🚀 go-pugleaf

In article <jmessier.134.00118BFF@hookup.net>, jmessier@hookup.net (Jean-Francois Messier) writes...
>In article <2t0npk$9of@nyx10.cs.du.edu> chowes@nyx10.cs.du.edu (Chester Howes) writes:
>>From: chowes@nyx10.cs.du.edu (Chester Howes)
>>Subject: Suggestions on how to run a help desk please
>>Date: 6 Jun 1994 20:59:00 -0600
> 
>>I've just moved into our small computer / LAN management shop to help
>>plan for our LAN's future, both in the physical layout/media/capacity
>>and customer support/service areas.  I've found documentation about the
>>LAN's physical plant or operating charistics sadly lacking.  The techs

[chomp]

>>Anyone out operating or supervising a help desk?  Can anyone suggest
>>what package we should look at to automate our service/customer support
>>calls?  I'm thinking we want something to open, assign to a tech, track
>>open calls, close calls, and be able to show trends of common problems
>>on a type of machine, type of board, program, operator, etc.
> 
>    You might not very like the answer, but we did a research about such 
>packages for your office (>500 users) and found ou tthat it was cheaper to 
>spend the time indevelopping our very own system than paying for third-party 
>programs. We looked at several of them. All were >20K (CDN)......
> 
>    We decided to write our own. We decided to use VB3 along with ODBC for the 
>database backend. We currently run on an Acess database, butplan to move on 
>the Oracle SQL server...
> 
> 
>===================================================================
>Jean-Francois Messier                            Windows developper
>sysop of SuperByte 486 (819) 775-3471 v32/v42 (bis too!)
> 
>jmessier@hookup.net                        74370.340@compuserve.com
> 
>             Drag me, Drop me, Treat me like an object !
>===================================================================

I agree. I ran a support department with 1000+ users and we ended up 
writing our own multiuser database Help Desk System in Paradox's PAL.
It also kept track of new projects within the support department, eg.
ad-hock programs, equipment installations, etc. This was the best solution
after evaluating several commerical software products.



+------------------------------------+---------------------------------------+
|   Bob Geisel                       |   rmg8909@utarlg.uta.edu              |
+------------------------------------+---------------------------------------+
|   University of Texas at Arlington, IEEE Branch Treasurer                  |
+----------------------------------------------------------------------------+