[41045] in Resnet-Forum
Re: Student Worker Ticketing
daemon@ATHENA.MIT.EDU (Rachel Weaver)
Thu Feb 25 14:50:55 2016
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Message-ID: <CACGRg4ceExyydzSo_ywPW00is=gfNq=ptY3JPBr-712YEZ_ZAA@mail.gmail.com>
Date: Thu, 25 Feb 2016 13:50:15 -0600
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Rachel Weaver <rboutili@macalester.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <003701d16ffd$8370c5b0$8a525110$@webster.edu>
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We have individual logins for our Help Desk students, but our lab monitors
don't have accounts. We use Web Help Desk, which is pretty full-featured
and reasonably priced, so the cost hasn't been hugely prohibitive for us.
Rachel Weaver
Assistant Help Desk Manager
Macalester College ITS
On Thu, Feb 25, 2016 at 12:51 PM, Mary Ryan <ryanm@webster.edu> wrote:
> We are using Cherwell which has concurrent licensing so all of our Service
> Desk reps have their own logons.
>
>
>
> 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.)
>
>
>
> Mary
>
>
>
> *Service Management Analyst, IT Information Services*
>
> *Webster University*
>
> *314-246-8753 <314-246-8753>*
>
> *ryanm@webster.edu <ryanm@webster.edu>*
>
>
>
> *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
>
>
>
> 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*
>
> Riverdale, NY 10471
>
> Phone: 718-862-7933
>
> richard.musal@manhattan.edu
>
> www.manhattan.edu
>
>
>
> <http://itsblog.manhattan.edu/>
>
> <http://manhattan.edu/its>
>
>
>
> *-Have a question? * Check our Knowledge Base
> <https://manhattan.teamdynamix.com/TDClient/KB/Default>
>
>
>
> Have you transitioned to Drive yet? Learn more here
> <http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.html> or
> ask ITS.
>
> Click here
> <https://manhattan.teamdynamix.com/TDClient/KB/Default?CategoryID=1022> for
> instructions on how to transition.
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
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> To subscribe, unsubscribe or search the archives, go to
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<div dir=3D"ltr">We have individual logins for our Help Desk students, but =
our lab monitors don't have accounts. We use Web Help Desk, which is pr=
etty full-featured and reasonably priced, so the cost hasn't been hugel=
y prohibitive for us.</div><div class=3D"gmail_extra"><br clear=3D"all"><di=
v><div class=3D"gmail_signature"><div dir=3D"ltr"><div>Rachel Weaver<br></d=
iv><div>Assistant Help Desk Manager<br>Macalester College ITS<br><br></div>=
</div></div></div>
<br><div class=3D"gmail_quote">On Thu, Feb 25, 2016 at 12:51 PM, Mary Ryan =
<span dir=3D"ltr"><<a href=3D"mailto:ryanm@webster.edu" target=3D"_blank=
">ryanm@webster.edu</a>></span> wrote:<br><blockquote class=3D"gmail_quo=
te" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"=
><div lang=3D"EN-US" link=3D"blue" vlink=3D"purple"><div><p class=3D"MsoNor=
mal"><span style=3D"font-size:11.0pt;font-family:"Calibri",sans-s=
erif">We are using Cherwell which has concurrent licensing so all of our Se=
rvice Desk reps have their own logons.<u></u><u></u></span></p><p class=3D"=
MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Calibri",=
sans-serif"><u></u>=C2=A0<u></u></span></p><p class=3D"MsoNormal"><span sty=
le=3D"font-size:11.0pt;font-family:"Calibri",sans-serif">For thos=
e restricted by license counts, the only thing I can think of is to only ha=
ve 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.)<u></u><u></u></span></p>=
