This is an HTML version of an attachment to the Freedom of Information request 'MyCampus Problems Since 27th August'.


 
Ann Campbell 
 
xxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxx.xxx 
17 January 2012  
Our Ref: FOI 2011/333 – F0189640 
 
 
Dear Ms Campbell, 
 
Re: Freedom of Information (Scotland) Act 2002 – Request for Information 
 
Thank you for your email which was received by the University on 14 December 2011 timed 
16:50 hours, requesting the following information: 
 
“Can you please answer the following questions: 
     a. How many problems have been reported by users of MyCampus since 27th August 

2011? 
     b. How many of these problems have been resolved? 
     c. What has been the cost of fixing these problems?” 
 
University’s Response 
 
 
a.  How many problems have been reported by users of MyCampus since 
27th August 2011? 
 
In our response to request number F0164672 (see: 
http://www.whatdotheyknow.com/request/84129/response/211948/attach/2/Response%20F01
64672.pdf) we provided
 details of the system used to log support calls for MyCampus 
(Supportworks). 
 
We also advised that calls received include users providing information, seeking clarification 
on aspects of the system and processes as well as those indicating problems. The 
Management Information reports available from the system indicate the subject of the call, not 
the nature of the call. 
 
10009 Supportworks calls were received between 27th August 2011 and 14th December 2011.  
 
b. How many of these problems have been resolved? 
 
8850 of these calls have been recorded in the system as resolved.  
 
DATA PROTECTION AND FREEDOM OF INFORMATION OFFICE 
Main Building, University of Glasgow, Glasgow G12 8QQ 
Data Protection: Telephone: 0141-330-3111 E-Mail: xx@xxx.xx.xx 
Freedom of Information: Telephone:
 0141-330-2523 E-Mail: foi@gla.ac.uk 
The University of Glasgow, charity number SC004401 
 

 
 
 
 
 
c. What has been the cost of fixing these problems? 
 
There are no separate costs available covering the handling of Supportworks calls. 
 
See our response to request number F0164672 for further information: 
http://www.whatdotheyknow.com/request/84129/response/211948/attach/2/Response%20F01
64672.pdf. 
 
 
The supply of documents under the terms of the Freedom of Information (Scotland) Act 2002 
does not give the applicant or whoever receives the information any right to re-use it in such a 
way that might infringe the Copyright, Designs and Patents Act 1988 (for example, by making 
multiple copies, publishing or otherwise distributing the information to other individuals and the 
public). The Freedom of Information (Scotland) Act 2002 (Consequential Modifications) Order 
2004 ensured that Section 50 of the Copyright, Designs and Patents Act 1988 (“CDPA”) 
applies to the Freedom of Information (Scotland) Act 2002 (“FOISA”).   
 
Breach of copyright law is an actionable offence and the University expressly reserves its 
rights and remedies available to it pursuant to the CDPA and common law. Further information 
on copyright is available at the following website: 
 
http://www.ipo.gov.uk/copy.htm 
Your right to seek a review 
 
Should you be dissatisfied with the way in which the University has dealt with your request, 
you have the right to require us to review our actions and decisions. If you wish to request a 
review, please contact the University Secretary, University Court Office, Gilbert Scott Building, 
University of Glasgow, Glasgow, Scotland G12 8QQ or e-mail: xxx@xxx.xx.xx
 within 40 
working days. Your request must be in a recordable format (letter, email, audio tape, etc). You 
will receive a full response to your request for review within 20 working days of its receipt.  
 
If you are dissatisfied with the way in which we have handled your request for review you may 
ask the Scottish Information Commissioner to review our decision.  You must submit your 
complaint in writing to the Commissioner within 6 months of receiving the response to review 
letter. The Commissioner may be contacted as follows: 
 
The Scottish Information Commissioner 
Kinburn Castle 
Doubledykes Road 
St Andrews 
Fife 
KY16 9DS 
Telephone: 01334 464610 
Fax: 01334 464611 
Website www.itspublicknowledge.info 
 
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E-mail: xxxxxxxxx@xxxxxxxxxxxxxxxxxx.xxxx 
 
An appeal, on a point of law, to the Court of Session may be made against a decision by the 
Commissioner. 
 
For further information on the review procedure please refer to 
(http://www.gla.ac.uk/services/dpfoioffice/policiesandprocedures/foisa-complaintsandreview/ ) 
All complaints regarding requests for information will be handled in accordance with this 
procedure. 
 
Yours sincerely, 
 
 
 
 
Data Protection and Freedom of Information Office 
 
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