What do You Mean I Need a Ticket?

Did you realize that Information Systems (I/S) receives between 5,500 and 8,000 requests a month? Can you imagine keeping track of all of those? By working together we can help resolve your requests as efficiently as possible.

1. Get Your Information. When you make a request to I/S—any request—we open a ticket. We enter the information, record how we address it and track how long it stays open, phone calls that were made, decisions that were made and any important information about the request. If you email one of us, we log it in the ticket. If you call us, that information goes in the ticket. If you run into us in the hallway, we put that in the ticket as well.
2. Keeping track. So why is this important to you? The ticket is like a file that helps us keep track of your request and ensures that we have all the information needed to resolve it.
3. Research and education. Over the last few years we’ve collected a large history of the types of requests we receive and how to resolve them. We are researching ways to resolve issues with some of the more problematic computer applications. We hope to educate Associates so we can work together to solve more common computer problems.
4. New capability. We will soon be rolling out the capability for you to track the progress of your ticket. We are in a limited trial of this now. This will allow you to enter your ticket number to find out more about how your request is moving through the system. This will enable more transparent communication among our teams.

All these efforts are aimed to help improve communication, transparency and more quickly address your request so you are able to do your best work.