[27561] in resnet
Re: liability wavers and ticketing systems?
daemon@ATHENA.MIT.EDU (Lightbody, Erik J)
Thu Apr 12 17:58:41 2012
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Date: Thu, 12 Apr 2012 21:58:31 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Lightbody, Erik J" <elightbody@smcvt.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <EBE376CFC3DC374A8D278663FE0E040502D5CF0B@phoebe.manchester.edu>
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Babbs,
We do use a waiver, and it simply states what the techs can and cannot do (=
which will vary depending on your Helpdesk). We've never had to reference t=
hem to my knowledge, but it is a good way to reinforce the limits of our SL=
A.
We use Track-It for our ticketing system, which has a web component that al=
lows you to access the tickets from any Internet-enabled device. The web co=
mponent is a little clunky, but gets the job done in a pinch. Let me know i=
f you want any more detailed information,
--Erik Lightbody
Saint Michael's College
Helpdesk Manager
On Apr 12, 2012, at 5:16 PM, "Stanton, Paul A" <PAStanton@manchester.edu<ma=
ilto:PAStanton@manchester.edu>> wrote:
Greetings Babbs,
A. Do you have students sign a waiver before a technician or Help Desk staf=
f person works on their personally owned computers
We don=92t do that here. When I was previously at another university, we u=
sed them but have since discontinued the practice.
B. Do you use an online ticketing and issue tracking system? What are the p=
ro's and con's of using it in your current environment?
Forgive me for possibly misreading, but are you talking about using a cloud=
-based vs a self-hosted issue tracking system =96 or using any ticketing sy=
stem at all?
Best regards,
Paul Stanton
Manchester College
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of B Lynn Mc=
Lemore
Sent: Thursday, April 12, 2012 3:01 PM
To: RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>
Subject: liability wavers and ticketing systems?
Friends,
I have two questions which the Resnet community might be able to assist me =
in.
A. Do you have students sign a waiver before a technician or Help Desk staf=
f person works on their personally owned computers. If so, would you be wil=
ling to share the document?
B. Do you use an online ticketing and issue tracking system? What are the p=
ro's and con's of using it in your current environment?
Thanks so much for your time!
Babbs
"Babbs" Lynn McLemore
Computer Support Specialist
Earlham College, Information Technology Services
Earlham Class 2007
Help Desk 765.973.2000
t. 765.983.1286
e. mclemly@earlham.edu<mailto:mclemly@earlham.edu>
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
___________________________________________________
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To subscribe, unsubscribe or search the archives,
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<div>Babbs,</div>
<div><br>
</div>
<div>We do use a waiver, and it simply states what the techs can and cannot=
do (which will vary depending on your Helpdesk). We've never had to refere=
nce them to my knowledge, but it is a good way to reinforce the limits of o=
ur SLA.</div>
<div><br>
</div>
<div>We use Track-It for our ticketing system, which has a web component th=
at allows you to access the tickets from any Internet-enabled device. The w=
eb component is a little clunky, but gets the job done in a pinch. Let me k=
now if you want any more detailed
information,</div>
<div><br>
--Erik Lightbody</div>
<div>Saint Michael's College</div>
<div>Helpdesk Manager </div>
<div> </div>
<div><br>
On Apr 12, 2012, at 5:16 PM, "Stanton, Paul A" <<a href=3D"mai=
lto:PAStanton@manchester.edu">PAStanton@manchester.edu</a>> wrote:<br>
<br>
</div>
<div></div>
<blockquote type=3D"cite">
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<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">Greetings Babbs,<o:p></o:=
p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<p class=3D"MsoNormal"><b><span style=3D"font-family:"Garamond",&=
quot;serif";color:black">A. Do you have students sign a waiver before =
a technician or Help Desk staff person works on their personally owned comp=
uters</span></b><b><span style=3D"font-size:11.0pt;font-family:"Calibr=
i","sans-serif";color:#1F497D"><o:p></o:p></span></b></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">We don=92t do that here.&=
nbsp; When I was previously at another university, we used them but have si=
nce discontinued the practice.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<p class=3D"MsoNormal"><b><span style=3D"font-family:"Garamond",&=
quot;serif";color:black">B. Do you use an online ticketing and issue t=
racking system? What are the pro's and con's of using it in your current en=
vironment? </span></b><b><span style=3D"font-family:"Arial",=
"sans-serif";color:black"><o:p></o:p></span></b></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">Forgive me for possibly m=
isreading, but are you talking about using a cloud-based vs a self-hosted i=
ssue tracking system =96 or using any ticketing system at
all? <o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">Best regards,<o:p></o:p><=
/span></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">Paul Stanton<o:p></o:p></=
span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">Manchester College
<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<div>
<div style=3D"border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;font-family:"=
;Tahoma","sans-serif"">From:</span></b><span style=3D"font-s=
ize:10.0pt;font-family:"Tahoma","sans-serif""> Resnet F=
orum [mailto:RESNET-L@LISTSERV.ND.EDU]
<b>On Behalf Of </b>B Lynn McLemore<br>
<b>Sent:</b> Thursday, April 12, 2012 3:01 PM<br>
<b>To:</b> <a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND=
.EDU</a><br>
<b>Subject:</b> liability wavers and ticketing systems?<o:p></o:p></span></=
p>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Garamond",&quo=
t;serif";color:black">Friends, </span><span style=3D"font-family:=
"Arial","sans-serif";color:black"><o:p></o:p></span></p=
>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Garamond",&quo=
t;serif";color:black">I have two questions which the Resnet community =
might be able to assist me in.</span><span style=3D"font-family:"Arial=
","sans-serif";color:black"><o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Garamond",&quo=
t;serif";color:black">A. Do you have students sign a waiver before a t=
echnician or Help Desk staff person works on their personally owned compute=
rs. If so, would you be willing to share the document?</span><span style=3D=
"font-family:"Arial","sans-serif";color:black"><o:p></o=
:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Garamond",&quo=
t;serif";color:black">B. Do you use an online ticketing and issue trac=
king system? What are the pro's and con's of using it in your current envir=
onment? </span><span style=3D"font-family:"Arial","sans=
-serif";color:black"><o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Garamond",&quo=
t;serif";color:black">Thanks so much for your time!</span><span style=
=3D"font-family:"Arial","sans-serif";color:black"><o:p>=
</o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Garamond",&quo=
t;serif";color:black">Babbs</span><span style=3D"font-family:"Ari=
al","sans-serif";color:black"><o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black"><o:p> </o:p></span></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black">"Babbs" Lynn McLemore
<br>
Computer Support Specialist <br>
Earlham College, Information Technology Services <br>
Earlham Class 2007 <br>
Help Desk 765.973.2000<o:p></o:p></span></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:#4D4D4D">t. 765.983.1286
<br>
e. <a href=3D"mailto:mclemly@earlham.edu">mclemly@earlham.edu</a> </span><s=
pan style=3D"font-family:"Arial","sans-serif";color:bla=
ck"><o:p></o:p></span></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Arial","s=
ans-serif";color:black"><o:p> </o:p></span></p>
</div>
</div>
</div>
<p class=3D"MsoNormal">___________________________________________________ =
You are subscribed to the ResNet-L mailing list.
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