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Helpdesk FYI

By Jonathan "Mac" Edwards, Assistant Manager of the CITC Helpdesk

Outage Calendars

With the upgrade to the new ITSM 7 reporting system, a new calendar feature has been added. In the past scheduled outages, and campus wide outages were listed in a table.

These same outages will now be found on an easily read calendar.

Three versions of this calendar are currently published.

  1. Broadcasts and Critical Outages
  2. Critical Resolved Outages
  3. Combination of all Broadcasts and Outages (resolved and active)
     

Event Types text box

Event Types

One great feature of the new calendar is the Event Type selection.  Here we see the Event Type selection for the combined calendar.  This allows you to select which events you would like displayed on the calendar.

Unscheduled Outages: Outages which were not scheduled at an earlier date. 

Scheduled Outages: Outages scheduled at an earlier date.

Broadcasts:  Used to inform users regarding system issues.  Generally not used for outages.

Mini Calendar

The mini calendar sits above Event Types. This allows users to quickly select the month, and then day of the Outage or Broadcast in question. When clicking on a specific day the Calendar will display information for that day listed hourly.

Minicalendar

View Selection Tabs Section Tabs

These tabs, located in the upper right hand corner, allow you to toggle between different view modes.  Day will display an hourly breakdown of all outages and broadcasts.  Note that all day events will be displayed above the time keeping area.  The Week tab shows a less detailed breakdown of events, and the Month tab will give a broad over-view. 

Viewing Events

To view even details double click on the event.  A window will pop-up listing important ticket information. A url is included allowing users to access the ticket if you have the correct permissions.

Event detail window

The new ITSM calendar is a very useful tool allowing users to quickly view issues reported within the ITSM system. You can find links to these calendars at the Helpdesk website ( http://www.unt.edu/helpdesk ), and the ITSM website ( http://itsm.unt.edu ).

 

Originally published, June 2008 -- Please note that information published in Benchmarks Online is likely to degrade over time, especially links to various Websites. To make sure you have the most current information on a specific topic, it may be best to search the UNT Website - http://www.unt.edu . You can also search Benchmarks Online - http://www.unt.edu/benchmarks/archives/back.htm as well as consult the UNT Helpdesk - http://www.unt.edu/helpdesk/ Questions and comments should be directed to benchmarks@unt.edu

 

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