The ticket notes say it all (mostly)

[Gerrinson]

BG: I normally work Mon - Fri and am 'on call' for emergencies if needed. I was 'on call' all of Memorial Day weekend, despite having a paid holiday. I was to respond if we needed a physical IT presence because the IT manager was out of town. He was checking the Help Desk voicemail and had his laptop to resolve problems remotely.

This started about an hour after I left on Friday, and the case notes should tell you everything else you need to know other than yes - I do use emotes in my notes, VM = voicemail, and <clarification/substitution for this post>. So here they are:

Problem description: Black ink not printing out of Gift Shop printer

Requestor: <Stupid End Luser - henceforth SEL>

Request Date: 5/27/08

Notes: <SEL> called <Gerrinson>'s direct ext and left VM on Fri 5/23/08 after <Gerrinson> had left for the day instead of calling Help Desk extension. -.- Reported that printer was not printing black ink despite new ink cartridge, per <SEL> she needs help "immediately. This is very high priority."

<SEL> called <Gerrinson>'s direct ext and left VM on Sat 5/24/08 instead of calling Help Desk extension. -.-

<SEL> called <Gerrinson>'s direct ext and left VM on Sun 5/25/08 instead of calling Help Desk extension. 8(

<SEL> called <Gerrinson>'s direct ext and left VM on Mon 5/26/08 instead of calling Help Desk extension. >X^[

5/27/08 - Returned from Memorial Day weekend; verified no corresponding messages on Help Desk email. Checked printer. It was out of black ink, new unopened ink cartridge was on top of printer with note dated 5/22/08 saying that it would need to be put in soon as black ink was almost gone. Put new ink cartridge in printer. Works fine now. Ticket closed - Gerrinson.

[clowninasack]

I have only two words: Oh snap.

[technical.angel]

You know, it's stuff like this that makes me love our modular messaging. Voicemail goes into our email box. So, if I check my email, I see all my voicemail.

Also, it's stuff liked this that got us a mandate from on high that we are allowed to not pick up the phone if someone calls our direct extension. If they leave a message, it's forwarded to the Helpdesk.

If they don't, oh well.

[Gerrinson]

You know, it's stuff like this that makes me love our modular messaging. Voicemail goes into our email box. So, if I check my email, I see all my voicemail.

Also, it's stuff liked this that got us a mandate from on high that we are allowed to not pick up the phone if someone calls our direct extension. If they leave a message, it's forwarded to the Helpdesk.

If they don't, oh well.

[envy] Ah, forwarding of messages... I can only dream. Unfortunately, our phone system was outdated when they purchased it secondhand. In the '90s. So we don't have your fancy forwarding of messages or email notification or, well, a lot of nice and useful features. [/envy]

And, since I don't work full time in IT, I have to have my phone extension listed for people to call me about my other job. It has been made clear that calling my direct extension will not get faster service. Especially when I leave early for a holiday weekend. And since I never work Saturday or Sunday, I have no idea why she'd call my extension on those days in the first place.

[Emrld]

Does your voice mail greeting say anything about the help desk extension?

Not that I expect the gift shop person to actually hear that as they are just waiting for the beep, half the time don't confirm they have the right number prior to leaving a message. Just it would be protection for you if her higher ups try to make a fuss over you not taking care of it in a timely manner/ not checking your messages on a holiday weekend.

[Gerrinson]

Does your voice mail greeting say anything about the help desk extension?

Not that I expect the gift shop person to actually hear that as they are just waiting for the beep, half the time don't confirm they have the right number prior to leaving a message. Just it would be protection for you if her higher ups try to make a fuss over you not taking care of it in a timely manner/ not checking your messages on a holiday weekend.

We're small enough that it's actually a non-issue for me. I mean, the IT department is one full time IT manager and me part time (only about 12 hrs a week until busy season hits). And it was the IT manager who confirmed that there were no HD voicemails from them over the weekend. So, I've done my CYA on this.

My voicemail message is tailored for the vendors who make up 95% of my callers. Some of them got confused when it used to reference the Help Desk, so I was told to remove that part.

I did automatically add a 'stupid delay' (similar to the 'stupid tax') of 4 hours before responding to their ticket. When they call the help desk they get helped faster. I got the message at 8:30, stupid delay kicked it out to 12:30 (which is lunch time) so I didn't actually act on their ticket until 1:15.

[technical.angel]

so I didn't actually act on their ticket until 1:15.

You are teh evil!

I love it!

[Eric the Grey]

5/27/08 - Returned from Memorial Day weekend; verified no corresponding messages on Help Desk email. Checked printer. It was out of black ink, new unopened ink cartridge was on top of printer with note dated 5/22/08 saying that it would need to be put in soon as black ink was almost gone. Put new ink cartridge in printer. Works fine now. Ticket closed - Gerrinson.

So, my question is.... Do the end users get to read the closing comments from your tickets?

Our system sends email to the customers email address when the ticket is opened, showing the call description, and again when it is closed, showing the Solution information.

It has its good points and bad points. The good point is, if the tech actually puts the solution in the ticket, the end user can read it (understanding is not necessary). On the down side, we have to be careful with what we put in said fields. Luckily, they don't get to see the comments section unless they have access to the system themselves.


Eric the grey

[technical.angel]

Our work order tracking software (Numara Trackit, I'm interested in SchoolDude. Looks nice) has a notes section and a resolution section. Non technicians can only see the original message, usually the email sent to Helpdesk and the resolution. Everything entered in by technicians other than the resolution are marked as private. I usually mark my resoultion in the notes and in the resolution field. If I need to vent, I can do it safely.

[Gerrinson]

So, my question is.... Do the end users get to read the closing comments from your tickets?

No. Our system isn't quite that advanced. Think Access.

On the bright side, only two people have access (heh) to the database. Just the IT manager and me, so it's okay for me to be a bit silly. There are a couple other good ones out there such as "I feel dumber for having worked with this user."

Totally OT, but our Purchaser just said to me "I love a good spanking and I'd love you to give it to me, darling." Too bad he's not my type.

[CorDarei]

i hate helpstar...


that is all.

[SteeleDragon78]

kinda ot

has anyone ever used digital workflow or service center? theyre both like someones bad vb school project with an oracle db on the back end

[Bliss]

I'm trying to get my guys to use RT. I'm thinkign I'll have to redesign my own to look like my-first-sony for it to work