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HEAT
HEAT is a problem-tracking application. For any problem that you can't fix, please put it into HEAT. Follow the instructions below to make a HEAT call. Before you record a call in HEAT, make sure you get as much information as you can from the user with the problem.
HEAT is installed on the PCs in the SCIC. It is not installed on the SCIC mac.
How to make a HEAT call:
HEAT calls can be made from any of the PCs in the SCIC opening the program "HEAT" found under Start->Programs->Heat. Select "Call Logging."
You will have to enter a user name, which is the same as your Carleton user name, and a password, which may be different. There usually is a default HEAT password.
Once you’re logged in, go to file->new call record.
A menu will pop up asking you to select a customer type. The customer types commonly used by the SCIC are:
-Lab: Any problems with lab computers, printers, or other hardware should be reported here.
-Student: This is usually most the most commonly seen problem. Any problems with ports or wireless boxes should be reported here. If the problem is with the student’s computer, do not make a HEAT call. Instead, tell the student about drop-off and RCCs.
Depending on the customer type you selected, HEAT will require several fields to be filled in before the call can be saved. For a Lab call, the machine name is required. Type anything in the machine name field and hit Tab. This will bring up a list of all machine names at Carleton. Similarly, typing the first letter of student’s user name in a Student call and pressing Tab will bring up a list of possible student names. Select the appropriate machine name or user name. If there is no machine name listed, select the most related name and make a note of this in the description. For example, if a scanner is having a problem, select the computer that the scanner is attached to. If you want to report a port problem for a certain room, use the Carleton Directory to find the user name of a student living in that room.
You will also have to enter a description of the problem, and then a call type. For problems that students have with internet in their rooms, the call type is “SCIC USER”. For problems with lab machines, the call type is "SCIC MACHINE". The priority number should always be 2.
Select the "Detail" tab at the bottom of the screen and fill in information about the problem. Remember, there is no such thing as too much information. Get as much information as you possibly can from the user!
Next, click on the assignment tab and click the icon at the bottom for a new assignment. Assign the call to the person responsible for fixing the problem. Port problems are always assigned to CDLUGOSZ.
Save you call record and you're done!
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