[455] in Tooltime
Re: Scopus questions
daemon@ATHENA.MIT.EDU (Peter Ragone)
Fri Oct 31 16:34:41 1997
In-Reply-To: <3.0.2.32.19971029094742.006d4f34@hesiod>
Date: Fri, 31 Oct 1997 16:02:19 -0500
To: Rob Smyser <smyser@MIT.EDU>
From: Peter Ragone <pragone@MIT.EDU>
Cc: tooltime@MIT.EDU
Here's what David and I have done about this mire of issues:
1) We have disabled the MOTD feature which has it showing automatically
during the startup of Scopus. This is because it crashes on the Mac for
unknown reasons. Scopus Tech. was notified about this a long time ago, but
hasn't provided a solution. The MOTD is available from under the Helpdesk
menu, it just doesn't show automatically while Scopus is starting up.
2) The hardware field is now automatically filled in with "Unknown" when
the user presses the "New" button. The user MUST still fill in either the
phone number or the email address. If no email is known, we have changed
the unknown email field to be "Unknown", rather than "Email", which was a
goofy default name. The unknown phone number remains "0-0000". When the
user presses the "Save" button, there is still a dialog box which insists
that the user enter either a phone number or an email address. There are
many details beyond this point, but I'll leave it at that.
3) If a client calls and our consultant gets none of the required
information such as phone, email, and hardware, he can create a sort of
"quickie" if we choose to allow our students to do so. Our consultant would
choose "Unknown" from the hardware popup menu and enter Unknown in the
email field or 0-0000 in the phone field.
-Peter & David
>The question about quickies really is -- what should the helpdesk do when
>the client calls, gets an answer, and hangs up without waiting around to
>give us the client info. As I remember, scopus requires either the Phone
>number or the Username to be filled in with something. I think the HD will
>continue to get Quickie-style calls whether we call them that in the log or
>not.
> What IS the answer to the quickie issue?
>Rob
>
>At 08:41 AM 10/29/97 -0500, Peter Ragone wrote:
>>1) Yes, sounds right to have David and me re-enable the MOTD feature on the
>>Mac as long as it won't cause a crash. We shall also check for that.
>>
>>2) I am a little curious why hitting save should revert the log to new if
>>the hardware field is empty. Seems to me that we should fix that rather
>>than resorting to a kludge such as filling in "hardware" in the hardware
>>field (btw, "phone" and "email" as strings seem odd too, but that's only my
>>opinion. I'll do the fix whichever way you like). Filling in "unknown"
>>makes some sense, though. We'll take a look at it.
>>
>>3) I believe we're not allowing 'quickies' any longer. I'll talk with
>>Alicia our protocol guru about how the Scopus interface should behave and
>>what it should allow regarding quickies.
>>
>>-Peter
>>
>>>At 4:11 PM -0500 10/28/97, Barbara Goguen wrote:
>>>>Hi Steve. As I am playing with Scopus in preparation to do a student
>>>>training session next week, I am coming up with questions.
>>>>
>>>>Do we plan to use the Message of the Day feature? From what I recall, it
>>>>works fine on the Windows and unix platforms, was just problematic on the
>>>>Mac. Is this true? If we are going to use it, how does one go about
>>>>putting up a message?
>>>
>>>David and Peter, can you re-enable the motd (my understanding is that we
>>>disabled it on both the test and production database while the Macintosh
>>>was crashing). Please then test the Macintosh client to see if the motd
>>>has been resolved.
>>>
>>>Regarding updating, consultants with maintenance access can use the MOTD
>>>screen to update the message.
>>>
>>>>
>>>>The NEW button does fill in text defaults for all required fields EXCEPT
>>>>hardware. It seems to me that it may make sense to be consistent, even if
>>>>somewhat goofy, and fill in a default text string of "hardware" in that
>>>>field too. That way at least the status wouldn't chage back to NEW upon
>>>>hitting SAVE without filling in something for Hardware.
>>>
>>>Ok, let's add it to the list. David and Peter, this item is yours. Seems
>>>simple enough, as we default the phone and email field (e.g. PHONE and
>>>EMAIL respectively), let's add a default.
>>>
>>>Question for the help desk staff, could we use "unknown" instead of
>>>"hardware"?
>>>
>>>>
>>>>In the training doc that Esther did, she documents the process for quickie
>>>>logs. She writes, "In the email field type quickie". Why did we decide to
>>>>indicate the "quickiness" of a log in the email field?!
>>>>
>>>
>>>Gee, does this work?, It sure sounds strange. The design document says
>>>that the quick button performs a "quick close" on a log. I believe the
>>>quick button was removed at one point (if we really care, this should be
>>>documented in meeting notes on the web).
>>>
>>>It's also possible that I am spacing on this item, maybe someone from the
>>>team remembers.
>>>
>>>..Steve
>>
>>
>>
>>
