[1351] in IS Home Pages
Re: misdirected help
daemon@ATHENA.MIT.EDU (Robyn Fizz)
Fri Jun 23 16:57:19 2000
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Date: Fri, 23 Jun 2000 16:57:15 -0400
To: Barbara Goguen <goguen@mit.edu>
From: Robyn Fizz <fizz@MIT.EDU>
Cc: is-home@mit.edu
Hi Barbara,
Thanks for the heads up. These addresses were supplied by the authors of
the articles (and were vetted by the reviewers), so I assumed that this was
the preferred e-mail address for the Events Calendar and virus-related
issues.
I will be on guard against the Casetracker e-mail address in the future,
with respect to i/s articles. We may need to take a look at the IS Help web
pages as well, because in at least one instance (see
http://web.mit.edu/is/help/questions.html) Casetracker has been used as a
"catch-all" address for help.
I'm on vacation next week. If you need adjustments made to the IS Help
pages re Casetracker references, please contact is-home@mit.edu or speak
directly to Janet Littell.
Thanks,
Robyn
>In the latest issue of the IS NewsLetter there are actually two instances
>of pointing readers to send mail to casetracker@mit.edu for help. One
>occurs on page 2 in the Events Calendar article; the other occurs on page
>3 in the VirusScan article. Yet later in the same issue on page 6, the
>Windows 2000 article people are directed to computing-help@mit.edu, the
>correct email address. And of course on the back page, to mac-help and
>pc-help, again both correct addresses. At a minimum this is confusing; at
>the maximum it will delay the processing of customers' cases.
>
>Mail sent to casetracker@mit.edu will load into the database. However, the
>client will receive no acknowledgement that their case has reached us, and
>no case number to refer to in future emails. Also their case gets
>categorized as a "system" case rather than a Help Desk case, keeping it
>invisible from the Help Desk consultants until someone goes in and manually
>reads through and re-categorizes all the system cases. The lists that work
>"properly" are: computing-help, pc-help and mac-help.
>
>Please keep an eye out for this in the future. This time we are at least
>aware of the problem and will know to watch those "system" cases more
>carefully...
>
>Thanks!
>-Barbara
Robyn Fizz
News Coordinator
MIT Information Systems
N42-290B
Phone: (617) 253-0540
Fax: (617) 258-6875
For up-to-date computing news, see
http://web.mit.edu/is/newslink/
