Academic Check-In System

Login page:

Troubleshooting Tips

  • If the kiosk is locked and asking for a login, then power cycle it (the power button in on the right side when facing the screen, near the bottom)
  • After starting up, if you simply see a Windows desktop instead of the login form, click the icon in the bottom of the screen that kind of looks like a movie film icon and you should see a “thumbnail” of the form show up.  Just touch on that to get it in the focus.
  • If you are logged out of the “Agent” system, just click the “Sign in with CAS” button – no need to enter your username and password there.

Details on How to Use

When you login, you are taken to the list of all “Open” tickets for your “Department” (the Grad and Undergrad office personnel are each considered different departments in this software).  These are the students who have checked in and whose tickets are not Resolved / Closed.  I have created new “queues” for each of the departments that will pull all open / with advisor tickets for the relevant department.  To get to that list, make sure you are on the Tickets tab, and click the Open menu, then select either Graduate or Undergraduate.  Everyone will be able to see both of these queues in that list, but you will only see a number other than “0” if you are in the appropriate department.

The default is to show the newest first.  In order to change that sort order, click the Created column header title until you see the arrow pointing in the direction you prefer (up, if you want to see the oldest first).  If you would like to change your default sort order, then go to the Profile link in the top-right corner.  Under My Account Profile, select the Preferences tab.  For “Thread View Order”, select your preference, then click the Save Changes button.

Here is how I anticipate the flow:

    • Student approaches the kiosk and selects if he/she wants to visit a Graduate Advisor or an Undergraduate Advisor.
    • After selecting grad / undergrad, the student will then be able to swipe his/her Buzzcard for easy checkin, or can either enter his/her GTID (and hit the enter key) or “0” (if they do not have / do not know their GTID).
      • If he/she has swiped his/her Buzzcard or provided his/her GTID, then the student will be greeted by name and the appropriate list of options (based on the initial selection of grad vs undergrad in the beginning) will be available for them to choose.  After selecting the appropriate option, he/she will tap the Check In button and receive a message that he/she is checked in and should take a seat.
      • If he/she put 0 for the GTID field, then he/she will have to fill out name, email and select the appropriate reason for visiting, then tap the Submit button and receive a message that he/she is checked in and should take a seat.
    • The student will show up in either the grad (Graduate and Graduate Waiting List) or undergrad (Undergraduate and Undergraduate Waiting List) queues. The big display in the waiting area will automatically update on a regular basis, and will have the Graduate Waiting List and Undergraduate Waiting List in two separate windows side by side.
    • If there is a specific advisor the student needs to see, Tschnadia can assign the appropriate advisor (she has access to both departments).  To do this:
      • Select either the ticket number or subject of the appropriate ticket.
      • Click the person icon at the top of the page, and select Agent.
      • Select the appropriate advisor from the Assignee drop-down, and optionally provide a reason you are assigning that advisor and click the Assign button.  If a reason is provided, then that will be included in the ticket details as an internal note which is not emailed to the student.
    • The advisors can have their queues refresh automatically, so they can see when a new student checks in.
    • When an advisor is ready to work with a specific student, the advisor can go to the waiting room and get the student, then come back to this ticket system, and claim the ticket associated with the student if it hasn’t already been assigned.
    • To claim a ticket:
      • Select either the ticket number or subject link from the list page.
      • At the top of the page, select the person icon and select Claim.
      • You can optionally provide a reason, and then click the Yes, Claim button.
      • Then, to note that you are currently working with the student, click the flag icon, select With Advisor and click the Open button.
      • The next time the refresh runs for the big display, this student will be removed from the appropriate waiting list.
      • When the refresh runs for the other advisors in the same department runs, they can see that a student is currently with you by viewing the With Advisor status.
    • If you need the student’s GTID to search through any of the GT systems, you can find that information at the beginning of the Ticket Thread in the section that has a blue banner.
    • If you want to see the other tickets associated with this student:
      • You may have to scroll up to the top of the page to see the ticket details section.
      • Next to User, you will see the total number of tickets this student has had in parentheses next to his/her name.  Note that this number is for all tickets in the system regardless of department.
      • Click that number to see the total number of Open Tickets and total number of Closed tickets.
      • You also have the option to select All Tickets.
      • Again, these numbers are not specific to the departments, so when you select them the actual number of results may vary from what was listed as the total since you will only be able to see the tickets in your own department.
    • If you decide that you would like to send the student a message with details from your discussion, then scroll (if necessary) to the Post Reply section, and fill out the Response.  If you would like to have items added to the “Select a canned response” drop-down to use for the Response, please let me know and I’ll add them.  Once you are done composing your reply to the student, click the Post Reply button.  Replies will show up in the Ticket Thread under an orangish-looking heading.
    • If you decide that you would like to include any notes about your discussion with the student, scroll down if necessary and select the Post Internal Note tab.  Optionally fill in a title for the note, then fill in the content and when you’re done click the Post Note button.  Internal notes will show in the Ticket Thread under a yellowish-looking heading.  These messages are not sent to anyone in email.
    • Once you are done working with this student / ticket, then click the flag icon and select the Resolved option.  In the new windows, you can optionally fill in an internal note to include, then click the Close button.  Once the advisors’ pages refresh again, this student will no longer show up in the appropriate (Graduate or Undergraduate) queue.