December 8,
2005
In attendance: Dr. Salisbury, Kim Kiehl, Jane Kretschmann, Carol
Rigola, Nancy Shuler.
Unable to attend: Sandy Brubaker, Jesse Parete, Keith Roeth, Patti
Ross.
Status of ITS Customer Service
Faculty and staff have noted
that Information Technology Services proactive efforts have resulted in
excellent response and resolution time, and the technicians are friendly and
helpful. The Track-It! Help desk system works well. Improvement is needed
for technician follow-up response time, and this was discussed.
Track-It! Work Order Follow-up
After a technician completes a job, they are to respond back to the
requester on the resolution of the work order. The problem lies in the tech
getting back to the office to update the work orders in a timely manner,
because they may have other work orders to complete.
Carol Rigola will talk with Jeff Collett on a procedure for the techs to
stop, go back to the office, and update their work orders daily.
Reporting to End Users
Issues:
-
Notifying adjunct instructors of the
status of their lab work order. (adjunct instructors keep reporting a
problem, not knowing it is resolved.)
-
The adjunct instructor list is too
difficult to maintain within Track-It. The “adjunct” account is used
with their name in the body of the work order.
-
Adjunct Instructors may not maintain or
use their Edison e-mail as a communication means.
One suggestion: e-mail the designated lead person for each computer lab.
The meeting ended at 2:58 p.m.
