Technical Support Center (TSC)
Support Request Process

New Support Request Tracking System
&
New multi-channel support and hours

Information Technology's Technical Support Center (TSC) would like to announce that we are updating our support request process to include services provided by Presidium Learning. This partnership will include an updated support request entry system and supplemental multi-channel technical support for our campus community.

The implementation of these updates will be phased to allow for uninterrupted services and the continuation of quality support for our campus. Currently the TSC provides support to all faculty, staff, students and administrators from 7:00am - Midnight Monday - Friday, Saturday and Sunday 10:00am-7:00pm.  Through the supplemental support of Presidium Learning we will soon be able to expand our hours of support to 24 hours, 7 days a week, and 365 days a year.

During our phased implementation some modifications to current processes will take place to update our current support processes.  The phases are defined below to include a description and tentative timeline:

Phase 1 -- Parature

October 2nd -- Parature Go-live

*As an end user, support request notifications will be seen in a different format (see notification changes below).

Phase 2 - Presidium

Through our relationship with Presidium Learning, we plan to expand our current technical support hours allowing us to provide assistance 24 hours a day, weekends and holidays to all students, faculty, staff and administrators. We will also be developing and including a comprehensive Knowledge base for the campus community to use allowing for a wide variety of possible support solutions.

October 8th -- Expansion to 24 hours a day Monday - Friday.

October 22nd -- Expansion to complete 24 hour, 7 day, 365 days per year support.

Phase 3 - Parature

Northern Colorado SupportU 24-7 Now Available

*This will allow client's to identify possible resolutions to technical requests through a self-service knowledge base.  Clients will also be able to initiate, track, update, and re-open support requests on their own.

Notification Changes

As of October 2nd the most noticeable change that will be seen by a client entering a support request through the TSC will be through email notifications.  The information provided in these messages will be different than what was previously sent and will enable users to review more information regarding their requests.

Through our updated support request process email notifications will be sent and received by the client upon entry and resolution of a support ticket.  The emails will be seen in a different format with new wording and information.  An IT technician will also have the ability to initiate additional emails to the client. These notifications could indicate a need for additional information from the client, notification of a request on-hold or for an update on progress from the technician.  Responses to these notifications will be received within the Technical Support Center and will be processed as an update to the request.

Example of an email the end user will receive:

From: Northern Colorado - Technical Support Center [mailto:technical.support@unco.edu]
Sent: Wednesday, September 26, 2007 10:39 AM
To: End User
Subject: Ticket #8008-5016180: Has been assigned (test)

Your support request was recently assigned to a technician. You should expect to hear back from them within a timeframe consistent with the service level assigned to your request.

Parature Self-Service Portal

The Parature Self-Service Portal will be available to our entire campus community. Through secured access a client will be able to utilize the comprehensive knowledge base. This resource will include resources and documentation including but not limited to: Blackboard, Microsoft Office and Ursa.  These documents and help sheets will allow you as an end user to work through and resolve support requests your own convenience.  The ability to track the status of your requests will also be available through the portal giving you the freedom to add your own updates and request for information from the technician without having to place an additional phone call to the Technical Support Center.  If you have not yet entered a request, reporting your need for assistance can be done through the portal as well.

If you have questions, comments or concerns  please contact the
Technical Support Center  (970)351-4357