RE: [IUG] III Help Desk Calls Database
[Date Prev][Date Next][Thread Prev][Thread Next][Date Index][Thread Index]
Said (et al) --
I see your point and it is well taken. This is not really the case where it is a known issue at all, but something that is not setup properly. When items cannot be requested, there are numerous reasons why this might be the case. Whereas a known issue is something that is broken or not working as designed, the cornucopia of possible issues associated with services not setup correctly is a whole other issue.
I have thought for some time that the Innovative system, like many similar systems, could be compared to a salad bar that stretches five miles long. We could hardly walk the entire length of it, but even if we did, there might be some things that are missing. What might be useful is a bridge between the calls database and the FAQs on CSDirect. I think that our satisfaction in the system stems in large part from our ability to get things done. The trick with this system is the things that are possible, but are not setup correctly. Equally tricky is assessing our use of the system. All over, systems are working in confines that are no longer necessary because of enhancements in the system.
We have had at IUG a customer services forum. But maybe another forum about company documentation might be in order. This way, Innovative can hear from users what would be useful to get from the CSDirect site (among others). While it is 9 months away, there could be some means for the IUG to facilitate a discussion on this topic. Through the list is a good start. But since Innovative staff do not participate on this list (by design), they might come up with a different way to continue the discussion.
The ultimate goal for this is to share more of the solutions and opportunities that exist in the system. That benefits everyone so I think it is a great goal.
Best -- Corey
Corey Seeman
Director
Kresge Business Administration Library
Stephen M. Ross School of Business
University of Michigan
701 Tappan Street, K3330
Ann Arbor, Michigan 48109-1234
(734) 764-9969
Cell Phone (734) 717-9734
Fax (734) 764-3839
cseeman at umich dot edu
http://www.bus.umich.edu/kresgelibrary/
http://www-personal.umich.edu/~cseeman/index.html
-----Original Message-----
From: innopac-bounces at innopacusers dot org [mailto:innopac-bounces at innopacusers dot org] On Behalf Of said shafik
Sent: Thursday, July 19, 2007 1:53 PM
To: innopac at innopacusers dot org
Subject: RE: [IUG] III Help Desk Calls Database
Good thoughts Corey,
While Known Issues deal with "unsolved" issues, I think the three of us who talked about opening calls database meant the "previously solved" issues. It does save time for both systems librarians and III staff if we have access to the database the way Josh Stompro has just mentioned.
I can give you a little example: A library staff in one of our four libraries pointed out the "Request" button does not appear on their Web OPAC page. This is not a "Known Issue", rather it is a change should be made in the Request Rule. If this issue has been addressed before and found in the III Calls Dayabase, wouldn't save time and efforts here?
Thanks,
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Said Shafik
Systems Manager
Drexel University Libraries
Philadelphia, PA 19104-2875
Phone: 215.895.1832
Fax: 215.895.2070
http://www.library.drexel.edu
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
From:
"Seeman, Corey" <cseeman at bus dot umich dot edu>
Reply-To:
IUG INNOPAC List <innopac at innopacusers dot org>
To:
"IUG INNOPAC List" <innopac at innopacusers dot org>
CC:
cseeman at umich dot edu
Subject:
RE: [IUG] III Help Desk Calls Database
Date:
Thu, 19 Jul 2007 13:08:51 -0400
To a great degree, this is already available in the Known Issues page on
CSDirect:
http://csdirect.iii.com/csd/release_notes/known_issues/
What they are doing, and I am sure what DRA and Endeavor did was clean
it up for public consumption. The Calls Database has just about
everything that Innovative does, so it would not be appropriate as a
searchable database.
I think that in an ideal world, calls move more quickly over from
site
issues to known issues. But there are so many factors involved in this,
and I am not sure how quickly this gets updated. I know that it is
often the last place I check, but it should be much earlier in the
process. There is also the issue of when something becomes a larger
issue. Because there are so many ways to us almost each function in the
system, you could have some problems that are critical to some
libraries, where other libraries never even run across it.
If there is a way to enhance this resource, I am sure that the helpdesk
managers (they are listed with their emails on csdirect.iii.com) would
be good to contact, especially Monica Ertel. I am sure that we could
always hope that information gets moved to Known Issues more quickly.
The discussion on the list is good to let
Innovative know that this is
important to us.
