Made with Vanilla 1.1.4.

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      CommentAuthorjastaple
    • CommentTimeApr 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: http://www.oneorzero.com/
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      CommentAuthorjastaple
    • CommentTimeJul 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.

    URL: http://psynet.ex.ac.uk/helpdesk/
    • CommentAuthorcal209
    • CommentTimeJul 13th 2008
     
    John,

    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!

    Chris
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      CommentAuthorjastaple
    • CommentTimeJul 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:

    http://psynet.ex.ac.uk/helpdesk/faq/

    let me know what you think.
    • CommentAuthorcal209
    • CommentTimeJul 23rd 2008
     
    Screensteps by any chance?

    What about a screencast showing people what to do? I created one for the online booking system (http://www.chrislongmore.co.uk/videos/online_booking_example.mov) and people seemed to have no trouble using the site after viewing it.