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Hello-
As
the
initial deliverable of the IST Enterprise Ticketing Project, a draft of
the
Software Requirements Specification is now available for review at
http://ist.berkeley.edu/one-ist/projectproposals/Ticketing_Requirements.pdf. Please forward any comments or suggestions to
the team email address at lists.berkeley.edu">one-ist-ticketing lists.berkeley.edu
by May 18th. Feel free to forward this
email to anyone who may have an interest in this topic, but may not be
included
in this distribution.
As
brief
background, the IST Enterprise Ticketing Project seeks to address the
multiple
ticketing systems used by numerous support desks, which in the
aggregate do not
provide a coherent infrastructure for incident reporting, tracking, and
coordinated resolution. The selection of
a single ticketing system will impact the campus in at least two
primary ways:
For
interactions with IST, this is an integral step in the
development of a Service Desk, which will provide a consolidated
approach for
customer interactions.
The new system
will also be made available, without charge,
for customized departmental use, and it can provide the functionality
and
appearance of a department specific “help desk”; software implementation. These ticketing systems will also be
integrated with the IST implementation, so tickets can easily flow
between the
various subsystems whenever necessary.
Thank you for
your attention in this matter.
Harold Pakulat
Associate Director IST Service Desk
2884 Shattuck, S303
Berkeley, CA 94720
Phone: 510-643-9986
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