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif"><u></u>=C2=A0<u></u></span></p><p class=3D"MsoNorma=
l"><span style=3D"font-size:11.0pt;font-family:"Calibri",sans-ser=
if">Mary<u></u><u></u></span></p><p class=3D"MsoNormal"><span style=3D"font=
-size:11.0pt;font-family:"Calibri",sans-serif"><u></u>=C2=A0<u></=
u></span></p><p class=3D"MsoNormal"><i><span style=3D"font-family:"Cal=
ibri",sans-serif;color:#323e4f">Service Management Analyst, IT Informa=
tion Services<u></u><u></u></span></i></p><p class=3D"MsoNormal"><i><span s=
tyle=3D"font-family:"Calibri",sans-serif;color:#323e4f">Webster U=
niversity<u></u><u></u></span></i></p><p class=3D"MsoNormal"><i><span style=
=3D"font-family:"Calibri",sans-serif;color:#323e4f"><a href=3D"te=
l:314-246-8753" value=3D"+13142468753" target=3D"_blank">314-246-8753</a><u=
></u><u></u></span></i></p><p class=3D"MsoNormal"><i><span style=3D"font-fa=
mily:"Calibri",sans-serif;color:#323e4f"><a href=3D"mailto:ryanm@=
webster.edu" target=3D"_blank">ryanm@webster.edu</a><u></u><u></u></span></=
i></p><p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:&q=
uot;Calibri",sans-serif"><u></u>=C2=A0<u></u></span></p><p class=3D"Ms=
oNormal"><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:&q=
uot;Calibri",sans-serif"> Resnet Forum [mailto:<a href=3D"mailto:RESNE=
T-L@listserv.nd.edu" target=3D"_blank">RESNET-L@listserv.nd.edu</a>] <b>On =
Behalf Of </b>Richard Musal (ITS)<br><b>Sent:</b> Thursday, February 25, 20=
16 10:44 AM<br><b>To:</b> <a href=3D"mailto:RESNET-L@listserv.nd.edu" targe=
t=3D"_blank">RESNET-L@listserv.nd.edu</a><br><b>Subject:</b> Student Worker=
Ticketing<u></u><u></u></span></p><div><div class=3D"h5"><p class=3D"MsoNo=
rmal"><u></u>=C2=A0<u></u></p><div><p class=3D"MsoNormal">How do you all ha=
ndle student workers and ticketing?=C2=A0 We have a lot of them and it is b=
ecoming cost prohibitive to give them all their own ticketing accounts.<u><=
/u><u></u></p><div><p class=3D"MsoNormal">Has anyone else run into this?=C2=
=A0 How are you handling it?<u></u><u></u></p></div><div><p class=3D"MsoNor=
mal">Thanks<u></u><u></u></p></div><div><p class=3D"MsoNormal">Rich<br><br =
clear=3D"all"><u></u><u></u></p><div><div><div><div><div><div><div><div><di=
v><div><div><div><div><div><div><div><div><div><div><div><p class=3D"MsoNor=
mal"><span style=3D"font-size:10.5pt;font-family:"Arial",sans-ser=
if;color:#006600;background:white">-----------------------<u></u><u></u></s=
pan></p></div><p class=3D"MsoNormal"><b><span style=3D"font-size:10.5pt;fon=
t-family:"Arial",sans-serif;color:#006600;background:white">Richa=
rd A. Musal, M.A., M.S., P.D.</span></b><span style=3D"color:#222222;backgr=
ound:white"><u></u><u></u></span></p><div><p class=3D"MsoNormal"><i><span s=
tyle=3D"font-size:10.5pt;font-family:"Georgia",serif;color:#00660=
0;background:white">Associate Director of Client Services & Operations,=
ITS</span></i><span style=3D"font-size:10.5pt;font-family:"Arial"=
;,sans-serif;color:#222222;background:white"><u></u><u></u></span></p></div=
><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&q=
uot;Georgia",serif;color:#222222;background:white"><img src=3D"http://=
home.manhattan.edu/collegerelations/email_logo.jpg"></span><span style=3D"f=
ont-size:10.5pt;font-family:"Arial",sans-serif;color:#222222;back=
ground:white"><u></u><u></u></span></p></div><div><p class=3D"MsoNormal"><s=
pan style=3D"font-size:10.5pt;font-family:"Georgia",serif;color:#=
222222;background:white">Riverdale, NY 10471</span><span style=3D"font-size=
:10.5pt;font-family:"Arial",sans-serif;color:#222222;background:w=
hite"><u></u><u></u></span></p></div><div><p class=3D"MsoNormal"><span styl=
