Service | Tracker (Jira Service Desk) |
Service Manager | T. John McCune |
Department | ITS Service Center |
| W203 Thompson Hall, (716) 673-3407, ITS.ServiceCenter@fredonia.edu |
Service OwnerT. John McCune | AVP/CIO - Stephen Rieks
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Description | IT Service Management Software |
Service Users | Faculty, Staff, and Students |
User Services | For the reporting and processing of ITS related incidents, problems, and service requests, Tracker (Jira Service Desk) is used by faculty, staff, and students at the University for reporting and keeping track of their requests and reports. |
Business Services | Faculty, Staff, and Students at the University may use this service. |
Technical Services | IT Service Management Software provides a central point of service for entering, processing, and tracking of ITS related incidents, problems, and service requests. |
Requirements | An eServices login is required to login to Tracker and create requests. Requests can also be emailed in through ITS.ServiceCenter@fredonia.edu. |
Rates / Cost of Use | There are no costs for faculty, staff, and students to use Tracker. |
Getting Started | Email - ITS.ServiceCenter@fredonia.edu Phone – (716) 673-3407 Ticket Submission – https://tracker.fredonia.edu Walk In – W203 Thompson Hall |
Availability | Semester Hours - Sunday, 12pm – 10pm
- Monday – Thursday, 7am – 10pm
- Friday, 7am – 5pm
- Saturday, 12pm- 5pm
Summer/Break Periods - Monday – Friday, 8am - 4pm
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Getting Help | Email - ITS.ServiceCenter@fredonia.edu Phone – (716) 673-3407 Ticket Submission – https://tracker.fredonia.edu Walk In – W203 Thompson Hall |
SLA Notes | Incidents, problems, and service requests are process in alignment with the ITS Service Level Agreement. |
Business Procedures | All faculty, staff, and students may use Tracker. |
Change Procedures | Changes to the service (transition, additions, and discontinuations) must be reviewed by ITS Leadership, ITAB, and approved by the Service Manager (CIO) and Cabinet. |
Assigned Primary Support | T. John McCuneTylor Cardone
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Assigned Secondary SupportTylor Cardone | T. John McCune
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RACI Chart |
| Level | Responsible | Accountable | Consulted | Informed |
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| Primary | Service Manager | Secondary | CIO | Tylor Cardone | T. John McCune | ITS Leadership ITAB | Users | | Secondary | T. John McCune | Stephen Rieks | ITS Leadership ITAB | Users | | Tertiary |
| President |
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Date Last Modified | |