[439] in Tooltime
Data Conversion and Scopus Web Interface Questions
daemon@ATHENA.MIT.EDU (Debi Fuchs)
Mon Oct 27 10:51:27 1997
Date: Mon, 27 Oct 1997 10:51:54 -0500
To: wade@MIT.EDU
From: Debi Fuchs <debi@MIT.EDU>
Cc: tooltime@MIT.EDU
Hi Steve,
I've been looking at the data as it was transferred, and it looks like it
transferred well.
I have some questions about the DATA CONVERSION and the SCOPUS INTERFACE:
DATA CONVERSION QUESTIONS:
==========================
1.) I should be converting firstname and lastname for both primary and
secondary clients to upper case, right? What other fields should I be
converting to upper case?
2.) The mit_pri_id and mit_sec_id are always empty in the data which is
imported. Should we try to do a ware house lookup based on email for logs
we'll be importing so that clients will be able to see old logs from the
web?
3.) What should be the value in the mit_frozen_flag field? I currently am
passing you an null value. There is a field in Scopus which says "Thaw"
with yes or no as values. Is this that field?
The reason I ask is that somewhere along the line I heard talk of a "Close
on Thaw" function, where the log would close automatically on it's thaw
date. I don't really understand the value of a "thaw or not" flag, but I
do understand the value of a "close or not on thaw" flag. (We NEVER want
logs to fall through the cracks, but we often want logs to close
automatically if we haven't heard back by a specific date.)
These two functions are very different. I want to make sure I'm using that
field correctly.
Some questions about the SCOPUS INTERFACE:
==========================
1.) Do you know why can't I use the backspace key to delete text? I'm on a
Sparcstation 4.
2.) We currently have a 'Find Open' button. I think the script associated
with that button would be much more usefule if we could restrict frozen
logs to those which should not still be frozen. This could be done by
extending the where clause for that script as follows:
AND (l.mit_status != 'FROZEN' OR (l.mit_status = 'FROZEN'
AND upper(l.mit_frozen_flag) != 'no'
AND l.mit_frozen_ts <= (SELECT sysdate from dual))
It would also be good to replace the "ORDER BY" clause with the following:
ORDER BY s.mit_weight desc, l.mit_modified_ts desc, l.mit_log_id asc
3.) Since diffent groups look at different subsets of logs in the database,
it would be optimal if we could have the several 'Find Open' scripts which
are as above, but additionally restrict the category to each of:
'Helpdesk'
'Mainframe'
'DCS', 'NetInstall', or 'NetHelp'
'Housecall'
'UNIX/VMS'
'CWIS'
'Projects'
I think this is very important to the working of the help desk and I would
be willing to try to learn how to make these changes, if necesssary.
4.) The log status is being changed to New whenever one tries to save the
log without filling in all of the required fields. This has potential to
create problems. For example, an URGENT or even a CLOSED log might be
changed to NEW without the consultant realizing it.
That's all for now.
Cheers,
-Debi
-------------
Debi Fuchs, Consultant
MIT Information Systems
Computing Help Desk Group
77 Massachusetts Avenue, 11-319
Cambridge, MA 02139
(617) 253-7812
debi@mit.edu
