Enterprise Applications Request

Please contact the Technology Help Desk with any questions regarding software, technical difficulty, requests for training, Colleague or KATIE help, or request for software or process improvement. You can also create your own support ticket at http://help.luther.edu.

Please don’t contact other members of ITS directly for help with new issues. By going through the Technology Help Desk, you are helping Enterprise Applications team members be more productive. When you call, email, or walk into a team member’s office to ask for their assistance directly, you are disrupting their work on projects already in progress. Using the Technology Help Desk as your point of contact for requesting services, you are increasing the hours of concentrated work we can spend on your project or request.

Requests in the ITS tracking system are categorized with a business unit of the college and given a time estimate for completion. A person, referred to as a “queue manager” from each business unit is in communication with ITS about the priorities of the requests that have been submitted in each unit. Requests that can be quickly resolved are dispatched to the appropriate person for support and if the request cannot be completed by the date needed, the Director of Enterprise Applications contacts the user and the “queue manager” for the business unit.

Business Unit (Queues) and Queue Manager

Provost Office Registrar – RyAnn Winings, Richard Bernatz
Alumni and Development – Chris Frana, Nate Ersig
Finance and Admin/HR Payroll – Peggy Lensing, Ann Casper, Kathy Hageman
Admissions and Financial Aid – Rachel Moser
ITS, and Misc. Offices Reporting to President – Evan Abbey

The Business Unit Queue Managers meet on a regular basis to prioritize “projects” that require project management or require more than 10 hours of programming time. You will get email notifications as your request is being worked on and an enterprise applications team member will notify you when your request is completed. If you want to know the status of your request you may contact the Director of Enterprise Applications or the Queue Manager for your area.

The Enterprise Applications team has many projects in progress. The most productive project time happens when we have concentrated periods of work. Whether it’s a password reset, an idea for a great new report you want, or help with Colleague or KATIE, please contact the Technology Help Desk first. Someone will contact you for more details and follow up with the resolution.