Thursday, November 19, 2015
EITS at the University of Georgia is transitioning to a new ticketing system for IT support requests, effective December 1, 2015.
The new system, called TeamDynamix, is a more modern system that allows UGA students, faculty and staff to view the progress of their support requests and more easily communicate with the technicians working on their requests.
IT professionals across the University can also view support tickets submitted for their specific college or unit, and communicate more easily with EITS about specific tickets.
TeamDynamix is replacing Remedy, which has been used by the University for almost two decades. Remedy will be decommissioned at the end of December 2015.
Users will notice a new look and feel for online web forms and email templates using TeamDynamix. The content will be the same, but the design will be different for all web forms supported by EITS.
Users may continue to submit IT support requests to firstname.lastname@example.org. The look and feel of the automatic email users receive when they submit a request for technical assistance will change on December 1.
A new IT Support Portal (ITsupport.uga.edu) will also be available to submit IT support requests for participating units at the University.