[41047] in Resnet-Forum
Re: Student Worker Ticketing
daemon@ATHENA.MIT.EDU (Richard Musal (ITS))
Thu Feb 25 17:01:10 2016
MIME-Version: 1.0
Content-Type: multipart/alternative; boundary=001a1143b220431b8e052c9f4e8e
Message-ID: <CAPAYw2pU1GS_GC_MJK+utL6MoHbm59OGtYmyddX+x-7uZK5kMw@mail.gmail.com>
Date: Thu, 25 Feb 2016 16:59:48 -0500
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: "Richard Musal (ITS)" <richard.musal@MANHATTAN.EDU>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CACGRg4ceExyydzSo_ywPW00is=gfNq=ptY3JPBr-712YEZ_ZAA@mail.gmail.com>
--001a1143b220431b8e052c9f4e8e
Content-Type: text/plain; charset=UTF-8
Thank you all for the replies. This has been very helpful.
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.
On Thu, Feb 25, 2016 at 2:50 PM, Rachel Weaver <rboutili@macalester.edu>
wrote:
> 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.
>>
>> To subscribe, unsubscribe or search the archives, go to
>> http://LISTSERV.ND.EDU/archives/resnet-l.html
>> ___________________________________________________
>> ___________________________________________________ You are subscribed to
>> the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives, go to
>> http://LISTSERV.ND.EDU/archives/resnet-l.html
>> ___________________________________________________
>>
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--001a1143b220431b8e052c9f4e8e
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: quoted-printable
<div dir=3D"ltr">Thank you all for the replies.=C2=A0 This has been very he=
lpful.<div>Rich</div></div><div class=3D"gmail_extra"><br clear=3D"all"><di=
v><div class=3D"gmail_signature"><div dir=3D"ltr"><div><div dir=3D"ltr"><di=
v><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div di=
r=3D"ltr"><div><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div dir=3D"ltr"=
><span style=3D"color:rgb(34,34,34);background-color:rgb(255,255,255)"><fon=
t color=3D"#006600" face=3D"georgia, serif" style=3D"font-size:14px;font-fa=
mily:arial,sans-serif"><div>-----------------------</div>
<b>Richard A. Musal, M.A., M.S., P.D.</b></font><div style=3D"font-size:14p=
x;font-family:arial,sans-serif"><font color=3D"#006600" face=3D"georgia, se=
rif"><i>Associate Director of Client Services & Operations, ITS</i></fo=
nt></div><div style=3D"font-size:14px;font-family:arial,sans-serif"><font f=
ace=3D"georgia, serif"><img src=3D"http://home.manhattan.edu/collegerelatio=
ns/email_logo.jpg"><br></font></div>
<div style=3D"font-size:14px;font-family:arial,sans-serif"><font face=3D"ge=
orgia, serif">Riverdale, NY 10471</font></div><div style=3D"font-size:14px;=
font-family:arial,sans-serif"><font face=3D"georgia, serif">Phone: 718-862-=
7933</font></div><div style=3D"font-size:14px;font-family:arial,sans-serif"=
><font face=3D"georgia, serif"><a href=3D"mailto:richard.musal@manhattan.ed=
u" target=3D"_blank">richard.musal@manhattan.edu</a><br></font></div><div s=
tyle=3D"font-size:14px;font-family:arial,sans-serif"><font face=3D"georgia,=
serif"><a href=3D"http://www.manhattan.edu" target=3D"_blank">www.manhatta=
n.edu</a><br></font></div><div style=3D"font-size:14px;font-family:arial,sa=
ns-serif"><br></div><div style=3D"font-size:14px;font-family:arial,sans-ser=
if"><div><a href=3D"http://itsblog.manhattan.edu/" style=3D"color:rgb(17,85=
,204)" target=3D"_blank"><img src=3D"https://docs.google.com/a/manhattan.ed=
u/uc?id=3D0B4TIsutR6w_MZGJkZ3pYd3dBdDg&export=3Ddownload"></a><br></div=
><div><a href=3D"http://manhattan.edu/its" style=3D"color:rgb(17,85,204)" t=
arget=3D"_blank"><img src=3D"https://docs.google.com/a/manhattan.edu/uc?id=
=3D0B4TIsutR6w_MSTJtQTUtWEZ6MUU&export=3Ddownload"></a></div></div><div=
style=3D"font-size:14px;font-family:arial,sans-serif"><span style=3D"font-=
size:12.8000001907349px"><br></span></div><div><b style=3D"font-size:12.800=
0001907349px;font-family:georgia,serif">-Have a question?=C2=A0</b><span st=
yle=3D"font-size:12.8000001907349px;font-family:georgia,serif">=C2=A0Check =
our=C2=A0</span><a href=3D"https://manhattan.teamdynamix.com/TDClient/KB/De=
fault" style=3D"color:rgb(17,85,204);font-size:12.8000001907349px;font-fami=
ly:georgia,serif" target=3D"_blank">Knowledge Base</a><font face=3D"georgia=
, serif" size=3D"2"><br></font></div><div><font face=3D"georgia, serif" siz=
e=3D"2"><br></font></div><div><font face=3D"georgia, serif" size=3D"2">Have=
you transitioned to Drive yet? Learn more=C2=A0<a href=3D"http://itsblog.m=
anhattan.edu/p/google-drive-one-place-to-create.html" style=3D"color:rgb(17=
,85,204)" target=3D"_blank">here</a>=C2=A0or ask ITS.<br><br>Click=C2=A0<a =
href=3D"https://manhattan.teamdynamix.com/TDClient/KB/Default?CategoryID=3D=
1022" style=3D"color:rgb(17,85,204)" target=3D"_blank">here</a>=C2=A0for in=
structions on how to transition.</font><br></div></span></div></div></div><=
/div></div></div></div></div></div></div></div></div></div></div></div></di=
v></div></div></div>
<br><div class=3D"gmail_quote">On Thu, Feb 25, 2016 at 2:50 PM, Rachel Weav=
er <span dir=3D"ltr"><<a href=3D"mailto:rboutili@macalester.edu" target=
=3D"_blank">rboutili@macalester.edu</a>></span> wrote:<br><blockquote cl=
ass=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;p=
adding-left:1ex"><div dir=3D"ltr">We have individual logins for our Help De=
sk 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.</div><div class=3D"gmail_extra"><spa=
