Helpdesk, Enterprise Systems ticketing upgrade

This notice appeared in the Weekly Phoenix between February 4, 2019 and February 10, 2019.

February 5, 2019

On Wednesday, Feb. 6, at noon, we’re upgrading the Helpdesk ticketing system; Enterprise Systems follows on Friday, Feb. 8; HR and Facilities upgrade in the following weeks. You don’t need to do anything differently. Read on for details or contact the Helpdesk with questions. 

What’s happening? At noon, Wednesday, February 6, we’re upgrading the Helpdesk ticketing system[1]. Enterprise Systems makes the same change on Friday, Feb. 8. Human Resources upgrades next Wednesday, Feb. 13—lucky them! Facilities and Safety Services round out the upgrades on Monday, Feb. 18. 

What do I need to do differently? Not a thing. Continue to email and call us as you’re accustomed to. And continue to expect quick, thorough, friendly service. 

What will I notice? You’ll see improvements in the emails you receive from these departments: we’ve moved the details you care about to the top and removed unnecessary fluff. We’ve also reduced the number of emails you receive—less noise, more help. Each email includes a link to the new customer portal: you can review tickets you’ve submitted, read and add comments, and track status. We’ve also improved handling of duplicate requests, tickets with multiple requesters, and the ticket-close survey. 

What’s coming next? We’re working to add self-help content to the customer portal—the fastest response you’ll get is to the question you didn’t have to ask. 

As always, if you have questions about this or any other Technology Services project, please contact the Helpdesk: [email protected] or 863.874.8888. If you have questions about Workday, please contact Enterprise Systems: [email protected] or 863.874.8415. 

[1] For the curious, we’re upgrading from Cherwell Service Management to Atlassian JIRA Service Desk[2]. We think JIRA Service Desk is a better fit for our needs. 

[2] For the very curious, here’s what Atlassian has to say about JIRA Service Desk: https://confluence.atlassian.com/get-started-with-jira-service-desk/what-is-jira-service-desk-917968347.html