Library and IT Rolls Out New Case Tracking System

The exodus of Spring Break is upon us. To celebrate the occasion we wanted to share some exciting news about a “behind the scenes” change you will see with Library and IT’s case tracking system.

Starting on March 11, we will be switching away from HEAT (our old system) to a new system called TeamDynamix.

What does that mean to you? Not much, really. As always, when you contact us with an issue we will ask for your username and enter a “ticket” on your behalf with a description of the problem. From there it will be assigned to a staff member with the appropriate expertise to help.

The email notifications you receive regarding your ticket will have a different look. The full name of the student or staff member who created (or updated) your ticket will appear in the “From” field of the email. However, since the message is actually generated by TeamDynamix, any reply to that email will be delivered directly to the system–not the student or staff member–and the information you include will automatically be appended to your ticket. That is actually a good thing since there is a good chance the person who entered your ticket may not be the same person assigned to address it.

Although things may appear a bit different on the surface, the quality of the service you are accustomed to from Library and IT will certainly not change. We are all the same people just using a different tool to track our work more effectively.

We hope you enjoy your spring break, whether it is someplace exotic, “home” (wherever that place may be for you), or right here in Lewisburg. If you have any questions or concerns, please don’t hesitate to contact Tech Support at techdesk@bucknell.edu or by calling 7-7777.

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