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OIT News

NEW OIT HELP DESK TICKETING SYSTEM and WEBSITE

What is happening?
OIT is implementing a new help desk ticketing system.   Beginning 13 July 2017, OIT will implement a new ticketing system called TeamDynamix to replace the current Parature ticketing system.

What is TeamDynamix?
TeamDynamix is an Information Technology Service Management (ITSM) system.  An ITSM system is intended to help us:

  • Define the services OIT provides more clearly, in a “service catalog”; the “catalog” description means exactly what it says – just like on Amazon, you can see a very clear representation of the services we provide, select the one you need, and then enter a request to receive that service
  • Improve the customer entry point for requesting services (service requests) or reporting problems (incidents)
  • Improve OIT’s ability to track requests and problem resolution to ensure that we are responding in a consistent and timely way that our customers can rely on
  • Improve OIT’s ability to review the quality and efficiency of our responses

What is changing with this implementation?
This implementation involves some major changes:

  • We are implementing a new OIT Website, based on the TeamDynamix system
  • You can now easily enter requests for service (e.g. account requests) and report problems

on the Web through the MyISU portal or OIT Website any time of the day or night; instead of calling, you can enter a few fields, and the request will go directly to the person it’s supposed to go to – no middle man, no extra time, no callback to find out more information

  • We are beginning to develop a knowledgebase with great search capabilities that will help you to figure out a resolution yourself; we’ll start slow here, but we expect to have this fully functional by the end of fall 2017
  • We are no longer accepting service requests by email – it is so much easier and better to do this through the Web portal, we encourage our customers to try that
  • We have a full set of service level agreements posted on our new Website, one for each service – we can tell you how long it will take to perform the service you are requesting or to respond to a problem you have reported a very high percentage of the time.  You will know what to expect from us, and hold us to that!

OIT is not just changing a tool, but we are changing the way OIT does our business in order to provide you with high quality support.

What is not changing?

  • OIT’s commitment to great customer service.
  • You can still call x2910.  Our TSC technicians will use TeamDynamix to enter your request or problem report.
  • You can still walk in to the basement of Stalker Hall to get a question answered or a problem solved.

What if I have questions or problems?
If you have any questions, you can call the TSC at x2910, or go to the TeamDynamix Client Portal and submit a “Team Dynamix – Report an Issue/Ask a Question” request (it might be good practice!)
As with any new system, we will find some bugs as we go, so please don’t hesitate to tell us if something is not working the way you think it should.

Article Posted 7/7/17


Student O365 on MyISU - Single Sign On Change June 1st, 2017

Beginning on June 1, 2017, when students go to the MyISU Portal to access their student email, they will be prompted to enter their credentials a second time.  This change is being made because Microsoft no longer supports Single Sign On.

Any student that logs in to MyISU and selects the O365 badge will be required to enter their Sycamores email address (i.e. ssam@sycamores.indstate.edu) and their University password to access student email through the MyISU Portal. You can select “Keep me signed in” on O365 after entering your credentials.

Another option to access your email is to add your Sycamores email to your smartphone or other mobile device. You can do this by going to http://web.indstate.edu/oit/students/index.php and selecting “Mobile Devices” then picking your device type (Android, IOS, etc.).

OIT will have a fix available after all faculty and staff are migrated to O365 later in the fall of 2017.

If you do experience any issues or have any questions, please contact the Technology Support Center at 812-237-2910.

Article Posted 5/16/17