Projects

New Database Implemented

To enhance performance and productivity, a new Helpdesk database was developed from the Peoplesoft platform and was implemented in November 2006. This database is so designed to capture the necessary information for our users (specifically staff members). Our users call the helpdesk, inform us of the requests/IT problems, after which the User Services staff log these jobs to specific support staff. All support staff utilize this database to view jobs logged to them. The benefits of this new database are:

• Once a user/staff id is typed in, the system automatically brings up the user's full name, e-mail address and department.

• The fact that we no longer input all the data (users' names, departments etc), using this new system improves performance and productivity.

• An automatic e-mail is sent to the user and the support staff that the problem is logged to, informing them that the job is assigned. A Case ID is also assigned to each job in order to facilitate follow-up.

• All jobs that are open (to be solved) can be viewed by all persons that have access to the database along with jobs on hold (waiting for hardware replacement etc).

• This database also has the capability to escalate over due jobs to specific staff once the date has passed for the job to be completed.

• Requests from our students are normally resolved immediately depending on the nature of these requests.