You may sometimes hear Drew Technology staff talk about, or you may receive email updates from, something called "MI6help.drew.edu". What is MI6 (other than an old code name for the UK's foreign intelligence service, of course)? MI6 help.drew.edu? This is Drew University's new s issue management system. Put simply, MI6 help.drew.edu is the database that we use to keep track of every problem reported, computer dropped off, or any other service request made of University Technology. MI6 helps us . help.drew.edu allows us to organize our workflows so that we know that the status of every issue we are working on for our customers, thus enabling us to provide efficient customer service.
As a Drew technology user, you may interact with the MI6 system either via email or the new Technology Support Portal.
When you send an email to the CNS Helpdesk at helpdesk@drew.edu a new issue is automatically created in MI6 to track your request. Drew technology staff will investigate the issue and reply to you using the MI6 system. In addition to creating new issues, you may reply to any email update you receive from the helpdesk and your comments will automatically be added to your MI6 issue.
Technology Support Portal
help.drew.edu system anytime, day or night, via the website, https://help.drew.edu.
Help
Drew's new help.drew.edu pageDrew's new Technology Support Portal, which you may reach from the Drew start page or simply by visiting technologyhelp.drew.edu, is your single source for Drew technology issues. The portal This page allows you to look at your entire MI6 issue history as well as view warranty and other information related to your Drew computer. There are also links to other services on campus. You may also log a new issue with the Helpdesk from the portal, UT Service Center simply by clicking Ask Fill Out a question.
As we continue to develop the MI6 system, we will expand the portal to include more areas of University Technology, making it a true one-stop-shop for all of your Drew technology needs.
Support Request.
System-wide Bulletins
In addition to tracking individual customer issues, we also use the MI6 this system as a tool to track system-wide issues -- such as unexpected network or server outages -- as well as planned system maintenance. You may review any current system-wide bulletins via the Technology Support Portal via help.drew.edu as well as the System-wide Bulletins page on U-KNOW.
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What is MI6?
You may come across references to "MI6" as you work with the help.drew.edu system. MI6 is the name we gave this system before its most recent renovation in the summer of 2013.
Learn more about why and how Drew's MI6 system was developed in this Technology News blog post.