[41044] in Resnet-Forum
Re: Student Worker Ticketing
daemon@ATHENA.MIT.EDU (Mary Ryan)
Thu Feb 25 13:52:46 2016
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Date: Thu, 25 Feb 2016 12:51:13 -0600
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From: Mary Ryan <ryanm@webster.edu>
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We are using Cherwell which has concurrent licensing so all of our =
Service Desk reps have their own logons.
=20
For those restricted by license counts, the only thing I can think of is =
to only have accounts for the # of people working at a time and work out =
own internal schedule of who should log on to which of those (i.e. if =
you have 4 tech assistants who work at a time even if you may have 20+ =
total you could have Tech 1, Tech 2, Tech 3, Tech 4 accounts and then =
maintain schedule on who will be logged into those when if you need some =
kind of auditing trail. I imagine the upkeep could get annoying though.)
=20
Mary
=20
Service Management Analyst, IT Information Services
Webster University
314-246-8753
ryanm@webster.edu
=20
From: Resnet Forum [mailto:RESNET-L@listserv.nd.edu] On Behalf Of =
Richard Musal (ITS)
Sent: Thursday, February 25, 2016 10:44 AM
To: RESNET-L@listserv.nd.edu
Subject: Student Worker Ticketing
=20
How do you all handle student workers and ticketing? We have a lot of =
them and it is becoming cost prohibitive to give them all their own =
ticketing accounts.
Has anyone else run into this? How are you handling it?
Thanks
Rich
-----------------------
Richard A. Musal, M.A., M.S., P.D.
Associate Director of Client Services & Operations, ITS
<http://home.manhattan.edu/collegerelations/email_logo.jpg>=20
Riverdale, NY 10471
Phone: 718-862-7933
richard.musal@manhattan.edu <mailto:richard.musal@manhattan.edu>=20
www.manhattan.edu <http://www.manhattan.edu>=20
=20
<http://itsblog.manhattan.edu/>=20
<http://manhattan.edu/its>=20
=20
-Have a question? Check our =
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=20
Have you transitioned to Drive yet? Learn more =
<http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.html> =
here or ask ITS.
Click =
<https://manhattan.teamdynamix.com/TDClient/KB/Default?CategoryID=3D1022>=
here for instructions on how to transition.
___________________________________________________ You are subscribed =
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue =
vlink=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri",sans-serif'>We are using =
Cherwell which has concurrent licensing so all of our Service Desk reps =
have their own logons.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri",sans-serif'><o:p> </=
o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri",sans-serif'>For those =
restricted by license counts, the only thing I can think of is to only =
have accounts for the # of people working at a time and work out own =
internal schedule of who should log on to which of those (i.e. =C2=A0if =
you have 4 tech assistants who work at a time even if you may have 20+ =
total you could have Tech 1, Tech 2, Tech 3, Tech 4 accounts and then =
maintain schedule on who will be logged into those when if you need some =
kind of auditing trail. I imagine the upkeep could get annoying =
though.)<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri",sans-serif'><o:p> </=
o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri",sans-serif'>Mary<o:p></o:=
p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri",sans-serif'><o:p> </=
o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-family:"Calibri",sans-serif;color:#323E4F'>Service =
Management Analyst, IT Information Services<o:p></o:p></span></i></p><p =
class=3DMsoNormal><i><span =
style=3D'font-family:"Calibri",sans-serif;color:#323E4F'>Webster =
University<o:p></o:p></span></i></p><p class=3DMsoNormal><i><span =
style=3D'font-family:"Calibri",sans-serif;color:#323E4F'>314-246-8753<o:p=
></o:p></span></i></p><p class=3DMsoNormal><i><span =
style=3D'font-family:"Calibri",sans-serif;color:#323E4F'>ryanm@webster.ed=
u<o:p></o:p></span></i></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri",sans-serif'><o:p> </=
o:p></span></p><p class=3DMsoNormal><b><span =
style=3D'font-size:11.0pt;font-family:"Calibri",sans-serif'>From:</span><=
/b><span style=3D'font-size:11.0pt;font-family:"Calibri",sans-serif'> =
Resnet Forum [mailto:RESNET-L@listserv.nd.edu] <b>On Behalf Of =
</b>Richard Musal (ITS)<br><b>Sent:</b> Thursday, February 25, 2016 =
10:44 AM<br><b>To:</b> RESNET-L@listserv.nd.edu<br><b>Subject:</b> =
Student Worker Ticketing<o:p></o:p></span></p><p =
class=3DMsoNormal><o:p> </o:p></p><div><p class=3DMsoNormal>How do =
you all handle student workers and ticketing? We have a lot of =
them and it is becoming cost prohibitive to give them all their own =
ticketing accounts.<o:p></o:p></p><div><p class=3DMsoNormal>Has anyone =
else run into this? How are you handling =
it?<o:p></o:p></p></div><div><p =
class=3DMsoNormal>Thanks<o:p></o:p></p></div><div><p =
class=3DMsoNormal>Rich<br><br =
clear=3Dall><o:p></o:p></p><div><div><div><div><div><div><div><div><div><=
div><div><div><div><div><div><div><div><div><div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Arial",sans-serif;color:#006600;ba=
ckground:white'>-----------------------<o:p></o:p></span></p></div><p =
class=3DMsoNormal><b><span =
style=3D'font-size:10.5pt;font-family:"Arial",sans-serif;color:#006600;ba=
ckground:white'>Richard A. Musal, M.A., M.S., P.D.</span></b><span =
style=3D'color:#222222;background:white'><o:p></o:p></span></p><div><p =
class=3DMsoNormal><i><span =
style=3D'font-size:10.5pt;font-family:"Georgia",serif;color:#006600;backg=
round:white'>Associate Director of Client Services & Operations, =
ITS</span></i><span =
style=3D'font-size:10.5pt;font-family:"Arial",sans-serif;color:#222222;ba=
ckground:white'><o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Georgia",serif;color:#222222;backg=
round:white'><img id=3D"_x0000_i1025" =
src=3D"http://home.manhattan.edu/collegerelations/email_logo.jpg"></span>=
<span =
style=3D'font-size:10.5pt;font-family:"Arial",sans-serif;color:#222222;ba=
ckground:white'><o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Georgia",serif;color:#222222;backg=
round:white'>Riverdale, NY 10471</span><span =
style=3D'font-size:10.5pt;font-family:"Arial",sans-serif;color:#222222;ba=
ckground:white'><o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Georgia",serif;color:#222222;backg=
round:white'>Phone: 718-862-7933</span><span =
style=3D'font-size:10.5pt;font-family:"Arial",sans-serif;color:#222222;ba=
ckground:white'><o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
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target=3D"_blank">www.manhattan.edu</a></span><span =
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ckground:white'><a href=3D"http://itsblog.manhattan.edu/" =
target=3D"_blank"><span =
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