Initiatives
Support Tracking And Reporting System (STARS)
Overview
The Support Tracking and Reporting System (STARS) is the web-based support request and project time tracking system that is used by Information Technology Division on all of the campuses and by various other departments at TTUHSC. The system provides a central point through which support and project requests are submitted, managed, and resolved.
- STARS was developed by IT to record the details of and track:
- Submitted support requests (work orders).
- Responses logged for submitted work orders in terms of the solution, time spent, etc.
- Project requests, the tasks related to the project, and the time spent on the project.
STARS also provides various reports including technician activity, work order completion, project tracking, and customer satisfaction.
Support and Project Requests
Support Requests (Work Orders) Processing – The following describes the general process for processing work orders by IT:
- Customers log into STARS and submit a work order.
- All submitted work orders are first routed to the IT Help Desk. Help Desk personnel review the request and determine if they can resolve the request, it requires the involvement of other IT areas, or more information is needed.
- If more information is needed to process the work order, Help Desk personnel will contact the department and record the additional information in the work order log.
- If the work order can be resolved by Help Desk personnel, it is taken care of at as soon as possible and the work order is closed and the customer is notified via email.
- If the work requires the assistance of other IT areas, then a work order referral is generated and submitted to the appropriate IT area(s).
- In the other IT areas, the work order queue is monitored by the manager and support personnel in that area. As work order referrals enter the queue, they are assigned to specific support personnel. The support personnel assigned to the work order referral review it and work diligently to provide a resolution. Once the work order referral is resolved it is marked as closed.
It is important to note that the initial work order cannot be closed until all referrals associated with it are closed. At any time in the process, the customer can log into STARS and check the status of their work order and the associated referrals. Also, as a work order and its associated referrals are closed, the support personnel have the option of generating an email to the customer notifying them of the work order resolution.
TTUHSC customers have access to the following functions in STARS:
- Request Assistance – allows the customer to create and submit a work order.
- My Request – allows the customer to check on the status of the work orders they have submitted.
- Web Project Request – allows the customer to submit a project request to Information Services for web site or web application development, maintenance, or support.
- Complete a Survey about our Services – gives the customer with the opportunity to provide feedback on how their request was resolved and their overall experience with IT.