New Technology Support System

A message to the University from Alan Candiotti:

On behalf of University Technology, I am happy to announce the implementation of SupportWorks Helpdesk Professional by Hornbill Systems. SupportWorks will keep track of technology support incidents and facilitate communication with the Drew community and within University Technology. SupportWorks was selected by a committee that included representatives from Administrative Computing, Computing and Network Services, Instructional Technology Services and Telecommunications.

We hope and expect that the use of this comprehensive system will improve technology service to the Drew community. This system features the ability for all users to open their own calls via a web interface and to check the status of those calls; the ability for technology service providers to annotate and monitor the status of those calls and to assign them to the person who will deal with them; the ability to escalate calls within and across departments; and the ability to automatically email the requestor at various stages of the process. As always, the CNS Helpdesk (formerly the Aide Station) is available - and now better prepared - to service the hardware and software needs of all students, staff, and faculty.

The entire community may submit requests for hardware and software support, network support, telephone support, and services of the faculty lab, staff lab, MRC, and Training Resource Center through the SupportWorks web site: http://support.drew.edu. You may also call the telephone extensions – 3205 for the CNS Helpdesk, 3333 for Telecom and 3122 for Administrative Computing. You are invited to take a few moments to familiarize yourself with the Web interface in anticipation of your first support request.

Note to administrative users of AIMS: You should continue to submit requests concerning your AIMS needs via online BMT form or email directly to admincc@drew.edu.