Project Purpose

Evaluate and select a best-in-class ticketing system that will serve all Texas A&M University IT in supporting faculty, staff and students.

A university-wide ticketing system supports the vision of a unified Help Desk, which is a key recommendation in the Path Forward strategic plan. The system will become the main point of contact for all IT issues and a one-stop shop for all IT requests. It will enable IT staff to track, prioritize and resolve user needs more efficiently, thus decreasing service time and increasing end-user trust.

  • Define requirements, 9/1/2022 - Completed
  • Review solutions, select set of finalists, 9/30/2022 - Completed
  • Select finalist, 12/1/2022
  • Create migration plan, 1/6/2023
  • Migrate to selected solution, 3/31/2023