Welcome to TigerTracks

Overview

This article will provide you with information about TigerTracks, the new front door to our service capabilities; highlighting the What, Who, Why, How, and Where about this new system.  

What

What is TigerTracks?

TigerTracks is a public-facing access point to ISU's Service Management Catalog.   While ITS may be the first organization to implement a service catalog, more organizations are expected to join in the future.  TigerTracks is designed to answer your questions and allow you to request assistance with your computing and communication needs.  The service catalog includes:

  • Accounts and Access:  Having trouble with your password? Students and employees can request help with granting, removing, or gaining access to ISU systems and services here.
  • Networking and Wireless:  Need help with your devices?  Trouble connecting to the Wi-Fi?  Experiencing problems reaching the internet, or network?  You can get help here.
  • Telephone and VoiceMail:  Need a new phone?  Changing offices?  Need a new phone line?  Problem with your phone?  This is where you go.
  • Software and Applications:  Having problems or need access to ISU Enterprise Systems?  Need Desktop Software?  Need a report? Here's your connection.
  • Computers and Connected Devices:  Need a new computer setup?  Having problems with your ISU computer?  Request repair of copiers, PCs and printers using this service category. 
  • Teaching and Learning:  Need help with Moodle?  Want to get some classroom or computer lab support?  Having trouble with digital media?  Go here for help in these areas.  
  • Mail Center:  Unsure of the ISU Post Office services?  Need to put a hold on your mail?  Need it forwarded?  Go here for theses services and more.  
  • Consulting, Training and Projects:  Need help assessing technology alternatives?  Need help integrating ISU provided software with Banner data?  Ready to propose a new technology project?  This is where it happens.
  • Website Access and Support:  Having problems with BengalWeb?  Need to request a change or suggestion?   Having Issues or want to provide feedback with ISU's website?  Go to this section for help.  
  • Total Copy Center:  Want to know what services the Copy Center provides?  Need to submit a print job online?  This section covers these and more. 

Who

Who is TigerTracks for?

All ISU constituents can use TigerTracks.  Whether you are faculty, staff, an ISU student, or alumni, you can access TigerTracks.  ITS will be using TigerTracks to improve our operations by streamlining communications, standardizing processes, and identifying priorities.   Our ITS Technicians will be using TigerTracks everyday to assist you with your problems, quickly and with transparency. 

Why

Why did we implement TigerTracks?

TigerTracks is a service catalog, part of ITS's transition from a technology-focused organization to a service-oriented organization.  TigerTracks replaces manual processes and multiple applications used to receive and track service tickets, while providing you with better information pertaining to your requests.  It will be used to house collective knowledge in one organized spot, knowledge that will be accessible to students, faculty and staff.  You will be able to collaborate with service providers, report problems and find answers.  TigerTracks provides external visibility answering the question, "What is happening with my service request?" and provide a tool to improve our ability to respond to your needs.  

How

How do I access TigerTracks?

You have already been granted access!  You will sign in with your ISU username (4x4) and password.  

Where

Where can I find TigerTracks?

You can access TigerTracks directly or use the link in BengalWeb. Once you have logged into the system, you will find tabs to Find Answers, Request Services, and View Your Tickets

  • Find Answers in our Knowledge Base, where you will find guides and instructions.
  • Request Services in the Service Catalog,  where you can ask for help or report a problem.  Your service request is then routed to the right group for quick processing. 
  • View Your Tickets that you've recently called in or submitted a request. My Tickets will give you a progress update or allow you to provide additional information.  

Need More?

Need some more help?

Contact our ISU Service Desk for assistance or ask for some hands-on training.  Just reach out!  We are here to help you with your devices, share information, listen to your suggestions and answer your questions.  We are here to help YOU!

Please contact Marjanna Hulet at x2598 or at hulemarj@isu.edu if you want some hands-on training for this new system.   Any other questions can be addressed by our ISU IT Help Desk staff.  You can submit a request through TigerTracks or call them directly:  HELP (x4357) or (208) 282-HELP. 

 

Details

Article ID: 46094
Created
Wed 1/10/18 1:15 PM
Modified
Mon 3/16/20 4:47 PM