Summer is upon us and that means the Naviant Professional Services Group (PSG) is keeping busy working with our customers on new projects for their systems. In anticipation of this, we added a new team member this spring to ensure we would continue to have the bandwidth to provide you with the award-winning support you are accustomed to receiving. Here are a few tips you can use to help us help you resolve your issues in the shortest amount of time.

1. Unless you are working on an open ticket with a specific Naviant Support Specialist, use the general support channels. Specialists who are available monitor those channels and can pick up the request much faster than a specific person who may be tied up with another customer or on vacation.

* Listen carefully to the automated attendant to ensure you reach the correct department. For example, if you need to order parts or have a tech come out for service to a scanner or microfilm device, that’s hardware and you should press 2 when prompted. For software assistance, press 1 when prompted.

** Live chat is best used for simple response requests that can be easily answered in a short message. If the issue is urgent or requires viewing a user’s desktop or the server to replicate the issue then please call. We love to hear your voice and will gladly set up a remote session with you!

2. Find out as much as you can about the issue before you contact support. The more you can tell us about it, the faster we can help you resolve it. Screenshots and log files are also very helpful.

  • Is the issue occurring in production or test?
  • How many people are affected?
  • Which application or client is being used?
  • When did it start?
  • What has changed recently in your environment?
  • How often does it happen?
  • What are the symptoms?
  • What have you tried to identify and/or fix it?

3. Have the resources available to work the issue. Tickets are not held open if there is no activity within a reasonable amount of time.

  • Is a user who can replicate the issue available?
  • Can you access the affected machine?
  • Can you access the server if we need to check settings or restart services?
  • Do you have the service account passwords?

We love our customers and are here to help, so please don’t hesitate to contact us if you’re in need!

About Jennifer

Jennifer (aka Pixie) has over 30 years of experience in the Information Technology field, which includes 13+ years of Systems Administration, 16+ years of developing and implementing technical documentation and training, and 14+ years of supporting OnBase. She has extensive experience with OnBase, SQL, and a firm foundation in computer science. Despite this, she considers herself a well-adjusted nerd with hobbies including gardening (poorly), archery, and knitting in public.