CTL Tech Services is happy to announce that we have completed an upgrade of our support and ticketing system. This upgrade improves our ability respond quickly to requests, to track and identify trending support issues, and improves the usability of our collection of self-serve help articles.

Users can still submit tickets by emailing ctl@ualberta.ca or through the new web interface at https://support.ctl.ualberta.ca. We have removed the ability for users to log in to view submitted tickets as this caused confusion for some users. Now, once a ticket is created, it can only be updated by replying to the generated email.  

Our existing knowledge base articles have been copied forward to the new system and we are going through all of our other materials and updating any links that pointed to these. Anyone who had bookmarked specific articles should access the new knowledge base at https://support.ctl.ualberta.ca/index.php?/Knowledgebase/List to redo those bookmarks (users clicking old links will be redirected to the new site but not to specific articles).

The system also offers a number of new features including news updates and a step-by-step troubleshooter that we will phase into operation throughout the term so watch for more changes in the near future.

We appreciate your patience while we have been completing this upgrade and apologize for any interruption in our service. Please email ctl@ualberta.ca if you have any questions.

Regards,
CTL Technology Services