On Wednesday 9/18/2019 at 10:00am we will make the following changes to our ticket forms:
- The form called “CN Device or Application Support” will be removed. Use the form called “Device or Application Support” for all general computer support requests for both CN computers and personal devices.
- The field “Application/Software Name(s)” will be renamed to “Service Offering”. This field will be required. There will be a short list of options; if none of them apply, please choose “Other.”
Why Change the Form?
This is part of an effort to provide better data to Service Owners so they can identify opportunities for service improvements. Documenting the service offering associated with a customer request is an important first step in identifying and prioritizing service improvements.
One goal of the service improvement process is to reduce, eliminate or automate requests where possible. As a recent example, the Duo reactivation tool was implemented in response to data collected by the Service Desk that indicated that reactivations were a common cause of requests to the Service Desk.
Which Service Offerings Will Be Listed?
The following will be the new list of service offerings. The field is multi-valued, meaning you can select more than one if needed.
These items were chosen because each represents a service offering for which there is a Service Owner responsible for reviewing requests. You will note that we have removed things like “Java” and “Firefox” from the list for this reason.
If none of the service offerings in this list applies to a customer’s request, please choose “Other.” You can provide more detail in the ticket Description and Tech Notes fields as needed.
- Adobe Products
- Appworx
- Banner
- BeaverPrint
- Box
- Bridge
- Canvas
- Citrix Apps
- CORE
- DocuSign
- Duo
- GSuite
- Hyland
- Kaltura (MediaSpace)
- Localist (OSU Events Calendar)
- MyDegrees
- MyOSU + OSU Online Services
- Network – Wired
- Network – Wireless
- Mailman (lists.oregonstate.edu)
- Microsoft Office (Word, Excel, PowerPoint, OneNote, Project, Visio, Publisher)
- Microsoft Office 365
- Microsoft Outlook, Outlook Web App, Exchange
- Nolij
- Qualtrics
- VPN
- Zoom
- Other
Review and Reporting
The ITSM team (Lucas and Polly) will be reviewing the results of this change after 1 week and the results will be shared with the Service Desk.
What About CN Asset or Computer Name?
It is still important for you to add the computer asset to the ticket for CN requests. There is really no practical way for us to make TDx force technicians to do this – you just need to do it. If you see a ticket for a CN customer that does not have the asset associated, please make every effort to get it added to the ticket. In cases where the customer has multiple computers, asking them to provide the information on the CN sticker is a good solution.
Questions?
Please ask in the #teamdynamix channel in Slack.
