Help Requests
IT Help Ticket
I need help from the IT department.
View Your IT Tickets – Where is IT?
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Maintenance Request
I have a maintenance request.
View Your Maintenance Tickets
Social Media Request
I need something posted on the city website, or to a social media page.
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Squad Help
I have a squad car problem.
View Your Squad Help Tickets
Network Status
Network Monitor
A green check means all systems are operating normally.
A red X indicates that there is a problem, and IT has already been notified about it.
View Detailed Status – Perform a Speed Test
Remote Support
Please read the RustDesk connection instructions if you haven’t done so already.
Read these instructions fully BEFORE you click this button.
RustDesk Remote SupportIMPORTANT
Please read the RustDesk connection instructions if you haven’t done so already.
Read these instructions fully BEFORE you click this button.
Click the blue logo to download RustDesk, and open the file when the download completes.
You will be shown an ID and a one time password similar to the picture below, provide this information to IT.
Do not click the “Install” button in RustDesk, either during or after use, just close the RustDesk program when the remote help session ends.
Newsletters and Information
IT Newsletters
Current IT Newsletter: Bookstack Documentation Tool
Tech Tips
When accepting a remote support request on AnyDesk, there may be two accept buttons. If there are, always choose the one that does not have a shield on the button.
If you’re asked if AnyDesk should be allowed to make changes to your device, choose “Yes”
After your remote session ends, you may be asked if you like AnyDesk and would like to install it, or to review how your remote support session went. These reviews are for the AnyDesk software itself, and go to the AnyDesk software vendor, not to the city, so it’s up to you if you want to fill these surveys out or just close them.
Creating a help desk ticket automatically gathers diagnostic information about the problem you’re having to get your problem resolved faster.
The information gathered is about the user logged in when the ticket was created, and about the computer the ticket was created from.
Creating a ticket for someone else, or from a computer different from the one having a problem provides no useful data for the troubleshooting process.
When you create a ticket you will receive a receipt via email that your ticket was created successfully, as well as updates when your ticket was accepted by an IT technician, that it is being worked on, what has been done about it so far, etc. so that way you are kept in the know about what’s going on with your help request.
All content of the emailed receipts is also permanently available by clicking on “Create / View Help Desk Tickets” above, in case the email is lost or deleted.
If a ticket has been marked as closed / completed by IT, but it’s something you still need help with, you also have the option to reopen your tickets.
Are you looking at an error message?
On your keyboard, press ⊞ Win + ⇧ Shift + S to open the snipping tool to make a screen capture.
Draw a box around the error message.
The results of your screen capture will pop up in the bottom right corner of the screen, click on it to save the picture, and then use the “File Upload” section to attach the picture when creating your helpdesk ticket.
Calls and emails to helpdesk@marinette.wi.us do not gather diagnostic information about the problem you’re having. A ticket can be created manually by IT from the call or email, but your problem may take longer to diagnose and resolve.
Whenever possible, please use the help desk ticket function. Creating a help desk ticket automatically gathers diagnostic troubleshooting information about the computer and user account creating ticket, at the time that the ticket was created.
This also creates better documentation of what has had a problem, so we can better keep track of which specific devices are giving us problems most often in case they need to be replaced, as well as having access to real data about the problem to eliminate guessing for solutions.
To use a “car analogy”, which is something that is often requested when explaining IT stuff to non-IT people, creating a ticket is like having a car problem, bringing your car into the shop, allowing the mechanic to properly do their job, and hook the diagnostic computer up to your car to be pointed in the right direction, where calls and emails are like pulling up, walking into the shop, and telling the mechanic “I have a car, it might have a problem, it’s in your parking lot, but I’m not telling you which car is mine or what the problem might be”.
The problem can still be fixed (eventually) through guessing and process of elimination, but it’s unnecessary time spent by you waiting for guessing, and unnecessary time spent by the IT department unable to help someone else while guessing.
“Turning it off and on again” is something that actually works.
