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See the Quick Start Digital Tools for Students page

Contact the ITS Service Center:

Tracker
ITS.ServiceCenter@fredonia.edu
(716) 673-3407
W203 Thompson Hall
https://www.fredonia.edu/its/service-center

Contents


Service

Answers (Confluence)

Service Manager
T. John McCune
Department
Technology Support Services
Contact
Answers Administrator, Christopher Taverna, christopher.taverna@fredonia.edu, x3413
Service Owner
AVP/CIO - Stephen Rieks
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
  • User Creation
  • Group Management
  • Space Creation
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

https://answers.fredonia.edu/x/WoAR

SLA Notes

Requests are handled by the next business day.

Not included is content creation.

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
TBD
RACI Chart
LevelResponsibleAccountableConsultedInformed 
PrimaryChristopher Taverna

Service Manager

CIOUser
Secondary

CIO



Tertiary

President



Date Last Modified

Oct 19, 2020

Status
Active

Short URL to this page: https://answers.fredonia.edu/x/5wG1