DotCIO Releases New Online Ticketing System and Knowledge Base

Fri, 08/03/2018 - 15:54 -- wentod

I am pleased to announce that, as of Wednesday, August 8, Rensselaer's Division of the Chief Information Officer has released the first phase of its new on-line ticketing system and knowledge base.

Known as the IT Services and Support Center (ITSSC), the system has been established to provide members of the campus community with a centralized self-help location through the use of an active knowledge base featuring commonly requested content and documentation of known issues. In addition, the on-line ticketing system allows users to submit specific requests for further IT assistance. DotCIO anticipates that this system will improve staff efficiency, communication, and collaboration, and will ultimately provide an improved support experience for the entire campus community.

The system's first phase includes a Support Request form, which members of the community can access by logging into ITSSC using their existing RCS userID and password and submitting a request. Even with the new phase released, DotCIO staff will continue to configure the new system so that it will eventually encompass all departments within the Division, so look for announcements about future updates!

Please visit http://support.rpi.edu for a brief introduction and access to the ITSSC. If you have any questions or feedback about the new system, please contact Help Desk Manager Mare Donohue via e-mail or by calling (518) 276-6723.

John E. Kolb, P.E.
Vice President for Information Services and Technology
Chief Information Officer