Business Services

Services like Supportworks and our Wiki.

Visibility into IT Service Cases

An update to ServiceNow, the campus IT service management tool, now allows customers to view their current and old cases, as well as directly update their open cases. The ServiceNow notifications that are sent to customers about their cases now include a link which, after logging in to ServiceNow, will take them directly to their case.

Qualtrics Survey Tool - Log Out

Have You Selected to Log Out?

Make sure that you exit out of your web browser to complete your log out and end your Web Access session. On Macintosh, make sure that you go to File and select Quit.

Timed Out

If you've been logged into Qualtrics for an extended period of time, your Web Access session will time out and you will need to log in again.

Exit of Your Browser

Remember that when you are done using Qualtrics to exit out of your web browser to end your Web Access session.

Service Category

Is this the main service page?

Qualtrics

Overview

Qualtrics is an easy-to-use, full-featured, web-based tool for creating and conducting online surveys. Qualtrics is available at qualtrics.colorado.edu.

Features

Features

  • A Quick Survey Builder that guides beginners through creating a survey.
  • A Survey Library with templates that you can customize to meet your specific needs.
  • A tool to send and track participation invitations and reminders.
  • A tool to display survey results, graphically and statistically.
  • An export data feature, including to Excel or SPSS.
Cost

Cost

Qualtrics is provided as a common-good service to the campus which means there is no direct cost to the individual or department.

Who can get it

Who can get it

Qualtrics is available to all CU-Boulder affiliates with an active IdentiKey.

How to get it

How to get it

Access

  • Go to qualtrics.colorado.edu
  • You will be directed to CU-Boulder's Web Access login page.
  • Login with your IdentiKey and follow any on-screen steps, such as agreeing to Terms of Use and confirming your Digital ID Card.

Miscellaneous

Support

All support for the Qualtrics Application is provided by the vendor. When logged into your Qualtrics account, you can use the Help and Tutorials button to access extensive online training materials and the Support and Feedback button to email Qualtrics Support.  

Contact information for Qualtrics Support can be found at www.qualtrics.com/contact/

To learn how to use the tool effectively, check out Qualtrics University.

Service Category

Is this the main service page?

Qualtrics - Log Out

Have You Selected to Log Out?

Make sure that you exit out of your web browser to complete your log out and end your Web Access session. On Macintosh, make sure that you go to File and select Quit.

Timed Out

If you've been logged into Qualtrics for an extended period of time, your Web Access session will time out and you will need to log in again.

Exit Out Of Your Browser

Remember that when you are done using Qualtrics to exit out of your web browser to end your Web Access session.

Service Category

Is this the main service page?

Supportworks - UIS Data Migration

UIS data has been added to the main call tables, and as such calls from the UIS system now have new reference numbers in the OIT system.  Call reference numbers from the UIS Supportworks instance can be “converted” to reference numbers in the new system by adding 503000 to the UIS call reference number.  For example, call number 139194 in the UIS Supportworks is 642194 in the OIT Supportworks.
 

Audience

Service Category

Is this the main service page?

Wiki - IT Collaborative Space

Overview

OIT has a wiki powered by Confluence. We use this space to collaborate with campus partners on IT efforts and services.

Who can get it

Who can get it

  • Campus partners - Access varies by membership in AD groups. If you've been asked to collaborate in our wiki space, you will have been added to the right group.
  • OIT staff and student staff.
How to get it

How to get it

  1. Go to https://oitwiki.colorado.edu and log in with your IdentiKey.
  2. What you are able to access and see depends on your relationship with OIT and the AD groups you belong to. If you are unable to see content that was sent to you or that you are meant to see, send an email message to help@colorado.edu with the following information: CU Login Name, department, and page you were hoping to access.
Tab 1

Tab Title

Training & Consulting

Tab Content

Help information is available inside the wiki. Once logged in, click on Wiki Help.

Service Category

Is this the main service page?

Audience

Help information is available inside the wiki. Once logged in, click on Wiki Help.

Supportworks - E-mail Feature

A useful feature has been activated within the Supportworks client software for Windows users. Analysts can email customers during any action made on a Supportworks call. This feature contributes to excellent customer support, and is also easy for an analyst to take advantage of.

Audience

Service Category

Is this the main service page?

Supportworks - Getting Started

OIT Internal Support Managed Desktops

If your desktop is managed by OIT Administrative Support, call the IT Service Center (303-735-4357) to setup an appointment for the Supportworks software installation.

Supportworks Software - Windows Only

Windows users can download and install Supportworks:

Audience

Service Category

Is this the main service page?

Supportworks - Help

Support Area Description
Getting Started This section contains a link to the installer, installation and configuration information, as well as information for Mac and Linux users.
Email Feature Learn more about using Supportworks email feature.

Is this the main service page?

Audience

Service Category

Supportworks - Known Issues

Best Practices for Managing Known and Hot Issues Within Supportworks

When working with known and hot issues on Supportworks please keep in mind the following best practices:

Audience

Service Category

Is this the main service page?

Supportworks

Overview

OIT and it's partners use a support workflow technology, called Supportworks. This web site provides helpful resources for those that use Supportworks.

Features

Features

Software that is used to submit requests, problems, and questions to people in our organization and our Partners.

Who can get it

Who can get it

  • OIT staff and student staff members
  • IT Partners
  • Identified partners and affiliates across the University of Colorado
How to get it

How to get it

Contact your supervisor or LeCarla Gilmere to identify your queue supervisor. Queue supervisors should make the request for Supportworks accounts. Account requests should be submitted via Supportworks with the problem profile: Service Request > Applications Provisioning > Supportworks. Calls will be auto assigned to the Supportworks Administration queue. Please include the following information on the call:

  • First Name
  • Last Name
  • Queue
  • Phone Number
  • Email address that you want escalations to go to, pager or standard colorado.edu address
  • IdentiKey login

Once your account has been provisioned, you will login with your IdentiKey.

Tab 1

Tab Title

Training & Consulting

Tab Content

Training events are available to learn how to use Supportworks. Check the Staff Events page.

Audience

Is this the main service page?

Service Category

Training events are available to learn how to use Supportworks. Check the Staff Events page.

OIT Business Services

Overview

OIT collaborates with partners across campus in various ways using tools like Supportworks and a Wiki.

Service Who May Get It Features
Supportworks OIT staff and student staff, as well as University of Colorado OIT partners. Software that is used to submit requests, problems, and questions to people in our organization and our partners.
Tab 1

Tab Title

Suggest IT

Tab Content

We would like to know how campus IT services and support could be improved to meet your needs. Please send your feedback to oitfeedback@colorado.edu.

Audience

Is this the main service page?

Service Category

We would like to know how campus IT services and support could be improved to meet your needs. Please send your feedback to oitfeedback@colorado.edu.

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