Campus Technology officials are attempting to catch up on work orders and determine whose requests were missed following a program malfunction earlier this month.
Jessica Tyner, director of information technology operations, explained Jan. 20 in a campuswide email that voicemails left with the Campus Technology help desk did not convert to tickets in the system, which meant many of the messages were lost.
“Our system was designed to automatically forward voicemail messages into our ticketing system, which was super cool and convenient for us,” Tyner said. “Somehow, the messages stopped forwarding and automatically creating tickets for us, and these requests were unknown to us.”
Tyner said she heard complaints from students about not receiving responses from the help desk. She investigated and discovered no record of the requests. Instead, she found there were messages in the voice mailbox that did not make it into the ticket system. When she realized the issue, she sent an email to the campus community.
Campus Technology officials now are researching the issue to determine what caused it, how long its been happening and who was affected, Tyner said.
Some students are confused about why they received the email if they weren’t affected.
Evie Simons, political science senior, said she thought she received the email because she is employed by the university, but, when she realized it was campuswide, she thought it was excessive.
Sending mass emails to unaffected students can worry them about problems that don’t affect them, Simons said. She said it would have been better to only email those affected.
“I know they were trying to be helpful, but I don’t understand why they sent it to me,” Simons said.
Tyner said she sent the email to the entire campus because, by nature of the problem, Campus Technology officials weren’t sure who was affected.
Help desk representatives will contact those who left messages and will manually create tickets for issues that are unresolved.
To enter a help ticket, students can go to help.okcu.edu and log in with their OCU username and password. From there, students will click on a button that reads “Have a Problem? Report it.” This is where they explain their problem.
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