"i am about to close this work order, are you satisfied with the problem resolution?"
About those conversations with the end user?
How onerous is it?
How useful is it?
Trackit, Notes for techs
relates also to documentation
Should we? Is this userful?
Helpdesk person should verbally notify tech if issue needs same day resolution
Within 1.5 hours from email
Emails with multiple requests should be broken into multiple work orders
Need help putting in correct expected resolution time
The current ones aren't working. Version 8.0 will be time to start over
For clarity, do not prefix WO subject lines with library codes
Add: user name, phone, email, library. title is helpful if available
Who should get emails when work order submission is by proxy?
users that refuse to use email
Direct calls rather than email
Lunch person covers phone but not emails
Will setup loose rotating weekly schedule for 8:30-9, 5-5:30 coverage
Do we have to provide phone/desk support the full time? Yes. Directors expect it and would like more. We can't go backwards on that one.
In case we miss the call, a message to end users?
To what level to we really need to go when standardizing processes/procedures?
how do I know who to assign things to?
Why should we move?