Software Development - Request Software Programming or Assistance

Please contact the Technology Help Desk with any questions regarding software, technical difficulty, requests for training, Colleague or Katie help, or request for software or process improvement. Help Desk staff are trained to gather information and use troubleshooting guides developed by ITS to resolve many common problems.

Make a request by using self-service web form at or contact the Technology Help Desk.

If Help Desk is unable to resolve the issue, a work request will be added to our tracking system or if the situation is urgent, the Help Desk will contact the appropriate ITS area by cell phone. By going through the Help Desk, you are helping Software Development programmers be more productive.

When you call, email, or walk into a programmer’s office to ask for their assistance directly, you are disrupting their work on programming projects already in progress. Using the Help Desk as your point of contact for requesting services, you are increasing the hours of concentrated work we can spend on your project or request.

Requests in the ITS tracking system are categorized with a business unit of the college and given a time estimate for completion. A person, referred to as a “queue manager” from each business unit is in communication with ITS about the priorities of the requests that have been submitted in each unit. Requests that can be quickly resolved are dispatched to the appropriate person for support and if the request cannot be completed by the date needed, Marcia Gullickson contacts the user and the “queue manager” for the business unit.

Business Unit (Queues) and Queue Manager

Deans Office Registrar – RyAnn Winings
Library and Deans Office Faculty – Ryan Gjerde
Alumni and Development – Chris Frana
Finance and Admin/HR Payroll – Andrew Bailey
Admissions and Financial Aid – Jan Cordell
Marketing and Publications – Aimee Viniard-Weideman
ITS, and Misc. Offices Reporting to President – Mark Franz

The Business Unit Queue Managers meet on a regular basis to prioritize “projects” that require project management or require more than 10 hours of programming time. You will get email notifications as your request is being worked on and a software development team member will notify you when your request is completed. If you want to know the status of your request you may contact Marcia or the Queue Manager for your area.

The Software Development team has many projects in progress. The most productive programming time happens when we have for concentrated periods of work. Whether it’s a password reset, an idea for a great new report you want, or help with Colleague or KATIE, please contact the Technology Help Desk first. Someone will contact you for more details and follow up with the resolution.

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August 2013

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