ISG Blog

Following on from our previous blog, its great to see so many of TSA users using Supportal to its full potential, with logging tickets, Asking Sally a number of queries, using the Links page and more.

One aspect we wish to bring to your attention (and many of you already know this) is the ability to check on any updates to tickets you may have logged with us.  Sometimes you may see that an update might have a comment from one of techs waiting on some information from you.  

Rather than send the tech an email direct which creates more work for us, and most importantly only notifies the ONE tech, why not add this information directly into your ticket.  This means that should the tech be away on leave, or on a site visit, any one in the ISG team can see this information in Supportal and realise the information we are waiting is now there and the ticket can be completed.

How to do this is very simple and it only takes three steps:

1. Log in to Supportal 
2. Select the ticket you wish to update
3. Select the "Add Comment" button at the bottom of the screen and add the information.

It's that simple.  

Another option to help us help the territory (as in any user in NZ, Fiji and Tonga) is if an issue you have logged has been resolved before ISG have got to calling you, you can do the above steps and then select "Cancel Ticket".  This will give ISG techs the ability to not spend time trying to get a hold of you to fix something that is already fixed!  

We really appreciate it when users do this for us and thanks to those who do help us in this way.

ISG are thrilled with the number of people who are starting to use the Supportal ticket system to log their requests and queries with us.

Leaving a voice message also logs an automatic ticket, and once iSG have had a chance to listen to the message, you should then be able to see the ticket listed in your open ticket view.

If logging a ticket yourself, by logging into Supportal, ISG are automatically notified of who you are, what centre you work for and the phone number to use to get a hold of you.  This information is collated from MyDetails which is one of the reasons why its important to confirm these details with the 'heartbeat' email sent every 90 days.

It's also important for you to give us as much information as you are able when logging the ticket as this is what iSG will use to prioritise the hundreds of tickets we receive each week.

For example to simply say "unable to print", may cause ISG to downgrade the priority in relation to other tickets.  However, should you comment "Unable to print. Major contract required to be completed by end of business day, please assist urgently" that will help iSG understand that this is more important to the centre.

Similarly saying "unable to login" is not quite enough information for ISG.  Saying "unable to login to [application name here]" helps iSG do some preparatory work prior to calling you and this should mean less time 'fixing' something, and more time for you to do the 'mission business' you are employed to do.

Something that can take just a few more seconds thinking and explaining with a little more detail, can save you some time, and it helps us help you a little better.

When logging in to the Support Portal you may have noticed a few added icons at the top of the window.  We informed you about "Ask Sally" last week, and this week we want to let you know that we have started organising some electronic forms which will assist us all in getting tasks done more efficiently and with less hassle for you.

The purple 'paper pad' icon is the EDP3 form for User Requests and is the only form available electronically at the moment.  This helps us ensure that the information ISG requires is provided in full to us for completing it.  This REPLACES the existing EDP3 form (paper or Word version), which we are still accepting for the next few weeks over a transition period.

When completing the electronic EDP3, please ensure you select exactly what you need, both in the "Type of Request" and the "Systems Affected" areas, as each option will provide you with different questions for you to answer.  Once you have completed the form, simply "Submit" and ISG will act on it within 3 days.

You can stay on top of what has been happening with your jobs by simply logging into the support portal at any time, and looking at your tickets, either in the Open Tab, for all active jobs that have you as a contact or involved user, or the Closed Tab, for any jobs ISG may have already dealt with for you.

Feel free to provide us with any feedback you think may be helpful to us.

Hi everyone,

If you are subscribed to the ISG blog, and receive all the NEW blog notifications, you will have received a strange blog entry email this morning which we recommend you simply delete and ignore.

We are aware of this issue and are working to resolve this from happening again.

Its great to see so many of you using the new Support Portal to log all your jobs with ISG.  

You would have seen a few blogs about this, and we value any contributions you may have to help us make the experience easier for all involved.

Don't forget there are already many answers to your queries under the FAQ's section, and you may want to look at that before logging a job.

Also, it will be really helpful to ISG for us to see the type of request with a correct indication of what the job is.  So to help you here's a little explanation for you.  When logging a job you will need to select whether your job is a:

1. 'Change or Request' - This can relate to updating software, changes to access, any complete requests forms, etc.
2. 'Error or Issue' - This can relate to inability to login, error messages appearing on screen, inability to print,  inability to access applications (LN, Connected, SAMIS, etc)
3. 'Information Request' - This can relate to requesting information on how to perform a task, or how to find a policy or procedure, or maybe a query on the rental billing.

Selecting any of these will provide you with a different list of 'Subjects' to choose from.  Selecting the right subject helps iSG prioritise our tasks.  AND the more information you can provide us in the job (under 'Details'), the better iSG are able to assist on our first contact with you.

Thanks for helping us help you, and for assisting us in "enabling the mission".

Have you seen the updated Job Track? It is a full upgrade to our job tracking system that makes it easier for you to see what is happening with any requests that you have and communicate much more quickly and simply with us. You can check it out at support.sarmy.net.nz right now and watch the video providing an overview of it here.

