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Information Communications Technology (ICT)
ITS Launches New Customer Portal
Jun 30/12
| Contact: | Melanie More-Duckworth |
Laurier’s Information Technology Services (ITS) introduces a new work order customer portal across all Laurier locations on July 3, 2012.
Laurier's Information Technology Services (ITS) introduced a new work order customer portal across all Laurier locations on July 3 rd.
Now, rather than emailing the Employee Service Desk with a work
order, staff and faculty are encouraged to enter their ITS service request - or
"ticket" - through a new online customer portal using their Novell/GroupWise
username and password. Clients will receive an automated email with the details
of their ticket as well as a ticket number. Clients will be able to update their
ticket with new details if they become available, track the status of their
service request, and receive an email when their ticket has been resolved.
With other features such as a bulletin board for ITS service
announcements, the ability to attach a file and a screen shot to explain each
issue in detail, and a form for IT project requests, the new system is designed
to improve service delivery, enhance efficiency and provide visibility into ITS
service requests. The customer portal will also randomly ask clients to complete
a two-minute survey about ITS services, which will enable ITS to continue to
improve and meet the needs of its clients.
If clients call the Service Desk for items that require an onsite
visit from an ITS Support Specialist to resolve the issue, then a ticket will be
logged for the user and he or she will receive a confirmation email and will be
able to track the ticket status using the portal.
The ITS Service Desk customer portal can be found at https://itservicedesk.wlu.ca, from the
link on the right hand side of the ITS Homepage. The Customer Portal Quick Rreference Guide can be
found at http://www.wlu.ca/documents/51277/Customer_Portal_Quick_Reference.pdf .
Clients are still able to call the Employee Service Desk at Waterloo ext. 4357 or Brantford ext. 5725.
For further information, please contact Melanie More-Duckworth,
Manager, ICT Student Support at mmore@wlu.ca.
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