Email Item for Deans_and_Dirs
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UNIVERSITY OF REGINA Email Item for Deans_and_Dirs |
Re: Implementation of new Incident Management System on Wednesday February 13, 2008
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Information Services has replaced the current 'WTS' workorder tracking system with a new IT service management software tool ‘Footprints’. All support calls to Information Services will be entered and tracked in the new software.
Implementation of the new software has started today (Wednesday February 13, 2008).
As part of the implementation of this new system, Information Services has reviewed processes and established guidelines for response and completion times for outstanding issues. Escalation of problems to the appropriate areas and email notifications will now be handled by the new system.
In addition, some of our terminology has changed to align with industry standards. The current term 'workorder' will be referred to as a 'ticket' which is a more generic term that will cover incidents, problems, service, training or information requests, and other issues that are recorded in the new system.
Here are some process changes for users to note:
* When a ticket is created, an email confirmation is sent to the customer. No action is required by the caller other than verifying that the information provided is accurate.
* When a ticket is closed, a notice will be sent to the customer indicating that the problem has been resolved. No action is required by the caller.
* If the problem resolution results in creation of an invoice, a separate message will be sent to the user after the invoice has been generated.
Upon implementation of Footprints, users can continue to contact Information Services using the same methods as currently available. However, note that as of February 13, WTS will no longer be available for creation of new work orders. Users can either contact ITSC by phone (at 585-4685) or they may submit a ticket using the new webform that is available under the Computing Services webpage (see link below):
http://www.uregina.ca/compserv/ITSC/fp.shtml
If you have any questions about the implementation status, please contact Susan McGillivray at 337-2282.
David
David Wilson
Associate VP - Information Services
University of Regina
3737 Wascana Parkway
Regina Saskatchewan
S4S 0A2
Phone: 306.585.5646
Sharon Brooks
Information Services
University of Regina
Ed 547.34, 3737 Wascana Parkway
Regina, SK S4S 0A2
V: 306.585.5318
F: 306.337.2324
Email: sharon.brooks@uregina.ca
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