From kmcclure at cameron.edu Tue Sep 29 16:09:31 2020 From: kmcclure at cameron.edu (Kelly McClure) Date: Tue, 29 Sep 2020 21:09:31 +0000 Subject: [CoIT-helpdesk] Welcome to the HelpDesk Listserv Message-ID: Good Tuesday Afternoon Everyone! Welcome to the HelpDesk Listserv sponsored by the Council on Information Technology and the Oklahoma State Regents for Higher Education. All of you are receiving this email because your Director/CIO has added your name to the mailing list. This listserv is designed to allow you to communicate with each other and give you the opportunity to ask questions and find out what your peers are doing. What we have discovered is that all of us are doing pretty much the same things and have the same issues across the higher ed landscape. We can use that knowledge to help each other out. I hope you take the opportunity to use this listserv and take advantage of the vast range of experiences that we all have in Oklahoma. We all have the same goal, to create a wonderful experience for our students. I am encouraging my team to begin the process and start the ball rolling. So stay tuned! Sincerely, Kelly Kelly McClure Director of Information Technology Services Cameron University 2800 West Gore Boulevard Lawton, Oklahoma 73505 E-Mail: kmcclure at cameron.edu [cid:image001.png at 01D12C22.15C33580] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 1701 bytes Desc: image001.jpg URL: From pstephen at cameron.edu Wed Sep 30 15:36:11 2020 From: pstephen at cameron.edu (Phill Stephens) Date: Wed, 30 Sep 2020 20:36:11 +0000 Subject: [CoIT-helpdesk] Starter Topic Message-ID: <86683dd404094b6bab2d92408f57ea20@cameron.edu> Hello All, 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. So to narrow my inquiry down, I'll ask the following questions. 1. What ticketing software do you use and are you happy with the data and/or tracking it provides? 2. Do you have a standard you follow for such categorization or any suggestions for creating one? Please let me know if you have any questions or concerns. I look forward to hearing from you. Thank you for your time, Phillip Stephens PSY BS 15, PSY MS 20 Help Desk Coordinator Cameron University 580-581-2993 CETES 107 [Alumni_Picture] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 15437 bytes Desc: image001.png URL: