We're celebrating a retirement and a new partnership!

The Division of Technology & Innovation is happy to announce that our TrackIT ticket management system, which has served our campus faithfully for nearly 15 years, is set to retire.

We're also excited to be migrating to TeamDynamix (TD) for service request, incident management and ticketing. TeamDynamix provides a significantly more modern, robust, and integrated platform to support these functions. The University is already using TeamDynamix for service request management for IT projects, IT procurements, Enrollment Management technical operations, and we expect service request management for Card Services to be launching soon.

During our first retirement phase we will be moving T&I Solution Center/help desk operations into TeamDynamix. This is currently underway, and we are expecting go-live to happen after classes end this May (expected go-live is ~May 21).

After May 21, new tickets submitted to the T&I Solution Center will be created in TeamDynamix.

As it eases its way into retirement, TrackIT will continue to operate temporarily as a legacy system, and will remain in place to archive existing Help Desk tickets through the end of 2018.

For technicians, TeamDynamix provides the same core functionality that TrackIT does: assigning tickets to a queue/group; enabling technicians to open, update, close and communicate about the tickets.

For our students, faculty and staff, TeamDynamix provides a lot of new functionality, including the ability to submit tickets via web forms; web-based self-service; and access to a new service catalog and knowledgebase.

If you'd like to learn more about this project, or if you have any questions or concerns, please contact Peter Mosinskis, Director of IT Strategy, at peter.mosinskis@csuci.edu.

We're excited to wish TrackIT a fond farewell, and so pleased to welcome TeamDynamix in an expanded role at CSUCI for IT ticketing management!

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