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Reporting Broken ECN Equiptment

Has this happened to you? You sit down to use a terminal or workstation in a public terminal room and find that the device isn't working. What now? Well, you will probably go and find another terminal or workstation that you can use. Once you have found one, do us a favor! Report the broken terminal or workstation with the ECN trouble program. It is easy! All you do is type the command "trouble" and answer the question-prompts. Remember: if we don't know about it, we can't fix it!

But wait! You can also report other things: dead printers, down mainframes, wiring problems, even software! What happens when you use trouble? Your answers to trouble's question-prompts are forwarded to ECN's Digital Service Maintanence department. When the report is received, an acknowledegment is returned to you via E-Mail confirming receipt of your report and informing you that it has been filed in the proper work queue.

Once received, we will review your report and determine it's priority. For example, a down machine serving a class will have to be attended to before a broken terminal inconveniencing a single user. At this initial review process, we also distribute reported software problems to the proper ECN software support person for attention. When your report reaches the top of the queue, we will send a technician or engineer to look at the problem device. After the device is fixed, we will "archive" the report. This will cause you to receive another E-Mail message telling you what we did to fix the problem.

You can check the progress of your trouble report by selecting the option on the second screen within trouble.

[Q] Look at Trouble Queue Status Information

This query will result in a listing of reports awaiting attention and you can determine the status of your report.

 1  09/24 marian (Marian He  software bug
 2  09/24 cyliax (Ingo Cyli  Subject: test
 3  09/24 julie  (Julie Dic  terminal down

That's all there is to it.

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