Desktop Services
Altiris Desktop Management and Support Services
In 2004, ITS accomplished a campus-wide implementation of Altiris, a Desktop Management System. This tool assists with security of personal computers, HelpDesk support of users, and inventory reporting.
In mid-2002, ITS implemented the use of Altiris to support creating disk images for ITS-managed computer labs. Instead of ITS technicians having to update each and every computer using a floppy disk or CD, Altiris downloads updates over the network. Most labs are imaged every other day.
For more information about Altiris, please view the slideshow that was presented to the Faculty and Staff councils, and the Frequently Asked Questions (FAQs) which were generated from several campus-wide open forums that were held.
Work Tickets
Work tickets are requests given through the ITS HelpDesk to Desktop Computer Services (DCS) when intensive work or repair is needed on a University-owned computer. Faculty/Staff members must contact the HelpDesk, give their uniqname, and describe their work request to place work tickets. Tickets are also opened in the event that a HelpDesk consultant is unable to troubleshoot a call session any further. When a work ticket is placed, you will be given a Call ID number to use if you wish to update or follow up on the work request.
DCS is allowed a maximum of three business days to contact customers about work tickets. If you have not been contacted within three days, or have other questions regarding your work ticket, please contact the HelpDesk and give your Call ID number or your uniqname. When the work you requested has been completed, you will receive an email with a link to an online Customer Satisfaction Survey.
DCS is allowed a maximum of three business days to contact customers about work tickets. If you have not been contacted within three days, or have other questions regarding your work ticket, please contact the HelpDesk and give your Call ID number or your uniqname. When the work you requested has been completed, you will receive an email with a link to an online Customer Satisfaction Survey.