Keystone Problem Tracking System Information
The department now uses the Keystone Problem Tracking Software System to more efficiently resolve computer support issues. The Keystone System is basically an automated database engine that uses email to facilitate the logging of user requests, problems, etc. to the appropriate support technician. The system automatically provides feedback to the user as an issue is being resolved, allows the user to supply additional information, if necessary, as the technician works toward the solution, and notifies the user once the issue is completely resolved.
Opening a Slip
Once a user submits a detailed email requesting computer support services to one of the addresses used by the system, see the list below, the Keystone System automatically creates a new open "slip." A "slip" is simply the users original email message with a unique tracking number that the Keystone System has embedded into the Subject line. Next, the slip is routed to the appropriate technician for action and a confirmation email is sent to the user from the atmo-followup address.
- atmo-pc@tamu.edu
- Problem Type: PC/Mac and Mail
- atmo-unix@tamu.edu
- Problem Type: UNIX/Linux
- atmo-print@tamu.edu
- Problem Type: Printing Problems
- atmo-web@tamu.edu
- Problem Type: Web Related Problems
- atmo@tamu.edu
- This address is generic and goes to the entire computer support staff. Use this address only as a last resort or if the problem does not fall under one of the other categories.
Adding Information to a Slip
New information or additional details can be added to an open slip at any time by simply replying to the confirmation email with the appropriate slip number in the Subject line of the email. There is no need to modify the Subject line before replying.
Closed Slip
Once an issue is resolved, the user will receive an email from the Keystone System stating what steps were taken to fix the problem. The email will also have "CLOSED" in the subject line showing that the slip has been closed. While we greatly appreciate your thanks when problems are resolved, please do not reply to the CLOSED email. Replying to this email will re-open the slip and should only be done if the problem is not really fixed.