ITS Ticketing System Upgrade Saturday November 3rd 2018

The ITS Ticketing System used to manage all service requests will be inaccessible on Saturday November 3rd, 2018.  ITS is closed on weekends so we do not believe this will impact service.  As per usual, requests that come in over the weekend will be attended to Monday November 5th, 2018.

ITS Request Form Update Add Contacts

We know that sometimes when clients submit a ticket, they want colleagues updated.  We have enabled a new feature allowing contacts to be added to a ticket upon creation.  Next time you submit a ticket using the ITS Request Form, you can add contacts in the "Contact" field.

New Ticketing Report Tickets Opened Yearly

This report displays number of tickets opened by year.

To see all of our ticketing reports, please click here.

ITS Service Catalog

ITS has put together a Service Catalog so that the community can better understand what services are provided as well as what is covered under each service.  This is a work in progress.  Over time, new services will be generated and outdated services will be retired.  Aside from ITS services, you will also find some non ITS services and how to request them.

Here is the direct link to our Service Catalog:
https://manhattan.teamdynamix.com/TDClient/Requests/ServiceCatalog

We need your help!  Please provide feedback and suggestions for the service catalog here.

Login Now to See Your Tickets

Have you logged into our ticketing system yet?  If not, click here and login now!

Ticketing System Optimization

In our continued effort to optimize our processes we are changing our internal ticketing process.  We do not foresee this change impacting users, but we want to make you aware so that you bear with us should there be issues.  The change should be implemented within the next couple of weeks.  Should you experience any issues please #tellITS.

Ticketing Emails New Look

Have you seen the new look of our ticketing email notifications?

You can also now review current and past tickets here.

Check out the new notification email format below:

Note that you now have a new format that is easier to read with more information.

Also take note of the links.  These links will take you into our ticketing system where you can see all of the information about your ticket including prior comments.

Client Services Office Closed Saturdays Moving Forward

In an effort to optimize resources we have decided to close the Client Services Office on Saturdays. You can see the updated Hours of Operation here.  Note that we will still have staff onsite performing proactive room checks.  They will be monitoring our ticketing system for any emergency requests.

Ticketing System Maintenance

The ITS ticketing system will be down for an upgrade from 8AM - 12PM on Saturday February 14th.  This means that emails to its@manhattan.edu, #tellits submissions, and text messages to ITS will not be received until after 12PM.  If you need assistance during this time period you should call Client Services at 718-862-7973.  No other methods of contacting ITS will work during this time.

Client Services Ticketing System Emails

Have you recently emailed its@manhattan.edu or otherwise requested technical support from Client Services this semester? If so, you may have received updates from our technicians in the form of an email like this one:

These email updates contain information about the current status of your tech-support request, the date the ticket was created, and the due date, among other information.  To make it easier to find these updates, a filter or sort can be created within Gmail to automatically place these emails in a label or tab.  

Gmail's filters allow you to manage the flow of incoming messages. Using filters, you can automatically label, archive, delete, star, or forward your mail, even keep it out of Spam. click here for step-by-step instructions on creating filters with Gmail.

Gmail messages are automatically classified into categories that can help you further organize emails. Categories such as 'updates' can be used as tabs in you inbox, making it easier to sort through your emails for important updates.  Click here for more details about using Gmail inbox tabs. 

ITS Deploys New System for Service Requests

If you've logged a service ticket with ITS recently, you will notice that the email you received looks a little different.  That's because we've moved to a new ticketing system!

As part of our continued effort to improve customer service we have implemented a new Ticketing system called Team Dynamix.  This new system allows us to track all work in our department so we can better utilize our resources and communicate with you. 

Aside from the general service improvement you will notice an improved email and survey interface.  This system is much more user friendly than the system we have been using for the last 10 years. The surveys you receive will now reference the ticket title and number so you will be better able to rate our service.