[423] in Tooltime
Results of Help Desk tools meeting
daemon@ATHENA.MIT.EDU (Debi Fuchs)
Thu Oct 9 14:09:45 1997
Date: Thu, 9 Oct 1997 14:10:05 -0500
To: tooltime@MIT.EDU, helpstaff@MIT.EDU
From: Debi Fuchs <debi@MIT.EDU>
Cc: iggy@MIT.EDU, smyser@MIT.EDU, pragone@MIT.EDU
A subset of the Help Desk staff met this morning to discuss changes to the
Help Desk tool. Below are notes from that meeting.
Cheers,
-Debi
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Actions:
1.) Add a "Next Step" field to Oracle/Scopus. This is a field we have been
using successfully in our current database.
2.) Add the value "Web" in the Method field. (Current values are E-Mail,
V-Mail, Voice, Walk In, and N/A.) This value will be used for logs
submitted by clients via our Web interface.
3.) Add the value "Unseen" for the "Log Status" field. We have been using
this value for existing logs which have new information not yet seen by a
consultant, i.e., new voice-mail, new information submitted by the client
via the Web or email, etc.
We had some discussion about this value. For the future, rather than using
the "Unseen" log status, we may consider either breaking out log status and
priority into two different fields, or adding an "Unseen" checkbox, such
that a log could keep it's current log status, but have a pointer to new
information as well.
For the meantime, we will use the Unseen status, and would like to have the
log status automatically change to "Unseen" whenever the Category is
changed, if possible.
4.) DCS needs to be involved in a decision about the "Installation" log
status. We also need clarification about how DCS uses the log status,
category, installation log status, and taken by fields, and how current
data should be translated into Scopus fields.
5.) Remove the "Referred" log status value. Only 4 logs currently use this
value, and each could be changed to a different status without a problem.
6.) Add the "Projects" (for long term projects) and "CWIS" Category.
(Other categories are Helpdesk, Mainframe, Housecall, Netinstall, HelpNet,
DCS, UNIX/VMS, and Warehouse".)
7.) Add one fake profile called "client" for the "Created By" field. This
is for logs created by clients via Web or Email. (We will be able to tell
whether the log was created via Web or Email via the Method field. If we
do not create a fake client, we would have to leave the "Created By" field
blank.
8.) Remove the Waiting field from the log status values. Instead we will
use Frozen, so that all logs will "wake up" at some point.
9.) We would like to have 2 or 3 "Temp" accounts (to be used very
sparingly) so that we can continue to have one-time volunteers on the Help
Desk without having to create an account for them first.
10.) Clients will do minimal self-selecting of category from our Web
interface. In general, logs created by clients via the Web or Email should
arrive marked with category "HelpDesk" and status "New". The exception is
that we would like to provide a checkbox for clients on the Web interface
such they can self-select the category "HelpNet" if the log is a request
for a new IP address, as we get a fair number of those.
11.) We need to figure out whether the log status values inactive, active,
and open are really necessary in Scopus.
12.) Eventually we'd like any updates by clients to logs marked "Taken" to
automatically send email to the "Taker" with the new information.
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Debi Fuchs, Consultant
MIT Information Systems
Computing Help Desk Group
77 Massachusetts Avenue, 11-319
Cambridge, MA 02139
(617) 253-7812
debi@mit.edu
