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Computing Service Newsletter 236 (April 2008)

New Help Desk software [headline article]

The UCS Help Desk's new call logging software went live on 1 April. RT is an open source, multi-platform, web-accessible ticketing system which is ideal for call logging and project work. The launch came after more than a year's technical and design input from the UCS Help Desk, Unix Support and Development Group staff.

Over the medium term (summer 2008) it is expected to roll RT out across the rest of the UCS for call logging. It is hoped to widen the service to the rest of the University in some form or another during the year 2009/10. The exact form and scope of the service will depend critically on our experiences with RT internally over the remainder of this year.

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Help Desk figures

The following table shows the number of calls completed by the Help Desk, together with other parts of the Computing Service, in December 2007 to February 2008. The second column shows the number of calls received that could not be answered as they concerned systems not supported by the Help Desk; those calls were referred to local support staff.

Month Calls Not supported
December 317 4
January 579 8
February 555 5

The Help Desk Frequently Asked Questions can be found at http://www.cam.ac.uk/cs/docs/faqslist.html

The FAQs have recently been streamlined and updated.

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Information about The Computing Service is on the web at http://www.cam.ac.uk/cs/

URL of this document: http://www.cam.ac.uk/cs/newsletter/2008/nl236/helpdesk.html