Wcps | Mojo Helpdesk

Troubleshooting and Resources

Any issue with our product? Here are the steps to resolve it. Acceptable Use Policy, Contracts, Technology Plans, Data Management, etc.

Ticket Creation

Here is a video explaining how to log a ticket. Click Here (https://www.loom.com/share/abcf767316a74e158ef9213121f47df7)

Can I use email to reply to a ticket?

Yes, as long as you reply to the email you received from the ticketing software. Whether you are using Outlook, Gmail, or any other email client, our helpdesk will be able to handle it.

I don't find my answer in the knowledge base, what should I do?

Did you try to search using different search terms? If yes, then you should create a new ticket (/mytickets/create).

Phones

Phone - Sidecar changes (receptionist attachment)

Before making changes to your button module, please submit an update for all the names and extensions in your building WCPS Helpdesk (https://wcps.mojohelpdesk.com/login) (enter a ticket for each extension needing updated) Click here (https://docs.google.com/spreadsheets/d/1QtPZCTUtcSJTrv2tWYuwk...

Phone - No dial tone/sound

Issue: No dial tone or sound but phone is powered on. Most of the time this issue is resolved with a restart. Troubleshooting: Restart by reconnecting ethernet cable in the back of phone Still having the issue, does your speakerphone work? Check to see if handset is plugged into correct s...

Phone - Not logging in / Error: invalid username and password

Issue: Receiving the error, "invalid username and password" when trying to login. Should be using: Login: *extension number* Password: 147258 Most of the time, a restart of the phone then reattempting to login will resolve the issue. Troubleshooting: Restart by reconnecting ethernet c...

Phone - Voicemail

Access/Change your voicemail messages, greetings and passcode: To access your voicemail messages press the envelope button on your phone > Listen To change your voicemail greetings press the envelope button on your phone > Greeting To change your voicemail passcode press the envelope button...

Troubleshooting

Any issue with our product? Here are the steps to resolve it.

Application / Extension Approval Request

Are you needing an application or an extension installed on your Chromebook or iPad? First, the software has to be approved before it can be installed. You can find a list of all approved software and extensions here (https://sites.google.com/warren.kyschools.us/techportal/app-approval-request)...

Password Change Documentation

To change your school password you will be required to be connected to the school network. As part of the ever-increasing need to increase security against unauthorized access/data breaches and ensure the confidentiality of our records/information, staff password changes are recommended by th...

What personal information are you tracking?

Privacy is important to you and to us. When you submit a ticket through our helpdesk, we just keep your name and email address and question you asked in our database. Nothing more unless you share it yourself during an interaction with us.

Raptor Visitor Management

Establish Raptor User Account Password If you have not logged into Raptor before, please use the "Reset Password Link" https://apps.raptortech.com/User/PasswordReset (https://apps.raptortech.com/User/PasswordReset) . You will be sent a Password Reset Email to your District Email Inbox, follow t...

Website Blocked

Did you receive a page like the one below? If so that means that KDE has deemed this an inappropriate website. If you feel this is an error and the website will be used for educational purposes. You can submit a ticket requesting for the site to be checked and approved. *create ticket* (https:...

Workstations

I see a blue screen, what should I do?

A blue screen means that you should: - reboot - wait 3 minutes - try again If it occurs again then take note of the error screen (What the actual error message is.) and log a ticket (https://wcps.mojohelpdesk.com/mytickets/create)with the error message and what you were doing...

No Internet Issue

If you're unable to load a website you may be having network issues. Check the steps below for a few things to try before logging a ticket. Are you connected to wifi? Verify that you're connected to the WCPS_Device network. Try turning wifi off and back on. If you...

Updating Chrome on Chromebook

Sometimes our Chromebooks need to be updated. This should happen automatically but in the case that they do not please follow this instructional video on how to update your Chromebook. Chromebook Update (https://drive.google.com/file/d/143OHHpAILbtYtr8LAUiSmmd6ZXVa4LO9/view?usp=sharing)

Printers

Warren County Printer/Copier Documentation

We have made short videos explaining the new process, how to add the new universal printer to your computer, how to print and release your jobs. Please take a moment to look over THESE VIDEOS (https://www.youtube.com/playlist?list=PL-tkfNLBFRrvhkjm4VQUHsAXFdtGIXNDV) and get familiar with them. Al...

Hold For Authentication Error

Are your print jobs are not printing? Check your print queue and see if the printer has an error of hold for authentication. If your printer states this it usually means that it's an error with your password and will not print until this issue has been resolved. Have you changed your password ...

Technology Documents

Acceptable Use Policy, Contracts, Technology Plans, Data Management, etc.

School Technology Coordinators

School Technology Coordinators (https://docs.google.com/spreadsheets/d/e/2PACX-1vRarudPg0yCaeYbmLcXEVd6FJ8ZQTrKh05FafKEHI2_hDZSp3wNfe9-tE5bAAq2QIhJpc4YokUkjmmK/pubhtml?gid=0&single=true)

Technology Donation Guide

Many of our schools/classrooms are receiving donation of technology from multiple sources, including Donor's Choose. My school has received a technology donation. What do I do? Step 1 - There must be a Fixed Asset Donation Form filled out with Item Description and Serial Number (Shelley Bai...