School Management

Cases21 Program

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Support and Feedback

Service Desk

The Service Desk provides support for school based users of CASES21, the School Maintenance System (previously known as PRMS21), EMA, Corporate EduMail, the School Data Link System (SDLS), hardware warranty, software, WebCMS, VicSmart.

Prior to logging a call, school administration staff should ensure they have the following information, as appropriate:

  • their record number (or TSSP number if they are a TSSP),
  • format name and number,
  • relevant passwords,
  • any relevant documentation,
  • a clear understanding of the nature of the problem, and
  • any other relevant information - for example, any error message, relevant names (like family name), actions taken since noticing the problem, impact on you.

The preferred method of contacting the Service Desk is via the Service Gateway. Alternatively, the Service Desk can be contacted by:

The Service Desk operates between 8:00am and 5:30pm, Monday to Friday during school terms; and between 8.30am and 5.00pm during school holidays.

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Service Gateway

The Service Gateway provides a web interface to the Service Desk's call management system. It provides schools with online access to their incidents. They can add new incidents or view and update existing incidents. This new web interface is now available to all schools.

You can use the Service Gateway to log and monitor calls for support for DEECD systems, including CASES21and HRMS.

The Service Gateway also has a Bulletin Board and Knowledge Bank which is updated regularly to provide information on important current issues and items generating high numbers of requests for support. These notices only appear for a limited time so it is important to check the Service Gateway regularly.

https://www.eduweb.vic.gov.au/servicedesk/infraEnterprise.dll?Form=Lite 

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School Feedback

The CASES21 team appreciates receiving feedback from schools. Your opinions are important to us and are considered in future CASES21 development.

Log your comments, issues or suggestions for CASES21 development on the Service Gateway.

Feedback and suggestions for improvement on the CASES21 Finance Business Process Guide can be e-mailed to: C21Guide@edumail.vic.gov.au