Help Desk Tracking
Summary
The University Computer Help Desk utilizes an incident tracking system for tracking all support issues reported to the Help Desk. This system may also be utilized by any technical support unit on campus to track their own support issues.
Features
- Customizable to a technical support unit's individual needs
- Web-based
- Send incidents easily to other groups using the system
- Includes a variety of notification options - email, SMS, pager - to keep informed on new or updated incidents
- Options available for allowing users to submit tickets via self-service webform or via email
- Many reporting options available
- System used to send tickets to the Telecommunications & Networking, Classroom Support and/or CISS Systems departments, among other critical service providers
Eligibility
All technical support staff may use the incident tracking system.
Request Process
Access to the incident tracking system is managed through the University Computer Help Desk. Technical support staff may request access by filling out the BMC Service Desk Express (Magic) Request form.
Cost
There is no charge to technical support staff to utilize the ticket tracking system.
Availability
The incident tracking system is generally available 24 x 7 x 365. Periodic maintenance is necessary and outages are announced and scheduled as far in advance as possible.
Getting Help
Technical support staff may contact the University Computer Help Desk at 438-HELP (4357), helpdesk@ilstu.edu, or www.helpdesk.ilstu.edu for assistance with the incident tracking system.
Additional Information
Request this Service
Access to the incident tracking system is managed through the University Computer Help Desk. Technical support staff may request access by filling out the BMC Service Desk Express (Magic) Request form.
TechNews
Milner Library joins the campus paid printing solution
by Cheyenne Stephens The paid printing system at Illinois State University is a service called Pharos, which is owned and maintained by Computer Infrastructure Support (CIS) and is used in a number of department computer labs on campus.
Jean-Marie Taylor and Greg Swank recognized in chili cook-off
Jean-Marie Taylor of the Center for Teaching, Learning & Technology (CTLT) and Greg Swank of Classroom Support were both recognized in the University's annual Gladly We Give chili cook-off. Taylor received second place, and Swank received third place.
Web Support receives "Good to Go" honorable mention
Institutional Web Support (IWS) received an honorable mention in the Good to Go campaign, which promotes sustainable transportation in the cities of Bloomington and Normal. WGLT, which sponsors the Good to Go campaign, is set to kick off the annual Commuter Challenge starting May 12.
Ballard McClesky receives Environmental Stewardship Award
Ballard McClesky of Administrative Technologies Enterprise Systems Support received the Environmental Stewardship Award, which recognizes those furthering the Green Team's mission.
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