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The red check make next to "Tech support" is great, but without assigning a
Re: Tech support issue
From: Alan Rader
Date: Wednesday, January 6, 1999
Time: 4:31:36 pm
task or responsibility to a person, it does not get done. I know this from
past experience dealing with anything in a business :) as I am sure other
have dealt with too. I have people around here that don't get things done
unless they are constantly reminded, one reason is we are so busy. Since
we are fairly new, a few of us are the owners/employees :) and it is hard
to punish them. (grin)
The web stuff helps out too for the reason that if you can't afford FM Pro
server ( like us) then you are limited to how many tech guys can sit around
with OG open. We can only have 6 machines total open at once. Web support
would allow us more.
Just a thought and wishful thinking.
At 03:35 PM 1/6/99 -0800, you wrote:
>Alan Rader wrote:
>
>>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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