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IT Help is Here

By Dr. Philip Baczewski, Director of  Academic Computing and User Services

As of Monday morning, May 12, 2008, a new resource is available for those needing help with Information Technology at UNT. The Academic Computing and User Services Division of the CITC has implemented a new version of the trouble ticketing system that has been in use for over 10 years, and has made some new features available to both IT customers and IT support staff.

The Helpdesk Central page has been replaced with a new "IT Help Center" site which will make it even easier for customers (anyone with an EUID and password) to submit a request for IT support. The IT Help Center is one-stop shopping for making requests for IT support.

IT Help Center
The IT Help Center supports requests for general services available to employees and students and will also present service requests which are specific to Employee or Student roles at the University.

Another new IT support service is a new searchable knowledge base which includes all of the CITC Helpdesk FAQ information. This information base will be continually expanded and plans are to supplement it with an extensive collection of commercially provided answers on common topics such as Microsoft Office.*

Help Center Knowledge Base


For a number of years, the CITC and distributed support areas have been using a Helpdesk application from BMC/Remedy to track IT trouble tickets. The latest version of this system from BMC has been renamed ITSM which stands for Information Technology Support Management. Implementation of this new system has been underway at UNT for more than a year. At the April 4 meeting of DCSMT and a meeting with CITC managers on April 9, it was decided to move to the new system on May 12, 2008. Since that date, IT support requests have been entered into the new ITSM call tracking system. All of the self service scripts currently in use for reporting problems or requesting service currently found on the "Helpdesk Central" page have been redirected to similar items which will enter information into the new call tracking system via the IT Help Center.

The old Remedy 5 is longer available as of Monday, May 19, 2008, but all tickets from that system will be available to IT support staff for browsing or reporting via an archive view on the new ITSM system. Information about the new ITSM system can be found at http://itsm.unt.edu/. More detailed information for IT support along with a link to the ITSM web console can be found by following the "IT Support Staff Links" link on that page. Questions about this new system can be directed to Dr. Philip Baczewski, Director of Academic Computing and User Services.


* This month's "Helpdesk FYI" column discusses specific features of the new IT Help Center website.

 


Originally published, May 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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