CA Service Desk Manager is being used to document all calls and work orders that come to the Queens College help desk. When a staff or faculty member has an issue or a request with his or her computer, we write an incident or request on CA Service Desk Manager. This request or incident is assigned to a staff member who will address the issue. Both the person who wrote the ticket and the person who will fix the problem log into CA Service Desk Manager. The end user receives emails for any changes that are made to the ticket. We also use it to document each phone call that we take because we are resolving issues over the phone for faculty, staff and students.