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Monthly Archives: May 2013
Can anyone log a ticket to another team?
Can we reassign tickets to other teams?
Non-ISS teams will be able to assign tickets within their own team and to ISS teams that they currently collaborate with, for example QUILT can reassign to Service Desk and Learning Technologies. Note that: After the Non-ISS team has reassigned the ticket, an on-screen error message will appear due to the fact that they are no longer permitted to view/process the ticket.
ISS teams can still reassign tickets between teams however we would encourage staff to reassign any tickets that have been incorrectly assigned back to the Service Desk with an explanation of why it’s not right, and a suggestion of where it should go. This will help the Service Desk improve initial ticket logging and redirection.
Key Contacts
We have a Stakeholders Group who have given a lot of input into project. Most of these people have been involved in the project from the beginning, working with the project team to review requirements and evaluate potential systems/suppliers, scoring the various offerings and assisting with selection of the final solution.
This group has kindly agreed to act as key contacts for the project – if you have any questions you can of course contact the project team but if it’s easier for you, please contact your nearest Stakeholder Group member, who are:
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Ian Pitcher – EEE, SAgE
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Wendy Craig – ICM, FMS
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Rebecca McCready – Learning support, FMS
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Anne Middleton – Robinson Library
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Keith Lockhart – ECLS, HASS
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David Lowe, Language Centre, HASS
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Janet Watson, Business Systems, ISS
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Stuart Frost, Infrastructure and Architecture, ISS
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Tricia Blakey, Service Desk, ISS
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Dave Alsop, Digital Media Services, ISS
Project contributors
The people involved in the system configuration and testing include:
Core project team – Sharon Mossman (Project Manager), Dave Churchley, Lisa Dimmick, and Dawn Darby
Configuration and general advice – Steven Cuthill, Gavin Younger, Sean Gray, Michael Carrick, Jo Robinson-Lamb, Richard James, Cal Racey, Chris Franks, Pete Harvey, Peter Smith, Paul Thompson, Ian McAlpine, Ben Allen, Paul Haldane, John Donaldson, Chris Schroeder, Richard Kirkpatrick and Linda cunningham
UAT – Vikki Williams, Stephen Goodey, Ian Grunhut, Susan Tarlarini, Paul Pattison, Tricia Blakey, Deborah Harris, Neil Parkin, Paul Roberts, Stuart Frost, John Donaldson, Anne Murphy, Andy Chau, Peter Chau
Training – Roy Clark and Andy Proctor
Thanks! We couldn’t have made it this far without you!
(if I’ve forgotten anyone, I’m really sorry!)