e=3D"font-size:10.5pt;font-family:"Georgia",serif;color:#222222;b=
ackground:white">Phone: <a href=3D"tel:718-862-7933" value=3D"+17188627933"=
target=3D"_blank">718-862-7933</a></span><span style=3D"font-size:10.5pt;f=
ont-family:"Arial",sans-serif;color:#222222;background:white"><u>=
</u><u></u></span></p></div><div><p class=3D"MsoNormal"><span style=3D"font=
-size:10.5pt;font-family:"Georgia",serif;color:#222222;background=
:white"><a href=3D"mailto:richard.musal@manhattan.edu" target=3D"_blank">ri=
chard.musal@manhattan.edu</a></span><span style=3D"font-size:10.5pt;font-fa=
mily:"Arial",sans-serif;color:#222222;background:white"><u></u><u=
></u></span></p></div><div><p class=3D"MsoNormal"><span style=3D"font-size:=
10.5pt;font-family:"Georgia",serif;color:#222222;background:white=
"><a href=3D"http://www.manhattan.edu" target=3D"_blank">www.manhattan.edu<=
/a></span><span style=3D"font-size:10.5pt;font-family:"Arial",san=
s-serif;color:#222222;background:white"><u></u><u></u></span></p></div><div=
><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:"A=
rial",sans-serif;color:#222222;background:white"><u></u>=C2=A0<u></u><=
/span></p></div><div><div><p class=3D"MsoNormal"><span style=3D"font-size:1=
0.5pt;font-family:"Arial",sans-serif;color:#222222;background:whi=
te"><a href=3D"http://itsblog.manhattan.edu/" target=3D"_blank"><span style=
=3D"color:#1155cc;text-decoration:none"><img border=3D"0" src=3D"https://do=
cs.google.com/a/manhattan.edu/uc?id=3D0B4TIsutR6w_MZGJkZ3pYd3dBdDg&expo=
rt=3Ddownload"></span></a><u></u><u></u></span></p></div><div><p class=3D"M=
soNormal"><span style=3D"font-size:10.5pt;font-family:"Arial",san=
s-serif;color:#222222;background:white"><a href=3D"http://manhattan.edu/its=
" target=3D"_blank"><span style=3D"color:#1155cc;text-decoration:none"><img=
border=3D"0" src=3D"https://docs.google.com/a/manhattan.edu/uc?id=3D0B4TIs=
utR6w_MSTJtQTUtWEZ6MUU&export=3Ddownload"></span></a><u></u><u></u></sp=
an></p></div></div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.=
5pt;font-family:"Arial",sans-serif;color:#222222;background:white=
"><u></u>=C2=A0<u></u></span></p></div><div><p class=3D"MsoNormal"><b><span=
style=3D"font-size:9.5pt;font-family:"Georgia",serif;color:#2222=
22;background:white">-Have a question?=C2=A0</span></b><span style=3D"font-=
size:9.5pt;font-family:"Georgia",serif;color:#222222;background:w=
hite">=C2=A0Check our=C2=A0</span><span style=3D"color:#222222;background:w=
hite"><a href=3D"https://manhattan.teamdynamix.com/TDClient/KB/Default" tar=
get=3D"_blank"><span style=3D"font-size:9.5pt;font-family:"Georgia&quo=
t;,serif;color:#1155cc">Knowledge Base</span></a><u></u><u></u></span></p><=
/div><div><p class=3D"MsoNormal"><span style=3D"color:#222222;background:wh=
ite"><u></u>=C2=A0<u></u></span></p></div><div><p class=3D"MsoNormal"><span=
style=3D"font-size:10.0pt;font-family:"Georgia",serif;color:#222=
222;background:white">Have you transitioned to Drive yet? Learn more=C2=A0<=
a href=3D"http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.h=
tml" target=3D"_blank"><span style=3D"color:#1155cc">here</span></a>=C2=A0o=
r ask ITS.<br><br>Click=C2=A0<a href=3D"https://manhattan.teamdynamix.com/T=
DClient/KB/Default?CategoryID=3D1022" target=3D"_blank"><span style=3D"colo=
r:#1155cc">here</span></a>=C2=A0for instructions on how to transition.</spa=
n><span style=3D"color:#222222;background:white"><u></u><u></u></span></p><=
/div></div></div></div></div></div></div></div></div></div></div></div></di=
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