You may sometimes hear Drew Technology staff talk about or you may receive email updates from something called "MI6". What is MI6 (other than an old code name for the UK's foreign intelligence service, of course)? MI6 is Drew University's new issue management system. Put simply, MI6 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 organize our workflows so that we know that status of every issue we are working on for our customers thus enabling us to provide efficient customer service.
As of August 30, 2009 the MI6 system is being implemented throughout University Technology to replace our existing Supportworks system. We ask for your patience as we complete our migration. Eventually every area of University Technology will be using MI6.
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 firstname.lastname@example.org 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
Drew's new Technology Support Portal, which you may reach from the Drew start page or simply by visiting technology.drew.edu, is your single source for Drew technology issues. The portal allows you to look at your entire MI6 issue history as well as view warranty and other information related to your Drew computer. You may also log a new issue with the Helpdesk from the portal, simply by clicking Ask 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.
In addition to tracking individual customer issues, we also use the MI6 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 as well as the System-wide Bulletins page on U-KNOW.
Learn more about why and how Drew's MI6 system was developed in this Technology News blog post.