Information Technology Services has replaced our former ticket/work order system with a much more up-to-date and user-friendly service management system from Cherwell Software. Via e-mails, this new system will facilitate better communication about the status of your requests for help regarding technology. The e-mails you will receive coincide with the three stages of your work order:
When you contact ITS or TAC about a technology issue, a ticket will be created. For your reference, an e-mail will be sent to you with basic information.
When the ITS or TAC staff believe that your issue has been resolved, you will receive another e-mail that includes the original incident description and the current resolution description. Also included in this e-mail are two links: Ticket Not Completely Resolved and Ticket Completely Resolved. Please click on the appropriate link to let us know whether you agree, disagree, and/or understand the stated resolution description.
If we do not hear from you within three business days of the “Resolution” e-mail, we will assume all issues have been resolved satisfactorily. So please, if you feel that your issue is not fixed, or you do not agree with the stated resolution description from the technicians, respond as soon as possible by clicking the Ticket Not Completely Resolved link. This will generate a new e-mail where you can update the information as to why the issue is not resolved. The e-mail will be sent back to ITS, where we can determine the next step.
Once you agree that the ticket has been resolved, or after the three-day waiting period has passed, the ticket will be closed. We will then send you a brief, five-question survey opportunity for you to rate the support you received related to that particular ticket.
Last updated: 04-07-2014