n class=3D"HOEnZb"><font color=3D"#888888"><br clear=3D"all"><div><div><div=
dir=3D"ltr"><div>Rachel Weaver<br></div><div>Assistant Help Desk Manager<b=
r>Macalester College ITS<br><br></div></div></div></div></font></span><div>=
<div class=3D"h5">
<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><p class=3D"MsoNormal"><u></u>=
=C2=A0<u></u></p><div><p class=3D"MsoNormal">How do you all handle student =
workers and ticketing?=C2=A0 We have a lot of them and it is becoming 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 y=
ou handling it?<u></u><u></u></p></div><div><p class=3D"MsoNormal">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><div><div><div><=
div><div><div><div><div><div><div><div><div><p class=3D"MsoNormal"><span st=
yle=3D"font-size:10.5pt;font-family:"Arial",sans-serif;color:#006=
600;background:white">-----------------------<u></u><u></u></span></p></div=
><p class=3D"MsoNormal"><b><span style=3D"font-size:10.5pt;font-family:&quo=
t;Arial",sans-serif;color:#006600;background:white">Richard A. Musal, =
M.A., M.S., P.D.</span></b><span style=3D"color:#222222;background:white"><=
u></u><u></u></span></p><div><p class=3D"MsoNormal"><i><span style=3D"font-=
size:10.5pt;font-family:"Georgia",serif;color:#006600;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 clas=
s=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:"Georgia&q=
uot;,serif;color:#222222;background:white"><img src=3D"http://home.manhatta=
n.edu/collegerelations/email_logo.jpg"></span><span style=3D"font-size:10.5=
pt;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:"Georgia",serif;color:#222222;backgr=
ound:white">Riverdale, NY 10471</span><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-siz=
e:10.5pt;font-family:"Georgia",serif;color:#222222;background:whi=
te">Phone: <a href=3D"tel:718-862-7933" value=3D"+17188627933" target=3D"_b=
lank">718-862-7933</a></span><span style=3D"font-size:10.5pt;font-family:&q=
uot;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 hr=
ef=3D"mailto:richard.musal@manhattan.edu" target=3D"_blank">richard.musal@m=
anhattan.edu</a></span><span style=3D"font-size:10.5pt;font-family:"Ar=
ial",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-f=
amily:"Georgia",serif;color:#222222;background:white"><a href=3D"=
http://www.manhattan.edu" target=3D"_blank">www.manhattan.edu</a></span><sp=
an 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:"Arial",sa=
ns-serif;color:#222222;background:white"><u></u>=C2=A0<u></u></span></p></d=
iv><div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-fa=
mily:"Arial",sans-serif;color:#222222;background:white"><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://docs.google.c=
om/a/manhattan.edu/uc?id=3D0B4TIsutR6w_MZGJkZ3pYd3dBdDg&export=3Ddownlo=
ad"></span></a><u></u><u></u></span></p></div><div><p class=3D"MsoNormal"><=
span style=3D"font-size:10.5pt;font-family:"Arial",sans-serif;col=
or:#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=3D0B4TIsutR6w_MSTJt=
QTUtWEZ6MUU&export=3Ddownload"></span></a><u></u><u></u></span></p></di=
v></div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-fa=
mily:"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:#222222;backgr=
ound:white">-Have a question?=C2=A0</span></b><span style=3D"font-size:9.5p=
t;font-family:"Georgia",serif;color:#222222;background:white">=C2=
=A0Check our=C2=A0</span><span style=3D"color:#222222;background:white"><a =
href=3D"https://manhattan.teamdynamix.com/TDClient/KB/Default" target=3D"_b=
lank"><span style=3D"font-size:9.5pt;font-family:"Georgia",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:white"><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:#222222;backg=
round: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.html" targ=
et=3D"_blank"><span style=3D"color:#1155cc">here</span></a>=C2=A0or ask ITS=
.<br><br>Click=C2=A0<a href=3D"https://manhattan.teamdynamix.com/TDClient/K=
B/Default?CategoryID=3D1022" target=3D"_blank"><span style=3D"color:#1155cc=
">here</span></a>=C2=A0for instructions on how to transition.</span><span s=
tyle=3D"color:#222222;background:white"><u></u><u></u></span></p></div></di=
v></div></div></div></div></div></div></div></div></div></div></div></div><=
/div></div></div></div></div></div></div></div><p class=3D"MsoNormal">_____=
______________________________________________ You are subscribed to the Re=
sNet-L mailing list. <u></u><u></u></p><p>To subscribe, unsubscribe or sear=
ch the archives, go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.=
html" target=3D"_blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a> _=
__________________________________________________ <u></u><u></u></p></div>=
</div></div></div><div><div>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_=
blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
___________________________________________________</p></div></div></blockq=
uote></div><br></div></div></div><div class=3D"HOEnZb"><div class=3D"h5">
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_=
blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
___________________________________________________
</p></div></div></blockquote></div><br></div>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
___________________________________________________
--001a1143b220431b8e052c9f4e8e--
