LOGIS Announces June 16 Go-Live of Tracker Help Desk System and Self Service Center

On June 16, 2011, LOGIS will replace its existing help desk software with Tracker, a system produced by PhaseWare, Inc., of McKinney, TX.  Help desk (or “call tracking”) systems provide a way to record and organize customer calls (incidents), ensuring that requests for assistance are handled in a timely manner.

PhaseWare Tracker offers numerous improvements over the previous help desk system.  Many of these improvements are visible only to LOGIS staff, but some will directly benefit LOGIS member agencies.  For example:

• The LOGIS Self Service Center (SSC) is an online portal that will be available to all members.  Using SSC, members can create their own incidents and monitor the progress of existing incidents.  IMPORTANT:  If you currently use the BMC Service Desk Express Self Service (Magic) website to create and track incidents, please be aware that this site will be permanently disabled on June 16.  You will receive guidance on accessing the new LOGIS Self Service Center before that date.
• Many of the departments at LOGIS will have department email addresses that allow members to create new incidents by sending an email to the appropriate address.  Tracker will monitor the email inboxes and create incidents for each email sent.  If you send emails to a department inbox for the current help desk system, please be aware that there may be some disruptions when we convert to the new system on June 16.  Your LOGIS department will let you know if there are any steps you need to take.

Watch for further communications from your department at LOGIS.  Self Service Center demonstrations will be provided at upcoming user group meetings.

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