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Alan Rader wrote:
Re: Tech support issue
From: Shawn Hogan
Date: Wednesday, January 6, 1999
Time: 3:39:24 pm
>1. Can the tech support logging be tied into a web page like? It would be
>nice if a tech person could go to a web page and log tech support calls and
>also look at a users tech history of on going problems or solved problems.
>
>What we have a problem with is that in tech support, when someone puts a
>call back needed for a users, no one takes the responsibility to keep up on
>it. Is there a way to assign a call back needed to a certain OG users? If
>that can be done, then can you also have some kind of built in reminder
>that could somehow pop up when they log into OG or send an email to them
>reminding them of an issue that still needs to be resolved?
Mmmmm... well, that's what the red check-mark was designed for... To give
people a visual that there is a tech cal lback needed just by looking at
the main menu, but without being annoying and constantly popping up a
dialog about it...
>There is a web base database out there that you can do these things with
>that we are thinking about using, but I thought if OG could do it, it would
>be nicer to keep everything together.
Oh man... what I have I started with the web enabling? {grin}
Let me get 1.8 done first since it comes out on Friday... because I have
a TON of stuff I still want to do to it before then. Then we can start
talking about what to web enable.
One thought though about web enabling the tech support stuff is that it
would only be able to be done without knowing who is doing it. And I
sort of cringe at the thought of allowing people to write ANYTHING
directly to the database without knowing who they are. What I mean is
that people could use it without necessarily logging into Optigold ISP as
an employee. I suppose it could be handled by the Web Security database,
but then you have to create a web security account for people you want to
be able to write to the database, etc. Just ends up making things not a
clean as I would like I guess... {shrug}
- Shawn
-------------------------------
Shawn D. Hogan
President, Data Point Solutions
http://www.data-point.com
(619) 452-3696
ICQ: 8319647
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