HaloITSM Help and Ticketing System: Phase II

This message was emailed by Vijay Menta to WPI Employees and Students on September 30, 2024.

Dear WPI Employees and Students,

In August, WPI began using HaloITSM, our new enterprise service platform and ticketing system used to offer an array of services and self-help, and manage requests and issues.  Now in Phase II of implementation, Information Technology Services (ITS) continues collaboration with the Registrar, Bursar, CMS Helpdesk in Marketing & Communications, Talent & Inclusion, Academic Affairs, and Student Affairs, with Finance also contributing to self-help knowledge. Here are reminders and the latest updates. 

Reminders:

1. Access: To ensure a comprehensive experience, WPI community members should login to help.wpi.edu using “Single Sign-On” with their WPI username and password. 
2. Services: Many service offerings can be requested through help.wpi.edu, such as:

• Faculty Grade Change Requests
• Student Enrollment Verifications
• Drupal Website Requests
• Zoom Phone Requests
• IT Hardware Requests

3. Knowledge: Self-help instructions and information, known as Knowledge Articles, can be searched at help.wpi.edu. Login enables you to view all articles, as some require authentication. 

Updates:

We have closed the first implementation phase, and during Phase II, we continue to work with our partner departments to accomplish: 

1. Add/Drop: Beginning in B-Term, Course Registration Permission Requests will happen in Workday, where course registration and other course processes already occur. This will replace the add/drop process on WPI Hub, and remove dependency on the Cherwell ticketing system, which is being retired this fall. More details and instructions are coming soon! 
2. Configuration: Configuration improvements for services, ticketing, and knowledge continue with our partners and in response to community feedback. To provide the most relevant content and best self-help experience for our community, development of processes for knowledge feedback, updates, and review is in progress.
3. WPI Hub at hub.wpi.edu: Please continue to visit the WPI Hub for the Software Library, News, etc. If you look for tickets and knowledge on the WPI Hub, you will automatically be redirected to help.wpi.edu. As HaloITSM development continues and the former Cherwell ticketing system is retired, you may notice additional changes to both the WPI Hub and HaloITSM interfaces. 

Feedback is rolling in!

“Everybody is thrilled with Halo. The team was happy with Halo's responsiveness, cross-platform compatibility, and comprehensive testing. The ability to view different teams' tickets on the dashboard was a significant improvement over the previous tool...”   --HaloITSM Agent

We appreciate your feedback on the new system;  you may provide it by replying to this message. (If you joined WPI since our last update, details about the implementation, plus FAQs and instructions for using the portal are available.) Please contact the IT Service Desk at 508-831-5888 or its@wpi.edu if you are unable to access a Halo page (after confirming login), find a dead link, or for any questions or assistance you need to successfully use HaloITSM. 

Best,

Vijay Menta (he/him/his) 

Vice President and Chief Information Officer

Information Technology Services

Worcester Polytechnic Institute