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Page Last Modified: Nov 30, 2017


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Service

Tracker (Jira Service Desk)

Service Manager
T. John McCune
Department
ITS Service Center
Contact
W203 Thompson Hall, (716) 673-3407, ITS.ServiceCenter@fredonia.edu
Service Owner
AVP/CIO - Stephen Rieks
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. Requests can also be emailed in through ITS.ServiceCenter@fredonia.edu.
Rates / Cost of Use
There are no costs for faculty, staff, and students to use Tracker.
Getting Started

Email - ITS.ServiceCenter@fredonia.edu

Phone – (716) 673-3407

Ticket Submission – https://tracker.fredonia.edu

Walk In – W203 Thompson Hall

Availability

Semester Hours

  • Sunday, 12pm – 10pm
  • Monday – Thursday, 7am – 10pm
  • Friday, 7am – 5pm
  • Saturday, 12pm- 5pm

Summer/Break Periods

  • Monday – Friday, 8am - 4pm
Getting Help

Email - ITS.ServiceCenter@fredonia.edu

Phone – (716) 673-3407

Ticket Submission – https://tracker.fredonia.edu

Walk In – W203 Thompson Hall

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
Tylor Cardone
Assigned Secondary Support
T. John McCune
RACI Chart
LevelResponsibleAccountableConsultedInformed 
PrimaryTylor Cardone

T. John McCune

ITS Leadership

ITAB

Users

SecondaryT. John McCune

Stephen Rieks

ITS Leadership

ITAB

Users

Tertiary

President



Date Last Modified

Nov 30, 2017


Short URL to this page: https://answers.fredonia.edu/x/AwK1