As I write this email to you there are 165 calls in RT Tracker for general PC and telephone help, there are another 62 tickets for the Datatel Team, 43 tickets for the Web Team and 36 tickets for student residential PC problems.  We are trying to respond to these problems as quickly as possible.

 

We resolve tickets based on impact on the educational process.  ITS will work on problems that affect the entire College first, followed by problems associated with academic instruction, followed by departmental problems, followed by individual problems where a person cannot work at all, and finally individual problems where an individual can do some work.  For example we have the following tickets: the MACs for the music lab are not working, a shared printer is not working, someone cannot get mail merge to work, someone wants their laptop to work on the wireless network and someone wants their PDA to synch with GroupWise.  That is the order we will resolve tickets because that is the order of impact on the educational process.  It is first come, first served within a category.  And, we wish we could give you time lines but we cannot because something with a higher priority may come in just as we planned to complete your request and according to our educational impact hierarchy that would be handled first.  But, we will get to all the tickets!

 

In addition we have to roll out 500 PCs.  There is good news and bad news.  The good news is that 364 PCs have been rolled out.  The bad news is that there are still 136 PCs to be rolled out and now we are also dealing with the problems associated with the opening of the fall term.  We will get those 136 PCs delivered as quickly as we can but it will be at a much slower pace.  There are also PCs out that do not have Windows XP on them as yet.  We are working on getting those converted from Windows 2000 to Windows XP, however, you can work in Windows 2000 with Office 2003 since we have rolled out software that will allow those individuals with Office 2003 to read Office 2007 documents so the sense of urgency to get these converted is reduced.  Again, we are working on this as time allows and it will all get done.

 

Thank you in advance for your patience!