The support portal will be going live on Monday (8 December). From that date you will no longer be able to email us for support, you will need to use the support portal. If you have an urgent issue (password reset, entire site not working), then you should still ring us (04 802 6262) or pop into see one of the team (remember we have a presence at Northern DHQ, ASAS National Office, Midland DHQ, BCM, Central DHQ, Southern DHQ, and THQ).

Feel free to look at the new support portal and even log a log or 2 BUT keep in mind the system isn't live and anything in it will be deleted before we go live on Monday morning. The support portal is accessible from your mobile phone for those times you're out and about with your mission tasks and activities.

So get ready for Monday when the support portal goes live and it becomes a lot easier to see what is happening with your request and keep us informed of progress.

At times we think its important to give all TSA users a big picture of what happens within our department and so today we wanted to make you aware of some of our work related stats for your information.

Here are the stats from the previous 2 months

We also send on occasions random emails to users for jobs that have been recently closed, and ask people to rate ISG's service on a scale of Poor, Fair, Good, Excellent.  Here are results for the overall results so far compared with last month's results as scored by our users:

Overall Total

May 2014 Total

Thanks for keeping us busy as we continue to work towards 'enabling the mission'.

Congratulations to all officers who have recently moved to new appointments.  We pray God's richest blessings on you as you prepare to serve Him in a new appointment.

We thought it appropriate to bring your attention to some things that would be good to be told or reminded of, specially, but not specifically, as you move to a new Corps/centre.  So here's a condensed list below:

Access to Lotus Notes Applications and Server Drives

ISG don't have a list of how every appointment works, so unfortunately we don't always know what access you need. After you've familiarised yourself with your brief (where it should say what you need) if you don't know how to access things, or don't seem to have permission simply contact ISG. We'd like to be able to do this automatically as part of the COA (change of appointment) process, so a project is in place to gather this information.  However it's a long process!

Contacting ISG

ISG can be contacted in a variety of ways. You can either log a job using MyDetails, email ISG or phone the help desk on (04) 802 6262.  If you use these methods then you can be sure the ISG team will see your job.  If you email a service desk member direct, you may not get the prompt action required as they may be away, and only the individual will look into their Inbox.  Following the above process ensures a job is logged and anyone in the ISG team can see and action your request.

We would recommend any password issues be looked at by calling the help desk on (04)802 6262.

ISG Rental Machines

ISG rental machines (laptops, desktops) are replaced before the warranty expires. This means that if you're warranty expires 1/1/2015, your machine will be replaced sometime during 2014. This is done with a number machines around the territory to take advantage of specials and allow us to bulk buy machines where possible. 

If you have a machine on site, and are NOT using this machine, you can send it back to ISG at any time to stop the monthly rental charges! Just email ISG to confirm how to go about this. 

Getting a new rental machine is done through your local DHQ, as they require sign off. However the forms are available on the Intranet, under Departments & Services > ISG Forms.

Data Locations

For those of you in a rental site which has a rental server, the following information ensures everything is backed up in the correct location here is a brief look at what each drive is for. 

Shared Drives

G Drive - Group drive. Anything shared within your department (or specific roles) should be saved in here. Access is limited to the folders. If you require a new folder setup or a report of who has access to a particular folder this can be arranged.

H Drive - Home drive. This is your personal drive for your work files. Everything on your H: is stored on the server. Whilst some personal documents are allowed to be stored here we ask you keep these to a minimum. 

P Drive - Public drive - Everything on this drive is accessible by everyone. Do not store secure or confidential data here. 

M Drive - Media drive.  All media (videos, audio files, large amounts of photos or pictures) should be stored on this drive. 

Local Drives

C Drive - System Drive. Anything stored on this drive is NOT backed up on the server. This drive is primarily for storing application Data. (this is where your programs are installed)

D Drive - Data Drive. This is a local 'data' drive. If you save things here they are NOT backed up on the server. 
* Not all of you will have a D Drive. Also if you have a laptop a copy of your 'H Drive' data is stored here so you can access it off site. 

Remember, the backups can only work as intended if data is stored in the correct drives. 

In regards to personal media (specifically music or videos)...

Due to legal reasons any personal media cannot be stored on Salvation Army infrastructure. You cannot store your personal music or videos on your Home Drive or the Media Drive due to copy right laws. Even though this music has been purchased by you as an individual the Salvation Army cannot risk being seen as partaking in unintentional Piracy.   If you believe you need to (or really want to) have music on your computer for listening to at work this can be placed locally on your machine. 

Other personal media

Personal data can be stored on your machines BUT we'd ask you save them somewhere other then your H: Drive. (ie create a personal folder on the D: drive for best use of this). 

This is basically so personal data doesn't get backed up (causing a bunch of intellectual property dilemmas and possible copyright infringement).

It also stops the servers getting clogged!

 If you have any queries about the backup system, or where you should be saving data please contact ISG on 04 802 6262 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it.

We trust this is useful information for you.  

Have you seen the new online version of Job Track? We're trying to make it easier for us to get help you so have put some effort into capturing what is happening and when you're going to be available. To access it simply head to the Intranet / My Details / Job Track and you will get a list of any request you have that is still open. 

To create a new request, click on the log new job link:

If your problem is really urgent (forgotten password) then feel free to call us (04 802 6262) otherwise it is really helpful for us when work is logged online. This makes it easier for us to schedule tasks and ensure the best person is being assigned.