Learn about routing for classroom or administrative support requests / Tech Support

Problem

• How does the ticket routing process work for learning and administrative space tech support?

Rationale

• The technology optimization team created a flowchart to inform how calls get routed and how IT Services’ Technology Support Services (TSS) gets involved in the IT Help process
  • There are three distinct response paths: IT Help, Tier I Support, and Tier II/III Support

Resolution

1. First response: IT Help
   • When you call 9-7900 and select option 9 from a phone in a classroom or technology-enabled space, the advisor is trained to do several things when you first call:
     • If the issue could potentially be solved via light troubleshooting, the advisor will attempt to do so
     • If the issue requires the help of on-site support staff, the advisor will inform you that they will be escalating the ticket, and hang up the phone. At this time, the advisor will contact your area’s First Responder, who will initiate steps to restore service
     • If the issue persists, the ticket will be escalated
2. Second response: First Responder (Tier I Support)
   • Expect a visit from the First Responder (FR) who is assigned to the learning space in question
   • The FR will attempt to resolve the issue
     • If the FR resolves the issue, the FR will collect caller’s information for follow-up purposes and create a TeamDynamix ticket on the back-end
     • If the FR cannot resolve the issue, the FR will pass the issue to the Tier II and Tier III teams in Technology Support Services
3. Third response: Technology Support Services (TSS) (Tier II/III Support)
   • The TSS process is much the same as the FR path
   • TSS will attempt to resolve the problem immediately
     • If they can’t resolve the issue right away, they will schedule time to follow up with the caller and the technology in question as many times as it takes to reach a satisfactory resolution

Notes

• Helpful Terms and Definitions
  • Classroom engineering: A group tasked with designing and specifying technology in learning- and AV-enabled spaces based on input from multiple divisions across the campus
  • First Responder: An individual (or group of individuals) that is charged with the responsibility of providing first-tier support for a learning- or AV-enabled space
    • In TeamDynamix, the First Responder is listed as the Owner
  • Learning space: Any space used for instruction
  • Learning space (credit bearing): Any space used for instruction that is scheduled through the Registrar
  • Supported space: Any space not normally used for instruction that contains supported technology
  • Supported technology: Equipment, usually electronic in nature, that aligns with the learning space technology standards
  • TeamDynamix (TDX): Ticketing and asset management tool used by Miami University IT Services; location of learning space ticket routing information
  • Technology Support Services (TSS) (formerly known as Classroom Services and Campus Partnerships): A collaborative alignment created to better support the technological computing and AV needs of Miami University's modern learning spaces

User

• Miami University Faculty, Staff, Students

System

• Technology-enabled learning and administrative spaces
• ClassTech