At the university computer center, the web-based KIX is used as a service management system.
With the help of queues, occurring malfunctions (incidents) or change requests can be processed in the own organizational structure.
The tickets (processes) are assigned to the corresponding queue (processing queue) for this purpose. These are configured for the ticket lifecycle from opening to processing and closing to post-processing.
Customer benefits
- Internal and external communication via tickets
- Organization in queues (areas)
- Email filters for distribution in queues
- Email notifications for agents (processors)
- Easier assignment of responsibilities
- Easier, clearer mail processing
- Avoidance of double response
Contact
IT Service Desk
University Computer Centre
Bernhard-von-Cotta-Str. 1, 09599 Freiberg
servicedesk [at] tu-freiberg.de
Scope of services
- First-level support at user level
- Third-level support in case of malfunctions
- Operation of KIX
Service provider
- University Computing Center (URZ)
Requirements
- Central login
Further information
- Agent interface
- Application to set up a KIX queue (uniintern)