Wayne State University

Aim Higher

Leave Feedback

The WSU CallTracker Tracking System

The Wayne State University CallTracker System is used for online tracking and escalation of computing or information technology-related issues or requests for service on campus. The system is used primarily by Computing & Information Technology (C&IT) staff and is available for use by authorized WSU departments.

How CallTracker Works

Tracking – anyone with a WSU AccessID can check on a CallTracker ticket.
Create a new ticket – only authorized persons are allowed to create new tickets or make a change to tickets.

Tracking and creating a ticket

  1. A person in the WSU community contacts a participating WSU department regarding a computing or information technology-related issue that needs resolution or a request for service.
  2. The staff member who is contacted:
    1. creates a CallTracker ticket regarding the issue,
    2. assigns it to a specific person for resolution, and
    3. assigns a priority number (see table below).
  3. Both the person who reported the issue (customer) and the person to whom the ticket is assigned are sent an e-mail message with the ticket number and the URL for the Website where the ticket can be tracked online.
  4. To view your CallTracker tickets, log in to WSU Pipeline and click the Computing tab.

Wayne State University Call Tracker Priority Levels

Priority 1 Requires immediate response.
Priority 2 Response required within 24 hours.
Priority 3 Response required within 1-2 days.
Priority 4 Response can be 2-5 days.
Priority 5 Response needs to be negotiated with the user.

Set up an authorized account

In order to create or update a CallTracker ticket or search by name or group, you must have authorized access from your department and have that permission entered into the CallTracker System.

To set up an authorized account and/or group, you must complete the CallTracker Account Request Form.

Log in to CallTracker

Note: To log in from home or any place off the Wayne State campus, you must use SSL VPN (WSU's Virtual Private Network that uses Secure Sockets Layer protocol).

  1. Go to https://calltracker.wayne.edu.
  2. Type your WSU AccessID (e.g., xy6789). You must use your WSU AccessID. You cannot use the e-mail name you have chosen as an alias for your AccessID.
  3. Type your AccessID password. If you don't know your password, see Getting Help with Your Password.
  4. Click the Login button.