New UTS support tool

Having difficulty with a McMaster computer or software system? Want to request a change to your account or a new IT service? Now it’s easier than ever.

This week, University Technology Services (UTS) unveiled IPACS (Incident, Problem and Change Services). This new, IT support system provides users with web or mobile access to report and check the status of issues, request services and search for information related to IT services.

IPACS provides all McMaster students, faculty and staff with a way to request support at any time, day or night, weekends or holidays. The new system allows users to:

• Report new issues when something is not performing as expected
• Submit new service requests to ask for a new service to be provided, or new or changed access to a an existing service
• See the status of previous issues and requests
• Add comments or additional information, such as screen shots, to outstanding issues and requests
• Search a McMaster specific knowledge base for solutions

“Allowing users to make requests or provide additional information outside of the call centre hours is a significant benefit of IPACS,” said Deborah Dixon, Senior Manager, Client Services, UTS. “Plus, it is much more transparent: users can see the status of their requests, including their comments and interactions.”

IPACS also provides users access to an extensive knowledge base. One handy feature provides a view of the knowledge base to users who are typing in a support request. For example, if a user types “change my password” in to the request summary, a list of password related knowledge base articles will appear when they move to the description field, allowing them to potentially resolve the issue themselves.

Dixon hopes that IPACS online support request will quickly become the preferred way for users to request support.

“When people try IPACS, they will see it is really much more convenient than calling. It offers instant suggestions via the knowledge base and provides a useful written record. It is, after all, hard to attach a screen shot to a telephone call,” said Dixon.

The new system is available today for all McMaster students, faculty and staff via the UTS homepage or at: https://ipacs.mcmaster.ca

Login to IPACS using your MAC ID and password.

Users will still be able to reach the UTS Service Desk’s using the existing email and phone contact methods.