ITAV FAQs and 3737 crib sheet Process Check room number from phone used to call 3737 or ask the user for the Room number Open the room solution document for the room by searching using the room number or via the asset Open ticket using the 3737 template - include room number in the ticket subject Log the ticket in the requestor's name. associate the room asset to the ticket Perform remote troubleshooting (guidance below on common reported issues) Remote on to camera if IP is in Solution document (make will be AVER or AXIS) password is in LastPass Depending on issue if needed remote on to PC using SCCM, confirm PC number in AD/Assets. Depending on issue if needed remote on to touch panel (IPCP) is IP address is in the Solution Document, password is in LastPass If remote troubleshooting resolved the issue. Update the ticket resolution field with the resolution and tag the ticket with the #Remote tag to enable reporting on remote fixes If remote troubleshooting did not work but an urgent visit is not needed, update the ticket and assign to the AV Support queue for follow up at a later point If remote troubleshooting did not work but an urgent visit is needed, then follow the 3737 Escalations process detailed below.Remote Troubleshooting - Common Issues Nothing on projector Projector wall switch Projector on stand by System off Video mute Extended screen/ PC screen only (win+P) Wrong source selected No sound in room PC on wrong input(ping test to find correct one) Volume muted on PC Volume turned down on PC Volume muted on touch panel Volume turned down on touch panel No video in teams or PanoptoIs there another application already using the camera feed No audio or mic in Teams Check device settings in Teams, speaker should match PC audio source (ping test for PC sound) Mic should match the one that shows levels in Sound settings No mic in PanoptoCheck mic selected and choose correct one. Correct one shows levels. 3737 Escalations Update ticket with the remote troubleshooting performed Message 3737 Escalations Teams Chat, marking the Message as Important for visibility, detailing room number and location, brief description of the issue and providing a link to the ticket. example: also best practice to use Edge rather than Chrome when using FS for tickets as when you copy and paste a link to a ticket is shows up better and saves you having to put the issue really if you edit the subject well enough. example below: The ITAV tech attending the call, must reply to the teams chat that they are attending. IT Agent who logged the call then assigns the ticket to the responding tech
