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Pour chacune :",[280,281,282,293,299],"ul",{},[283,284,285,288,289,292],"li",{},[267,286,287],{},"Sujet"," : le titre, le badge rouge ",[267,290,291],{},"URGENT"," si le demandeur l'a signalée comme urgente, la date et le nom du demandeur (icône de badge pour un membre du personnel, de personne pour un élève) ;",[283,294,295,298],{},[267,296,297],{},"Prise en charge"," : l'état de la demande et la personne qui s'en occupe, ou « Personne ne s'en occupe » ;",[283,300,301,304],{},[267,302,303],{},"Catégorie"," : Technique, MyITCFCA, Établissement ou Divers.",[306,307,310],"capture",{"alt":308,"src":309},"La liste des demandes de support","\u002Fcaptures\u002Fsupport-liste.png","La page Toutes les demandes avec plusieurs lignes, dont une URGENT, des états de couleurs différentes et les boutons Prendre et Voir.",[312,313,315],"h3",{"id":314},"les-états","Les états",[317,318,319,332],"table",{},[320,321,322],"thead",{},[323,324,325,329],"tr",{},[326,327,328],"th",{},"État",[326,330,331],{},"Signification",[333,334,335,347,358,369],"tbody",{},[323,336,337,344],{},[338,339,340,343],"td",{},[267,341,342],{},"Ouvert"," (gris)",[338,345,346],{},"La demande vient d'arriver.",[323,348,349,355],{},[338,350,351,354],{},[267,352,353],{},"En cours"," (bleu clair)",[338,356,357],{},"Quelqu'un la traite.",[323,359,360,366],{},[338,361,362,365],{},[267,363,364],{},"En attente du demandeur"," (jaune)",[338,367,368],{},"Vous avez posé une question, vous attendez sa réponse.",[323,370,371,377],{},[338,372,373,376],{},[267,374,375],{},"Résolu"," (vert)",[338,378,379],{},"La demande est clôturée.",[272,381,383],{"id":382},"traiter-une-demande","Traiter une demande",[385,386,387,391,397,401,412,416,423,427,438,442],"steps",{},[312,388,390],{"id":389},"cliquez-sur-prendre","Cliquez sur « Prendre »",[263,392,393,394,396],{},"Vous devenez la personne qui s'occupe de la demande. Vos collègues le voient dans la colonne ",[267,395,297],{}," et évitent de répondre en double.",[312,398,400],{"id":399},"cliquez-sur-voir","Cliquez sur « Voir »",[263,402,403,404,407,408,411],{},"Le ",[267,405,406],{},"Fil de discussion"," affiche la demande (titre, message, lieu éventuel) et toutes les réponses déjà échangées. À droite, le bloc ",[267,409,410],{},"Informations"," résume le demandeur et l'état.",[312,413,415],{"id":414},"rédigez-votre-réponse","Rédigez votre réponse",[263,417,418,419,422],{},"Dans ",[267,420,421],{},"Répondre",", écrivez un message clair et complet.",[312,424,426],{"id":425},"choisissez-le-nouvel-état","Choisissez le nouvel état",[263,428,429,430,432,433,435,436,270],{},"Cochez ",[267,431,353],{},", ",[267,434,364],{}," ou ",[267,437,375],{},[312,439,441],{"id":440},"cochez-envoyer-un-mail-et-cliquez-sur-envoyer","Cochez « Envoyer un mail » et cliquez sur « Envoyer »",[263,443,444],{},"Le demandeur reçoit votre réponse par e-mail, avec un lien pour voir la demande dans MyITCFCA. Le message « Réponse enregistrée » confirme.",[306,446,449],{"alt":447,"src":448},"Le détail d'une demande de support","\u002Fcaptures\u002Fsupport-ticket.png","Le détail d'un ticket : le fil de discussion avec la demande et une réponse, le formulaire Répondre avec les quatre états, la case Envoyer un mail et le bloc Informations à droite.",[451,452,453,454,457],"tip",{},"Sans la case ",[267,455,456],{},"Envoyer un mail",", la réponse est enregistrée mais le demandeur n'est pas prévenu. Cochez-la presque toujours.",[263,459,460,461,464,465,468],{},"Une demande ",[267,462,463],{},"Résolue"," est verrouillée : le champ de réponse et le bouton ",[267,466,467],{},"Envoyer"," sont grisés.",[272,470,472],{"id":471},"les-logs-récents","Les logs récents",[263,474,475,476,479],{},"En bas du détail, les ",[267,477,478],{},"Logs récents"," listent les dernières actions liées à la demande. Utile pour comprendre ce qui s'est passé avant votre intervention.",[481,482,483,484,435,487,490,491,270],"note",{},"Beaucoup de demandes concernent l'accès à MyITCFCA. Les outils pour débloquer un compte sont dans la fiche de la personne, onglet ",[267,485,486],{},"Support",[267,488,489],{},"Actions",". Voir ",[492,493,82],"a",{"href":83},{"title":495,"searchDepth":496,"depth":496,"links":497},"",2,[498,502,509],{"id":274,"depth":496,"text":275,"children":499},[500],{"id":314,"depth":501,"text":315},3,{"id":382,"depth":496,"text":383,"children":503},[504,505,506,507,508],{"id":389,"depth":501,"text":390},{"id":399,"depth":501,"text":400},{"id":414,"depth":501,"text":415},{"id":425,"depth":501,"text":426},{"id":440,"depth":501,"text":441},{"id":471,"depth":496,"text":472},"Prendre en charge les demandes d'aide envoyées depuis MyITCFCA par les élèves et le personnel, y répondre et les clôturer.","md",null,{},{"icon":225},{"title":222,"description":510},"nux-01vNVW9AxLGOFr5uqEgdTpFnzsnL12MqtMWSNfI",[518,520],{"title":217,"path":218,"stem":219,"description":519,"icon":220,"children":-1},"Régler l'année scolaire, la date de rentrée, les messages de MyITCFCA, le message des écrans et l'expéditeur des e-mails.",{"title":227,"path":228,"stem":229,"description":521,"icon":230,"children":-1},"Les pages de vérification du menu En cours de dev, photos manquantes, incohérences, données fictives de test et simulateur de borne.",1790149549079]