Showing posts with label ticketing. Show all posts

Service alert - Team Dynamix 6/11/2020 - updated 930AM

by Anonymous in , , ,

930AM update: The issue has been resolved. Between the hours of 7:55 am ET and 9:55am ET on 6/11/2020, TeamDynamix was not accessible due to a widespread outage within the Microsoft Azure environment.

Microsoft Azure has confirmed that the issue has been resolved, see below for details. Further to this notification, we have conducted our own series of performance tests - each of which is now showing normal operation. Please call the IT Solution Center at 805-437-8552 to report any further issues you may be experiencing with TeamDynamix.
855AM: TeamDynamix has reported that some sites are experiencing slowness and errors with the Solution Center online (http://go.csuci.edu/solutioncenter). Information Technology Services is tracking this issue, and will provide updates on this page as further updates are provided by the vendor. Please call 805-437-8552 to report any issues you may be experiencing with TeamDynamix.

IT Solution Center self-service portal is now live!

by Anonymous in , , , , , , , ,

I'm so pleased to share that as of 5:00PM today we have launched the new IT Solution Center self-service technology support portal, powered by TeamDynamix.

The new IT Solution Center portal enables students, faculty, staff to:

  • Find answers to common technology questions
  • Submit requests for IT support
  • Browse the list of available technology services
  • View and update your open IT service requests and help tickets
A link to the IT Solution Center was added in our myCI, and we've provided links throughout the Information Technology Services (ITS) web site to the new Solution Center portal. All new tickets submitted via the support portal have been verified to be properly routing to our technical support teams.

Special thanks to Melissa Bergem and the ITS planning and implementation teams for their dedication to making this launch a success. Thanks to their dedication, we are able to launch our portal with over 70 new services, and a knowledgebase with over 40 articles.

TrackIT will continue to serve as an ITS legacy ticketing system for the time being as ITS technicians update and close any open tickets created on or before today’s 5:00 PM launch time. 

Over the course of the summer and fall, we will work with the few campus organizations (including Institutional Research and Financial Services) to migrate their ticketing process to the IT Solution Center; in the meanwhile these organizations will temporarily continue using TrackIT to manage support and ticket requests.

Please call the Solution Center at 805-437-8552 with any questions or issues about the new support portal, and thanks in advance for your patience and cooperation as we work through any remaining go-live glitches.

New IT Solution Center self-service portal is coming on July 26

by Anonymous in , , , , ,

We're pleased to announce the forthcoming launch of a new self-service portal for IT support, powered by TeamDynamix, on Thursday, July 26, 2018. This service replaces our legacy TrackIT ticketing system and provides greater transparency and flexibility for our user community and IT support teams.

The new Solution Center portal enables students, faculty, staff to:

  • Find answers to common technology questions
  • Submit requests for IT support
  • Browse the list of available technology services
  • View and update your open IT service requests and help tickets
On July 26, a new link in myCI will be available in myCI to provide easy access to the portal. You can get a sneak peek to the IT Solution Center here.

Please contact Melissa Bergem, IT Project Coordinator, at melissa.bergem@csuci.edu with any questions you may have about the new portal. 


Moving from TrackIT to TeamDynamix

by Anonymous in , , , ,

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!