North Carolina Home Base
How to Log a Support Center Ticket for Schoolnet
Related to System Performance
Primary Audience: All Schoolnet users submitting tickets related to system performance.
Purpose of Document: To provide a guide for the information needed for submitting a ticket to the Support Center so
that your ticket contains all the details required to determine and resolve a performance related issue.
NOTE: Please refer to the list of District Leads to see who from your district is responsible for submitting Support
Center tickets. Be sure and provide your lead with all the information detailed in this document to ensure the Support
Center has the information need to determine and resolve your performance related issues. You can find the list of
leads and more information about the Support Center on the Home Base website at
http://www.ncpublicschools.org/homebase/resources/support-center/.
Information to Include when Submitting a Support Center Ticket
When submitting a ticket to the Support Center (homebase.incidents@its.nc.gov), be sure to include the following basic
information.

LEA/District Name

PowerSchool URL

School Name

Subject & Description (state the issue – see questions provided below for help with providing details)

Test ID number and Test Name (if applicable)

Name/group of affected users

Login credentials (not always needed but sometimes necessary) – with an altered password

Environment – Production or Training?

Actual Result / Error Messages (include a screen shot):

Customer’s Expectation
Questions to help Clearly Describe Performance Related Issues
The questions below can be used to help provide a clear description of the performance issues that you are experiencing
and will be useful in allowing the Support Center team to resolve the problem. Please include as much information as
possible related to these questions when providing the description of the problem that you are experiencing.

What activity was occurring at the time of the incident?

Were many users on the system when it was slow? Is everyone getting the same results or is it limited to a few
individuals?

Were any users on laptops?

How consistent is this issue? Does it happen every time or sporadically?

Did you have the opportunity to load the same page multiple times? Was performance consistent?
Current as of May 16, 2014
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North Carolina Home Base
How to Log a Support Center Ticket for Schoolnet
Related to System Performance

What time specifically did you notice the site slowness?

What kind of browser(s) are you using?

Please perform a tech check and include its results as well as any known information about the network.
To perform a tech check, scroll to the bottom of any Schoolnet page, and click on the Tech Check link.
A popup with a system check will appear. Please send us a screenshot of these specs (as shown in the
example below).

What web server are you on?
At bottom of page, click next to "All rights reserved" and highlight the white space and it will tell you which
web server you are on
Current as of May 16, 2014
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