option> <option data-id="2043002117828" value="Other">Other</option></select> </div>
<label class=" control-label cf_level_1_1050983-label " for="helpdesk_ticket_cf_level_1_1050983">What are you interested in discussing with us?</label> <div class="controls nested_field "> <select class=" nested_field section_field" id="helpdesk_ticket_custom_field_cf_level_1_1050983_2043001097761" name="helpdesk_ticket[custom_field][cf_level_1_1050983]"><option value="">...</option> <option value="Available Training Options">Available Training Options</option> <option value="Installations and Upgrades">Installations and Upgrades</option> <option value="Consultation on a Project">Consultation on a Project</option> <option value="Product or Feature Development">Product or Feature Development</option></select><div class="level_2"><label class="">Awesome, can you give us a bit more detail?</label><select class=" nested_field section_field" id="helpdesk_ticket_custom_field_cf_level_2_1050983_2043001097761" name="helpdesk_ticket[custom_field][cf_level_2_1050983]"><option value="">...</option> </select></div><div class="level_3"><label class="">Excellent, would you like to share an idea of your timeline?</label><select class=" nested_field section_field" id="helpdesk_ticket_custom_field_cf_third_choice_1050983_2043001097761" name="helpdesk_ticket[custom_field][cf_third_choice_1050983]"><option value="">...</option> </select></div><script> //<![CDATA[ jQuery('#helpdesk_ticket_custom_field_cf_level_1_1050983_2043001097761').nested_select_tag({"data_tree":[["Available Training Options","Available Training Options",[["Intro Training (Get to Know Your Setup)","Intro Training (Get to Know Your Setup)",[["Inquiry Only - No timeline","Inquiry Only - No timeline"],["ASAP","ASAP"],["January","January"],["February","February"],["March","March"],["April","April"],["May","May"],["June","June"],["July","July"],["August","August"],["September","September"],["October","October"],["November","November"],["December","December"],["Over a year away","Over a year away"]]],["Organized Training (Outlined Plan)","Organized Training (Outlined Plan)",[["Inquiry Only - No timeline","Inquiry Only - No timeline"],["ASAP","ASAP"],["January","January"],["February","February"],["March","March"],["April","April"],["May","May"],["June","June"],["July","July"],["August","August"],["September","September"],["October","October"],["November","November"],["December","December"],["Over a year away","Over a year away"]]],["Onsite Training (Custom Plan)","Onsite Training (Custom Plan)",[["Inquiry Only - No timeline","Inquiry Only - No timeline"],["ASAP","ASAP"],["January","January"],["February","February"],["March","March"],["April","April"],["May","May"],["June","June"],["July","July"],["August","August"],["September","September"],["October","October"],["November","November"],["December","December"],["Over a year away","Over a year away"]]]]],["Installations and Upgrades","Installations and Upgrades",[["Add a Service or Solution","Add a Service or Solution",[["Inquiry Only - No timeline","Inquiry Only - No timeline"],["ASAP","ASAP"],["January","January"],["February","February"],["March","March"],["April","April"],["May","May"],["June","June"],["July","July"],["August","August"],["September","September"],["October","October"],["November","November"],["December","December"],["Over a year away","Over a year away"]]],["Plan an Upgrade or Installation","Plan an Upgrade or Installation",[["Inquiry Only - No timeline","Inquiry Only - No timeline"],["ASAP","ASAP"],["January","January"],["February","February"],["March","March"],["April","April"],["May","May"],["June","June"],["July","July"],["August","August"],["September","September"],["October","October"],["November","November"],["December","December"],["Over a year away","Over a year away"]]],["Request Available Documentation","Request Available Documentation",[["Inquiry Only - No timeline","Inquiry Only - No timeline"],["ASAP","ASAP"],["January","January"],["February","February"],["March","March"],["April","April"],["May","May"],["June","June"],["July","July"],["August","August"],["September","September"],["October","October"],["November","November"],["December","December"],["Over a year away","Over a year away"]]],["Reserve Specific Dates","Reserve Specific Dates",[["Inquiry Only - No timeline","Inquiry Only - No timeline"],["ASAP","ASAP"],["January","January"],["February","February"],["March","March"],["April","April"],["May","May"],["June","June"],["July","July"],["August","August"],["September","September"],["October","October"],["November","November"],["December","December"],["Over a year away","Over a year away"]]]]],["Consultation on a Project","Consultation on a Project",[]],["Product or Feature Development","Product or Feature Development",[]]],"initValues":null,"disable_children":false,"include_blank":"...","selected":null,"pl_value_id":"2043001097761","subcategory_id":"helpdesk_ticket_custom_field_cf_level_2_1050983_2043001097761","item_id":"helpdesk_ticket_custom_field_cf_third_choice_1050983_2043001097761"}); //]]> </script> </div>
