School policy on IT support
» Support Task Management
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Apr 3rd 2008
I have identified a very strong candidate for managing support tasks/calls, and obtained a 1 year licence for it. The software is in widespread use, and seems to fit quite well with our needs. I will be installing and testing it in the next week. When it's stable, I'll invite you all in as beta testers.
In case you're wondering, it's called OneOrZero:
Jul 11th 2008
The system is now almost ready for rollout. It currently lacks the user documentation and priority definitions, which will be completed once I have referred to the minutes of the last meeting.
I would appreciate members logging in to the system (use your normal uni credentials) and entering a support request which we can respond to. I would then appreciate any feedback on the process.
Jul 13th 2008
Have submitted a couple of requests for you - one that would require someone to come to the PC and the other something a user could do themselves. Hope that helps!
Jul 17th 2008
Thanks Chris (and Cath and Peter too)
I think we've identified most of the wrinkles in the system, and i will be upgrading the software today. There's also a tutorial for new users available, built with a spiffy new (and cheap) documentation tool I purchased yesterday:
let me know what you think.
Jul 23rd 2008
Screensteps by any chance?
What about a screencast showing people what to do? I created one for the online booking system (
) and people seemed to have no trouble using the site after viewing it.
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