Service | Answers (Confluence) |
Service Manager | T. John McCune, Director of ACT and EITA Officer |
Department | Academic and Collaborative Technology |
| Answers Administrator, Christopher Taverna, christopher.taverna@fredonia.edu, x3413 |
Service Owner | Chief Information Officer |
Description | Knowledge Management |
Service Users | Public spaces are accessible to the general public, private spaces are accessible to approved users, only licensed users may create content |
User Services | Answers provides a Knowledge Management Solution for Fredonia |
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 |
Technical Services | - User Creation
- Group Management
- Space Creation
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Requirements | An account is required to create content |
Rates / Cost of Use | No charge back to the user |
Getting Started | Submit a request for access through the ticketing system. |
Availability | This service accessible 24 hrs/day, 7 days/week |
Getting Help | https://answers.fredonia.edu/x/WoAR |
SLA Notes | Requests are handled by the next business day. Not included is content creation. |
Business Procedures | Business procedures are documented on internal Answers page(s). |
Change Procedures | Request for change should be handled through the ticketing system. |
Assigned Primary Support | Christopher Taverna |
Assigned Secondary Support | Jason Burgos |
RACI Chart |
Level | Responsible | Accountable | Consulted | InformedĀ |
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Primary | Christopher Taverna | T. John McCune | ACT | Users | Secondary | Jason Burgos | T. John McCune | ACT | Users | Tertiary |
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Date Last Modified | |
Status | Active |