DotCIO Working on New Online Ticketing System

Wed, 03/21/2018 - 11:47 -- wentod

Rensselaer’s Division of the Chief Information Officer is pleased to announce that members of its staff are currently working on implementing an online ticketing system that will be used for submitting all IT requests.  This system will improve on staff efficiency, communication and collaboration in order to provide an improved support experience while resolving the various IT inquiries or requests that come in from the campus community. 

During the system’s first implementation phase, which is slated for late March, all IT requests that get submitted to DotCIO’s Help Desk and Desktop Services will be created within the system, and requestors will receive email updates from the system as their submission is processed. 

Departments within the Division will continue configuring the system over the summer, and once the system is fully configured, DotCIO will announce the new customer service portal.  When the new resource is in place, all members of the Rensselaer community will then be able to create their own IT requests, check on the status of existing cases, and update their requests with additional information if needed.  In addition, the system will include an active “self-help” knowledge base, featuring answers to commonly-asked questions and documentation of known issues, so that users may be able to answer their own questions without having to submit a request at all.

By implementing this new system, DotCIO’s ultimate goal is not only to make it easier for members of the community to submit their support requests, but also for the Division’s staff to manage those requests in a much more efficient way and ensure that users receive a response or support as quickly as possible. 

DotCIO will provide additional updates as the staff makes further progress in implementing this new system.  In the meantime, if you have any questions, please feel free to contact Mare Donohue, Help Desk Manager.