A new system for tracking requests to Information Technology Services will allow users to see in real time the progress toward resolving their problems.
Beginning November 5, the new call ticketing system—using software purchased from TeamDynamix—will feature a self-service portal for faculty, staff and students, says Steve Banyai, assistant director of IT Services.
“The self-service portal is easy to use, only a few clicks to create a call ticket, replacing the need to send an e-mail,” he says. “We’ve created quick call ticket links for popular applications like MS Outlook and Blackboard LMS, as well as providing customers with a full service catalogue that will allow you to generate call tickets for any computer, hardware, software, telecommunications or admin account creation or password issues, to name just a few.”
Users will be able to log requests and track the status of all their open calls.
“It puts more control in the hands of the client,” Banyai says.
The new system also incorporates a Knowledge Management Tool to replace the previous FAQ system, which will allow people to resolve issues themselves or give them valuable information about how to use features and functions. A new set of call escalation rules will allow IT Services staff to better manage calls and the time it takes to resolve issues.
Users campus-wide will receive an e-mail Wednesday, November 4, with a link to the self-service portal. While IT Services will eliminate the HelpDesk e-mail account, it will continue to handle requests via the Service Desk Hotline at 519-253-3000, ext. 4440.