Service | Answers (Confluence) |
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Service Manager | T. John McCune, Director of ACT and EITA Officer |
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Department | Academic and Collaborative Technology |
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Contact | Answers Administrator, Christopher Taverna, christopher.taverna@fredonia.edu, x3413 Location: Thompson Hall, E206 Phone Number: (716) 673-3413 Email: Chris Taverna All requests for assistance are completed using the Tracker Customer Portal |
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Service Owner | Chief Information Officer |
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Description | Knowledge Management |
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Service Users | Public spaces are accessible to the general public, private spaces are accessible to approved users, only licensed users may create content |
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User Services | Answers provides a Knowledge Management Solution for Fredonia |
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Business Services | Fredonia Employees can request licensed accounts. Background: In an effort to remove documentation from the main Fredonia webpage, more areas are being encouraged to use Answers.
Who: Anyone with a Fredonia e-Services account can use Answers once an account has been created for them. We are limited to 250 licensed users so cannot have this available for everyone. A check of the needed number of licenses should be a part of any approval process.
Responsibilities of ITS:
Creation of Answers accounts(s)
Creation of Answers Space
Creation of permissions and access groups for Space access
Training of end-user(s) on creating/editing pages in Answers and managing their Space
Responsibilities of end-user:
Keep ITS up to date on who needs access to their Space
Create and maintain content in their Space
Report technical issues to ITS |
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Technical Services | - User Creation
- Group Management
- Space Creation
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Requirements | An account is required to create content |
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Rates / Cost of Use | No charge back to the user |
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Getting Started | Submit a request for access through the ticketing system. |
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Availability | This service accessible 24 hrs/day, 7 days/week |
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Getting Help |
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SLA Notes | Requests are handled by the next business day. Not included is content creation. |
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Business Procedures | Business procedures are documented on internal Answers page(s). |
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Change Procedures | Request for change should be handled through the ticketing system. |
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Assigned Primary Support | Christopher Taverna |
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Assigned Secondary Support | Jason Burgos |
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RACI Chart |
| Level | Responsible | Accountable | Consulted | Informed |
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| Primary | Christopher Taverna | T. John McCune | ACT | Users | | Secondary | Jason Burgos | T. John McCune | ACT | Users |
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| | Tertiary |
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Date Last Modified | |
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Status | Active |
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