1. Information Technology at Emory Information Technology Division Technical Services IT Briefing Agenda 2/19/04 eMail alias update Alias subscription demo Meeting Maker purge eMail ticket process ESR demonstration NetCom Q&A Barbara Anderson Elizabeth Bell James Reed Karen Jenkins Andrew Kincaid Paul Petersen

2. Information Technology at Emory Information Technology Division Technical Services Electronic Support Request (ESR) Form End-user service to electronically request support Response time = 24 hours / next business day Used for non-critical support requests –Emergency requests should either call 7-7777 or local support provider Requests monitored during normal business hours –M-F 8:00am – 5:00pm

3. Information Technology at Emory Information Technology Division Technical Services Benefits of the Form Primary goal is to increase response time Cleans up and streamlines access into the application –Eliminates SPAM (8 out of 10) Automates and places useful troubleshooting information into problem description –IP Address, OS version, browser version, etc. Automates routing to other Tier 1 queues –SPH, SOM, others? More accurate reporting –SPAM tickets do not skew statistics

4. Information Technology at Emory Information Technology Division Technical Services Benefits continued Places subject in ticket to speed up troubleshooting –Currently used as starting point for troubleshooting –Can use to automate ticket routing (IP Request) Ensures necessary information is captured through LDAP authentication and ESD lookups (or user supplied information) –eMail address, location, phone, etc. –Restricts description field as required by Magic Places time stamp user submitted request –Can use to identify delay in ticket creation

5. Information Technology at Emory Information Technology Division Technical Services eMail Process Procmail Filter Configures message for Magic Modifies subject to trigger SPH queue Removes SPAM Support Magic Business Rules ZMAILSPH

6. Information Technology at Emory Information Technology Division Technical Services ESR Process Support Magic Business Rules ESR SOM Grady SOM Emory SPH Tickets for the ESR queue will have subject entered for future automated routing. Only tickets from the web form will enter the application ESR

7. Information Technology at Emory Information Technology Division Technical Services Proposed Schedule SOM currently using/testing the form Additional features scheduled for 1.0 –Ability to add attachment –OS & browser version –Other? March = Release 1.0 March & April = migration period –Form and email both available –Communication to users May 1, 2004 = email support discontinued

8. Information Technology at Emory Information Technology Division Technical Services Suggestions? Release 2.0 = June –Additional automation (i.e. routing based on user supplied subject?) –Additional information from ESD or other data source (i.e. dorm/room info.) –New Tier 1 queues? –System status? Mentioned previously, need to investigate… –Others??