ITTS Update » TrackIT! http://itts.ala.org/update From the ALA IT Department Mon, 19 Oct 2009 15:47:33 +0000 http://wordpress.org/?v=2.8.5 en hourly 1 © jlevine@ala.org () jlevine@ala.org() From the ALA IT Department jlevine@ala.org No no http://itts.ala.org/update/wp-content/plugins/podpress/images/powered_by_podpress.jpg ITTS Update http://itts.ala.org/update 144 144 TrackIT! Updates – November 2006 http://itts.ala.org/update/?p=153 http://itts.ala.org/update/?p=153#comments Fri, 01 Dec 2006 22:20:49 +0000 admin http://itts.ala.org/update/2006/12/01/trackit-updates-november-2006/ The server TrackIT! resides on needs to be rebuilt in order to resolve problems that have been encountered since TrackIT! went live.

]]> http://itts.ala.org/update/?feed=rss2&p=153 0 TrackIT! Updates – October 2006 http://itts.ala.org/update/?p=127 http://itts.ala.org/update/?p=127#comments Tue, 31 Oct 2006 17:18:38 +0000 admin http://itts.ala.org/update/2006/10/31/trackit-updates-october-2006/ TrackIT is installed and working and being used by ALA staff to process problem tickets and work requests. It is not yet open to the world, but we expect to be able to accomplish this soon. ITTS staff completed 280 of 371 work orders in the month of October 2006.

]]> http://itts.ala.org/update/?feed=rss2&p=127 0 TrackIT! Updates – September 2006 http://itts.ala.org/update/?p=38 http://itts.ala.org/update/?p=38#comments Thu, 28 Sep 2006 20:18:11 +0000 admin http://itts.ala.org/update/2006/09/28/trackit-updates-september-2006/ ITTS staff are now using TrackIT for problem reports. ALA staff are also able to use the system to place work orders.

]]> http://itts.ala.org/update/?feed=rss2&p=38 0 TrackIT! Updates – April 2006 http://itts.ala.org/update/?p=59 http://itts.ala.org/update/?p=59#comments Tue, 05 Sep 2006 19:51:29 +0000 admin http://itts.ala.org/update/2006/09/05/trackit-updates-april-2006/ April 2006

Implementation of TrackIt! was decoupled from the KMS launch to avoid training and support conflicts. ITTS staff continue to refine the system and expect to make it generally available in early May.

]]> http://itts.ala.org/update/?feed=rss2&p=59 0 TrackIT! Updates – May 2006 http://itts.ala.org/update/?p=60 http://itts.ala.org/update/?p=60#comments Tue, 05 Sep 2006 19:51:07 +0000 admin http://itts.ala.org/update/2006/09/05/trackit-updates-may-2006/ May 2006

Since our last update, an upgrade to TrackIt! was received and installed. Testing of the upgraded system is underway. We expect TrackIt! to go live early in June.

]]> http://itts.ala.org/update/?feed=rss2&p=60 0 TrackIT! Updates – June/July 2006 http://itts.ala.org/update/?p=61 http://itts.ala.org/update/?p=61#comments Tue, 05 Sep 2006 19:50:35 +0000 admin http://itts.ala.org/update/2006/09/05/trackit-updates-junejuly-2006/ June/July 2006

After having resolved some early issues resulting from the upgrade, the system is now up and running and ITTS staff are managing problem reports using TrackIT! The next step is to put the web (user) interface on the Knowledge Management System. This will happen late summer.

]]> http://itts.ala.org/update/?feed=rss2&p=61 0 TrackIT! Updates – August 2006 http://itts.ala.org/update/?p=62 http://itts.ala.org/update/?p=62#comments Tue, 05 Sep 2006 19:50:10 +0000 admin http://itts.ala.org/update/2006/09/05/trackit-updates-august-2006/ August 2006

TrackIT! is ready to go live. We have developed instructional materials for logging into and using the system which will be distributed to staff shortly. The software assigns work orders, tracks time to resolution, stores solutions in a knowledge base, and automatically escalates requests that do not receive timely responses. We expect the use of the email address helpdesk@ala.org to be deprecated when TrackIT! goes live.

]]> http://itts.ala.org/update/?feed=rss2&p=62 0 TrackIT! – Background http://itts.ala.org/update/?p=16 http://itts.ala.org/update/?p=16#comments Fri, 07 Jul 2006 19:25:02 +0000 admin http://itts.ala.org/update/2006/07/07/trackit-background/ Our new help desk application, TrackIt! is set to launch with the Knowledge Management System portal on April 3rd. All calls or messages to the help desk will now be entered directly into the TrackIt! system, where a problem ticket will be opened and requests will be assigned to an ITTS staff member. Staff can follow the progress of their requests in the system in real time. TrackIt! will also give us reliable statistics on help desk issues.

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