<label class=" control-label cf_level_1815719_1050983-label " for="helpdesk_ticket_cf_level_1815719_1050983">What can we help you with?</label> <div class="controls nested_field "> <select class=" nested_field section_field" id="helpdesk_ticket_custom_field_cf_level_1815719_1050983_2043001097762" name="helpdesk_ticket[custom_field][cf_level_1815719_1050983]"><option value="">...</option> <option value="I have a licensing need">I have a licensing need</option> <option value="I would like a quote">I would like a quote</option> <option value="I want to order supplies">I want to order supplies</option> <option value="I want to order new hardware">I want to order new hardware</option> <option value="I need a replacement part">I need a replacement part</option></select><div class="level_2"><label class="">Awesome, can you provide some more detail?</label><select class=" nested_field section_field" id="helpdesk_ticket_custom_field_cf_level_2783424_1050983_2043001097762" name="helpdesk_ticket[custom_field][cf_level_2783424_1050983]"><option value="">...</option> </select></div><div class="level_3"><label class="">Great! What specific items do you need?</label><select class=" nested_field section_field" id="helpdesk_ticket_custom_field_cf_level_3598792_1050983_2043001097762" name="helpdesk_ticket[custom_field][cf_level_3598792_1050983]"><option value="">...</option> </select></div><script> //<![CDATA[ jQuery('#helpdesk_ticket_custom_field_cf_level_1815719_1050983_2043001097762').nested_select_tag({"data_tree":[["I have a licensing need","I have a licensing need",[["I need a quote or invoice for my license renewal","I need a quote or invoice for my license renewal",[["A quote","A quote"],["An invoice","An invoice"],["Both please","Both please"]]],["I want to download my licenses","I want to download my licenses",[]],["I am interested in adjusting my license","I am interested in adjusting my license",[]],["I have a problem with my license","I have a problem with my license",[]],["I have a different question about licensing","I have a different question about licensing",[]]]],["I would like a quote","I would like a quote",[["Software License Renewal or Expansion","Software License Renewal or Expansion",[]],["Software Upgrade, Migration, or Installation","Software Upgrade, Migration, or Installation",[]],["Software, Script, or Other Development","Software, Script, or Other Development",[]],["Computer Reservations and Session Control","Computer Reservations and Session Control",[]],["Cloud Print and Copy Services","Cloud Print and Copy Services",[]],["On-Premise Print and Copy Management","On-Premise Print and Copy Management",[]],["Print Release and Copy Control Hardware","Print Release and Copy Control Hardware",[]],["Payment Systems","Payment Systems",[]],["RFID Solutions","RFID Solutions",[]],["Scanning, OCR, Document Delivery, and Digitization","Scanning, OCR, Document Delivery, and Digitization",[]]]],["I want to order supplies","I want to order supplies",[["Cleaning Cards","Cleaning Cards",[["Bill Acceptor Cleaning Card","Bill Acceptor Cleaning Card"],["Card Reader Cleaning Card","Card Reader Cleaning Card"]]],["Printed Cards","Printed Cards",[["Printed Barcode","Printed Barcode"],["Encoded Magnetic Stripe","Encoded Magnetic Stripe"],["Barcode and Magnetic Stripe","Barcode and Magnetic Stripe"]]],["Stored Value Cards","Stored Value Cards",[["TRACCards","TRACCards"],["Custom Cards","Custom Cards"]]],["Thermal Receipt Paper","Thermal Receipt Paper",[["80mm (~3 1/8 inches)","80mm (~3 1/8 inches)"],["58mm (~ 2.25 inches)","58mm (~ 2.25 inches)"]]],["Shift Close Cards","Shift Close Cards",[]]]],["I want to order new hardware","I want to order new hardware",[]],["I need a replacement part","I need a replacement part",[["Replacement Parts","Replacement Parts",[["Admin Cards","Admin Cards"],["Locks and Keys","Locks and Keys"],["Other","Other"]]]]]],"initValues":null,"disable_children":false,"include_blank":"...","selected":null,"pl_value_id":"2043001097762","subcategory_id":"helpdesk_ticket_custom_field_cf_level_2783424_1050983_2043001097762","item_id":"helpdesk_ticket_custom_field_cf_level_3598792_1050983_2043001097762"}); //]]> </script> </div>
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