RE: Template for Help Desk
From: Steven Collier [MVP] (StevenCollierMVP_at_discussions.microsoft.com)
Date: 06/25/04
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Date: Fri, 25 Jun 2004 12:38:01 -0700
With one exception you can create all you nee with a list. I would suggest you start with the Issues list as a template as it includes most of the stuff you are after.
>From here you would add columns for company, caller, category etc, if necessary rename some of the existing columns to make their use clear.
Add some views to filter the list by category so staff can see just their queue.
The issues list has some inbuilt magic that will help you out. Firstly there is a setting to make it notify someone when an issue is allocated. second it allows you to maintain a 'log' of previous comments to help track resolution, especially if the call is moved between users. Finally it has reports to help analyse the data captured.
If you want a more sophisticated mechanism you could look at using Infopath as a form mecanism submitting to a sharepoint forms library
-- Steven Collier SharePoint Portal Server MVP http://mvp.support.microsoft.com "Fred" wrote: > Jeffrey, > I am looking for the same thing. Anyone know anything? > Thanks, > Fred > > >-----Original Message----- > >I am new to SPS 2003. We are a software company and > need > >a template/component/web part (not sure which) to create > >a site dedicated to keeping track of support tickets. > > > >Things we would need (among others) would be: > >who opened ticket > >what company called > >what user called > >date/time stamp > >ticket number > >possible solutions recommended based off of keywords of > >problem field > >date solution due > >able to place problem in a certain category which > certain > >people who handle that problem will see (programming > >instead of network support) > >who is responsible for resolution ... > > > >so forth and so on. > > > >If you are aware of a package like this, free or > >otherwise, please let me know. Thank you very much! > > > >Jeffrey > >. > > >
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