OACS Announces New User Support Incident Management System

BSOS Colleagues,

In an effort to improve our customer service experience, OACS is happy to announce the deployment of our new User Support incident management system beginning on Thursday, May 18th.
 
Upon launch, members of the BSOS community seeking IT support and services from OACS can email oacshelpdesk@umd.edu and it will create an incident in our new system. Using this new process ensures your incident will be addressed in a timely manner. The current ticketing system accessible via the OACS website will continue to be available as we transition to the new system, but will be decommissioned on July 1, 2017 and any unresolved tickets will be converted to the new system.
 
This new incident management system will allow OACS to better serve the College of BSOS through improved communication tools, centralized incident management, priority queuing, and enhanced metrics gathering. The email-based submission process provides flexibility for users who are on the go or without the use of a web browser as the incident can be submitted from any email address available to you. Upon submission, the on duty OACS User Support team members will be alerted to your incident and begin to address it immediately. This new process provides a single location where all incident information can be tracked by our team via both email and direct agent updates.
 
We hope that you join us in embracing this new customer service environment so we can better meet the needs and expectations of the BSOS community.

Office of Academic Computing Services
College of Behavioral and Social Sciences
University of Maryland
www.oacs.umd.edu

Release Date: 
6/16/2017