Web-based tool takes Heat off uni helpdesk

Auckland University is to drop its Heat helpdesk support system in favour of infraActive, a web-based system already in place at Victoria University.

Auckland University is to drop its Heat helpdesk support system in favour of infraActive, a web-based system already in place at Victoria University.

It was a choice between upgrading Heat and going to the market in search of a new system, says Auckland University IT customer services manager Shubha Raniga.

The web-faced nature of infraActive was “a major seller”, and while the university already runs PeopleSoft for human resources, finance and student administration, PeopleSoft’s helpdesk package was passed over because of the phase it is at, Raniga says.

“PeopleSoft are merging their helpdesk and services modules at present and [the combined product] wasn’t available.”

Price-wise, infraActive and Heat are similar, but infraActive was better suited to the university’s Oracle environment, she says. Heat runs on Sybase at Auckland, but the university’s preference was for the new helpdesk system to run on Oracle.

While InfraServ is web-based, security isn’t regarded as a concern because it will reside behind the university’s firewall.

By May infraActive should be rolled out to the IT heads of the university’s faculties, who will be able to access it from home through the university’s network. After the success of the initial rollout is gauged, it will be made fully available to the student body.

The first priority is to replace Heat (200 users, 40 licences) with infraActive for those who use Heat extensively, Raniga says. The ultimate aim is to have students self-sufficient in the use of infraActive, without having to call the helpdesk, she says.

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