Internetworkers: http://www.ibiblio.org/internetworkers/

[Judy Hallman <hallman AT email.unc.edu>]

Dallas,

Interesting timing. Jerry Winegarden is working on code for a help desk
for Triangle area community technology centers, which we expect to use
statewide. We had a birds of the feather on help desk support for CTCs at
the CTCNet conference in Austin June 15. I just drafted a summary of the
BOF and will include it below. Perhaps you and some of the other Triangle
Internet Workers would like to help develop the system.

Date: Wed, 19 Jun 2002 16:14:56 -0400 (EDT)
From: Judy Hallman <hallman AT email.unc.edu>
To: Jerry Winegarden <jbw AT duke.edu>, Ali Rasheed <arasheed AT buffalo.edu>,
     Peter Mok <pmok AT mailhost.tcs.tulane.edu>,
     Rashied Cormier <RCORM59880 AT aol.com>, Forest Monsen <forestm AT etr.org>
Subject: DRAFT: CTCNet Help Desk Development Project

Draft message. Please send changes to me and I'll send the message to the
CTCNet list on Monday (June 24).
-------------------------------------------------------------
To CTCNet list:

This message summarizes the Help Desk Birds of a Feather, June 15, in
Austin.

If you would like to participate in this project, please join the e-mail
lists (see below).

Name: CTCNet Help Desk Development Project

Participants: 
Jerry Winegarden <jbw AT duke.edu>, Duke
Judy Hallman <hallman AT rtpnet.org>, RTPnet
Ali Rasheed <arasheed AT buffalo.edu>, Univ. of Buffalo
Peter Mok <pmok AT mailhost.tcs.tulane.edu>, Tulane/Xavier National Center
  for the Urban Community
Rashied Cormier <RCORM59880 AT aol.com>, National Center for the Urban
  Community
Forest Monsen <forestm AT etr.org>, http://www.etr.org/nsrc
 
Two subgroups: Tech and Admin. Hallman to set up 3 e-mail lists on
RTPnet.

*** 
The lists are set up. Subscribe from 
http://www.rtpnet.org/mailman/listinfo/hd-gen
http://www.rtpnet.org/mailman/listinfo/hd-tech
http://www.rtpnet.org/mailman/listinfo/hd-admin
***

Code is open source -- uses php, html, mysql

Status: Jerry's machine died. URL is (will be) 
http://nc-help.dyndns.org/hd/v3 .
Can create and assign tickets, but not update them.

Tech Tasks: Define modules to be done. Need specs. Jerry to work on code.

Admin Tasks: Set up Service Level Agreements (SLAs), hiring, get
volunteers on e-mail lists. Hallman to draft policies and procedures.

How big a geographic region? Not limited. Already have fields for city,
county and state.

How to contact Help Desk: phone 800 number, e-mail, chat (AOL Instant
Messenger), Web form (essentially the same as e-mail).
Help Desk takes offers of help as well as problems.
Response time and guarantees are determined by Service Level Agreement.

Judy Hallman (hallman AT rtpnet.org, http://www.rtpnet.org/hallman)
Executive Director, RTPnet, NC (http://www.RTPnet.org/)
------------------------------------------------------
On Wed, 19 Jun 2002, Dallas Smith wrote:

> Hello,
>   The tech support group in my department is looking into what options are
> available for work request databases or how other people handle work
> requests.  Right now we're using a custom built domino database, where the
> person who needs support sends in an email, then the tech group views it in
> the database and marks it complete when it has been completed.  There is no
> way for those who made requests to check the status of their request, to
> make entries from the web, or to leave feedback.  If you or your tech
> support group uses a setup that you recommend or suggest staying away from,
> let me know.
> Thanks,
> Dallas
> --
> Dallas Smith
> dallas.smith AT pobox.com
> http://www.ibiblio.org/~sallad
> 
> 
> 
> ---
> Come and play at the InterNetWorkers Web site!  
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