Transcript IT Briefing Agenda 9/16/03

Information Technology at Emory
IT Briefing Agenda 2/19/04
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eMail alias update
Alias subscription demo
Meeting Maker purge
eMail ticket process
ESR demonstration
NetCom Q&A
Information Technology Division
Technical Services
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Barbara Anderson
Elizabeth Bell
James Reed
Karen Jenkins
Andrew Kincaid
Paul Petersen
Information Technology at Emory
Electronic Support Request
(ESR) Form
• End-user service to electronically request
support
• Response time = 24 hours / next business day
• Used for non-critical support requests
– Emergency requests should either call 7-7777 or local
support provider
• Requests monitored during normal business
hours
– M-F 8:00am – 5:00pm
Information Technology Division
Technical Services
Information Technology at Emory
Benefits of the Form
• Primary goal is to increase response time
• Cleans up and streamlines access into the
application
– Eliminates SPAM (8 out of 10)
• Automates and places useful troubleshooting
information into problem description
– IP Address, OS version, browser version, etc.
• Automates routing to other Tier 1 queues
– SPH, SOM, others?
• More accurate reporting
– SPAM tickets do not skew statistics
Information Technology Division
Technical Services
Information Technology at Emory
Benefits continued
• Places subject in ticket to speed up
troubleshooting
– Currently used as starting point for troubleshooting
– Can use to automate ticket routing (IP Request)
• Ensures necessary information is captured
through LDAP authentication and ESD lookups
(or user supplied information)
– eMail address, location, phone, etc.
– Restricts description field as required by Magic
• Places time stamp user submitted request
– Can use to identify delay in ticket creation
Information Technology Division
Technical Services
Information Technology at Emory
eMail Process
Procmail Filter
•Configures message for Magic
•Modifies subject to trigger SPH queue
•Removes SPAM
Support Magic Business Rules
ZMAIL
Information Technology Division
Technical Services
SPH
Information Technology at Emory
ESR Process
ESR
Only tickets from the
web form will enter the
application
Support Magic Business Rules
Tickets for the ESR
queue will have
subject entered for
future automated
routing.
Information Technology Division
Technical Services
ESR
SPH
SOM
Grady
SOM
Emory
Information Technology at Emory
Proposed Schedule
• SOM currently using/testing the form
• Additional features scheduled for 1.0
– Ability to add attachment
– OS & browser version
– Other?
• March = Release 1.0
• March & April = migration period
– Form and email both available
– Communication to users
• May 1, 2004 = email support discontinued
Information Technology Division
Technical Services
Information Technology at Emory
Suggestions?
• Release 2.0 = June
– Additional automation (i.e. routing based on
user supplied subject?)
– Additional information from ESD or other
data source (i.e. dorm/room info.)
– New Tier 1 queues?
– System status? Mentioned previously, need
to investigate…
– Others??
Information Technology Division
Technical Services