[CoIT-helpdesk] Starter Topic

[Phill Stephens]

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]

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