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idSCE


Service

Tracker (Jira Service Management)

Service Manager

T. John McCune, Director of ACT and EITA Officer

Department

Academic and Collaborative Technology

Contact

Location: W203 Thompson Hall

,

Phone Number: (716) 673-3407

,

Email: 

Email

ITS Service Center

All requests for assistance are completed using the Tracker Customer Portal

Service Owner

Chief Information Officer

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.

Rates / Cost of Use

There are no costs for faculty, staff, and students to use Tracker.

Getting Started

W203 Thompson Hall, (716) 673-3407, Email ITS Service Center

Availability

Semester Hours

  • Monday – Friday, 8am – 4:30pm

Summer/Break Periods

  • Monday – Friday, 8am - 4pm

Getting Help

W203 Thompson Hall, (716) 673-3407, Email ITS Service Center

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 McCune

Assigned Secondary Support

Mark Mackey

RACI Chart


LevelResponsibleAccountableConsultedInformed 
PrimaryT. John McCune

CIO

ITS Leadership

ITAB

Users

SecondaryMark Mackey

CIO

ITS Leadership

ITAB

Users

Tertiary





Date Last Modified



StatusActive


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