Web-based work order system for tracking, reporting, and solving it issues

Abstract

The Information Technology department at Southeast Missouri State University provides service and support to the main campus and three satellite campuses consisting of approximately 1,400 employees and 10,500 students. After years of using a homegrown mainframe technology work order system, a personal computer based commercial technology work order software was purchased and used to establish work orders for faculty, staff, and students. Advantages for changing software were perceived to be improved knowledge-base, management reporting functionality, and updating to a PC based program. Shortly after installation, the software performance was found to be disappointing and the knowledge-base improvement was miniscule. Unfortunately, the finance manager of the I.T. department was not interested in purchasing a different work order system. When the opportunity arose to alleviate some of the associated problems or issues with the current purchased work order system and at no cost, the Director of User Services was easily convinced to give a new PC based homegrown system a chance. The newly developed WebTrak was considered a success by the Help Desk staff and the supervisor is busily making plans to add further functionality.