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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.
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.*
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.
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