Computers have limited memory, processing power, and other resources that are assigned to applications you use as you use them, but those applications aren’t always great at giving those resources back when they’re done with them.
Turning your computer off and on unassigns all resources to all applications, so you can “start fresh” as you reopen the things you’re using, without things you’re not using still using up resources on your PC.
Password policies and complexity rules exist for the purpose of protecting the user and the organization from data loss.
Our password policy requires passwords at least 8 characters in length and containing at least 3 of the 4 following…
An uppercase letter
A lowercase letter
A number
A symbol
When choosing a password, consider using a pass phrase instead. When hacks against an organization happen it isn’t a human on the other end trying to guess your password, it is a machine making login attempts with every password that could possibly exist, repeatedly and rapidly through process of elimination until one works. (for example, aaaaaaa, aaaaaab, aaaaaac, aaaaaad, and so on forever until a password is guessed successfully)
This means that tricks like using an @ to mean A, or $ to mean S don’t actually do anything to slow or prevent an attack, a machine can guess aaaaaaa with the same level of ease / difficulty as it can guess aaaaaa@
The primary source of password strength is in the length of the password.
The password “My-Password-Is-Incorrect1!” would take 8 nonillion years for a machine to guess.
(that’s 8,000,000,000,000,000,000,000,000,000,000 years)
The password “uPj~W7qk” would take a machine only twelve hours to guess.
Both passwords meet our complexity requirements, but the “secure looking” randomly generated one is hard to type, hard to remember, but also much less useful from a password security standpoint.
If you’re curious about the strength of your password, visit How Secure Is My Password? | Password Strength Checker (security.org)
See also: Brute-force attack, Dictionary attack.
Short passwords are nearly immediately defeated by brute force attacks, passphrases are made nearly invulnerable to dictionary attacks by adding either a number or a symbol to the phrase, and our password policy happens to require at least one of these to be present.
Do you have a ton of programs open and need to get to something on your desktop?
On your keyboard, press ⊞ Win + D to toggle between viewing your desktop, and viewing your open programs.
This way you get can to what you need without needing to manually close or minimize all of your other program windows.
Not sure if people outside of the organization are getting your email, or if you are getting theirs?
Send an email with anything (or nothing, it doesn’t matter) in the subject and body to ping@tools.mxtoolbox.com
This is an automated mail testing tool that automatically replies to all incoming mail within a few minutes.
The reply will contain some technical information for mail server administrators, but if you get any reply, it means your mail is working.
⊞ Win + D
Return to Desktop / Return to Programs
⊞ Win + ⇧ Shift + S
Open Snipping Tool
Alt + Tab
Change Programs, hold alt and press tab repeatedly to cycle through open programs. Useful for getting out of programs that run in full-screen mode, or don’t have a user interface that contains minimize / maximize buttons.
Ctrl + Backspace
Backspace off exactly one word. Useful for long words, in case you spell something wrong while you’re writing a letter to your cousin in LlanfairÂpwllgwyngyllÂgogeryÂchwyrnÂdrobwllÂllanÂtysilioÂgogoÂgoch about their recent pneumonoultramicroscopicsilicovolcanoconiosis diagnosis, or more realistically to prevent holding down the backspace key too long and removing part of a word (or several words) before what you were trying to remove.
Ctrl + Delete
Similar to Ctrl + Backspace, except it “backspaces” one word at a time to the right instead of to the left.
Ctrl + W
Close current browser tab.
Ctrl + T
Open a new browser tab.
Ctrl + F
Find text in document.
⊞ Win + L
Lock your screen. Useful if you’re leaving your desk, faster than logging out / rebooting.
Alt + F4
Close current program. Useful if something locks up, or if the designer of the program you’re using decided to not include a “close” button in the user interface.
helpdesk@marinette.wi.us
715-732-5148
maintenance@marinette.wi.us
715-923-7966
comms@marinette.wi.us
715-732-5129