- Magic Enterprise
- Magic Enterprise is the Web-based problem-tracking system used by Illinois State University. Magic is available for free to all departments of ISU. By creating Incidents, or trouble tickets, technical support staff can maintain a single point of reference for diagnosing and troubleshooting a given issue. Through a combination of flexibility and automation, Magic facilitates efficiency and provides a collaborative environment in which multiple staff members can work on and update a single Incident.
- Magic is highly customizable on both the database and client sides. The product can be tailored to your unit's needs by adding new fields, new forms, and more. Email and paging notifications can be set up so that Magic notifies you when new Incidents are created, assigned, or resolved (rather than requiring the staff member to login to Magic to get updated information). Email can also be automatically generated and sent to the end-user when his or her problem is resolved. Even more automation is possible through Magic's Business Rules component.
- Ideal for managers is the ability to generate reports based on their staff members' actions in Magic. Using Crystal Reports, managers can get various statistics. What's the average time it takes for problem turn-around? Which end-users have reported problems most frequently? What kinds of problems are we seeing most often? How much time have we spent throughout the year resolving issues? These are just a few questions that can be answered by Magic's reporting functionality.
- Key points for the manager:
- Customize Magic to suit your area's needs.
- Facilitate efficiency for your unit by automating or streamlining common tasks.
- Justify budget increases, pay raises, and the need for additional staff.
- Make sure work is evenly distributed throughout your area.
- Generate reports and get statistics on your unit's workload.
- At any time, check to see what your staff is working on and evaluate their performance without the need to create a report.
- Key points for the employee:
- Uses Internet Explorer so Incidents can be located and updated from anywhere.
- Track each end-user's problem as an individual Incident which can be updated by many people.
- Before working on a problem, see what other staff members have tried so you don't waste your time doing the same thing again.
- Contact TNSS about network problems/requests like port activations and routing issues.
- Add common problems to a special knowledge base for your department.
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- For more information about Magic and how your department can benefit from the product, please contact Justin Smith at 438-7375 or Randy Marrs at 438-2069 or email helpdesk@ilstu.edu.
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