Introducing Changes to Process for Reporting a Problem
The very best way to notify the ITS Applications Team of a concern, problem or question is to submit a ticket, rather than via a phone call, email or conversation. To date, the Apps Team has received over 950 new ticket requests this year. When you submit a ticket through the ticketing system, it saves time, helps us prioritize, ensures that the right person is notified and gets the process started.
The link to the ticketing system is http://usl
When submitting a ticket, we ask you to remember to specify category, division and system.
I Category
When you submit a ticket intended for the Apps Team, choose from these five second categories:
I Found Something Wrong
Use this category if you have successfully logged into a system, but have found a problem with the functionality or data in that system. Some examples are:
I Need Something New
Use this category if everything is working as it should, but you need something added or changed. Remember, any changes that require a significant amount of tech / development time or that introduce a significant business change are actually projects, not tickets. Take your best guess, if it’s really a project, we’ll let you know. Some examples of tickets in this category are:
I Have a Question
Sometimes, everything is working well, but you have a question about the features or data in the system. For example:
I Need Training
When a new staff member is hired or changes roles, the Apps Team provides Colleague training.
I Have an Access Request
Use this category for requesting, de-activating or changing system access. If it has to do with getting into a system and the roles and permissions in that system, use this category. For example,
II Division
When submitting a ticket, please prefix the title with an abbreviation of your division. For example:
III System
The Apps Team supports many different systems, beyond the Ellucian suite. Please indicate the system for which you need support.
The link to the ticketing system is http://usl
When submitting a ticket, we ask you to remember to specify category, division and system.
I Category
When you submit a ticket intended for the Apps Team, choose from these five second categories:
I Found Something Wrong
Use this category if you have successfully logged into a system, but have found a problem with the functionality or data in that system. Some examples are:
- A feature worked yesterday, but now throws an error or does the wrong thing.
- You found a duplicate data record
I Need Something New
Use this category if everything is working as it should, but you need something added or changed. Remember, any changes that require a significant amount of tech / development time or that introduce a significant business change are actually projects, not tickets. Take your best guess, if it’s really a project, we’ll let you know. Some examples of tickets in this category are:
- A report is working, but you need a field added or removed.
- A report is working, but you need the report sorted differently.
- You need help developing a Communications Management document.
I Have a Question
Sometimes, everything is working well, but you have a question about the features or data in the system. For example:
- Where can I find a person’s personal email?
- Can the system be made to notify me whenever a new meal plan is selected?
I Need Training
When a new staff member is hired or changes roles, the Apps Team provides Colleague training.
I Have an Access Request
Use this category for requesting, de-activating or changing system access. If it has to do with getting into a system and the roles and permissions in that system, use this category. For example,
- Someone new is reporting to me, can you give that person access to Colleague?
- Someone has left; can you de-activate their NazNet Self-Service account?
- Someone’s responsibilities have changed; can you give them access to this additional screen? Remove access to a screen?
II Division
When submitting a ticket, please prefix the title with an abbreviation of your division. For example:
- “FIN: Add a field to the nightly billing report” or “AA: NAE screen is throwing an error”
III System
The Apps Team supports many different systems, beyond the Ellucian suite. Please indicate the system for which you need support.