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 |
| Level | Responsible | Accountable | Consulted | Informed |
|---|
| Primary | T. John McCune | CIO | ITS Leadership ITAB | Users | | Secondary | Mark Mackey | CIO | ITS Leadership ITAB | Users | | Tertiary |
|
|
|
|
|
|---|
Date Last Modified | |
|---|
| Status | Active |
|---|