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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">Hello All,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">My name is Phillip Stephens and I’m the Help Desk Coordinator at Cameron University. I figured I would start off a discussion concerning tickets, tasks, work orders, etc.,
and the categorization of them. We use BMC Track-IT for our ticketing software and are working to develop a cohesive standardization of categorization. The hope is that this will promote situational awareness, accuracy of the ticket data, as well as the meaningfulness
of the ticket data. We also hope to track trends so we can rework procedures to properly assist with repeat issues.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">So to narrow my inquiry down, I’ll ask the following questions.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"><o:p> </o:p></span></p>
<ol style="margin-top:0in" start="1" type="1">
<li class="MsoListParagraph" style="margin-left:0in;mso-list:l0 level1 lfo1"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">What ticketing software do you use and are you happy with the data and/or tracking it provides?<o:p></o:p></span></li><li class="MsoListParagraph" style="margin-left:0in;mso-list:l0 level1 lfo1"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">Do you have a standard you follow for such categorization or any suggestions for creating one?<o:p></o:p></span></li></ol>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">Please let me know if you have any questions or concerns.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">I look forward to hearing from you.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">Thank you for your time,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">Phillip Stephens<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">PSY BS 15, PSY MS 20<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">Help Desk Coordinator<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">Cameron University<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">580-581-2993<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif">CETES 107<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"><img width="87" height="87" style="width:.9062in;height:.9062in" id="Picture_x0020_1" src="cid:image001.png@01D6973F.6C1CAA00" alt="Alumni_Picture"><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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