Answers (Confluence) SC

Service

Answers (Confluence)

Service Manager

T. John McCune, Director of ACT and EITA Officer

Department

Academic and Collaborative Technology

Contact

Location: Thompson Hall, E206

Phone Number: (716) 673-3413

All requests for assistance are completed using the Tracker Customer Portal

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

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

SLA Notes

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

RACI Chart

Date Last Modified

Status

Active