These are just my thoughts on the matter, nothing official or anything.
Best -- Corey
Corey Seeman
Director
Kresge Business Administration Library
Stephen M. Ross School of Business
University of Michigan
701 Tappan Street, K3330
Ann Arbor, Michigan 48109-1234
(734) 764-9969
Cell Phone (734) 717-9734
Fax (734) 764-3839
cseeman at umich dot edu
http://www.bus.umich.edu/kresgelibrary/
http://www-personal.umich.edu/~cseeman/index.html
-----Original Message-----
From: innopac-bounces at innopacusers dot org
[mailto:innopac-bounces at innopacusers dot org] On Behalf Of Josh Stompro
Sent: Thursday, July 19, 2007 11:18 AM
To: michelea at cherryvalley dot lib dot il dot us; IUG INNOPAC List
Subject: Re: [IUG] III Help Desk Calls Database
DRA had this same functionality 7
years ago, it was extremely helpful.
They anonymized their trouble tickets and indexed them. It would have
been more useful with tagging and keywords, but as it was it made it
easy to find out if others had seen a certain issue, and what the
solution was. There were many times when I didn't have to call support
on an issue since the knowledge base gave me the solution. Of course I
had access to actually fix things on our VMS server, which wouldn't be
the case with our turn key system, but at least I would know if there
was a solution, and I could ask the right questions when talking to
support.
Josh
Michele Arms wrote:
> (Formerly known as) Endeavor Information Systems did just that with
their
> support database. SupportWeb provided just enough information so that
> customers could see if a
problem they encountered had already been
reported
> to Support. Customers were able to "me too" an incident so Support
could
> track how many customers were reporting the problem which in turn
drives
> (among other things) how quickly a resolution is supplied, either in a
fix
> or in a future release.
>
> The Data Migration guys were able to create a job that pulled pieces
of
> information from the support database and populate a web form. The job
was
> run twice a day and updated the problems on SupportWeb.
>
> Michele Arms
> Cherry Valley Public Library
>
> -----Original Message-----
> From: innopac-bounces at innopacusers dot org
> [mailto:innopac-bounces at innopacusers dot org] On Behalf Of said shafik
> Sent: Wednesday, July 18, 2007 7:12 PM
> To:
innopac at innopacusers dot org
> Subject: [IUG] III Help Desk Calls Database
>
> I noticed, could be wrong, when calling Help Desk for placing a call
about
> an issue that Help Desk staff search in some kind of database III has
to see
>
> if this issue has been looked at before. If this is the case, I wonder
if
> III can just open it for us - passworded of course - to search, a kind
of
> special knowledge base and ease the load on III staff.
>
>
>
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> Said Shafik
> Systems Manager
> Drexel University Libraries
> Philadelphia, PA 19104-2875
> Phone: 215.895.1832
> Fax: 215.895.2070
> http://www.library.drexel.edu
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
>
> _________________________________________________________________
>
http://liveearth.msn.com
>
> --
> This message was distributed through the Innovative Users Group
INNOPAC list
> Public replies: INNOPAC at innopacusers dot org
> Update your subscription options:
> http://innopacusers.org/mailman/listinfo/innopac
>
> --
> This message was distributed through the Innovative Users Group
INNOPAC list
> Public replies: INNOPAC at innopacusers dot org
> Update your subscription options:
http://innopacusers.org/mailman/listinfo/innopac
>
--
Lake Agassiz Regional Library - Moorhead MN larl.org
Josh Stompro | Office 218.233.3757 EXT-139
LARL Network Administrator | Cell 218.790.2110
--
This message was distributed through the Innovative Users Group
INNOPAC
list
Public replies: INNOPAC at innopacusers dot org
Update your subscription options:
http://innopacusers.org/mailman/listinfo/innopac
--
This message was distributed through the Innovative Users Group INNOPAC list
Public replies: INNOPAC at innopacusers dot org
Update your subscription options: http://innopacusers.org/mailman/listinfo/innopac
------------------------------------------
------------------------------------------
Don't get caught with egg on your face. Play Chicktionary!
------------------------------------------
------------------------------------------
--- StripMime Report -- processed MIME parts ---
text/html (html body -- converted)
---
--
This message was distributed through the Innovative Users Group INNOPAC list
Public replies: INNOPAC at innopacusers dot org
Update your subscription options: http://innopacusers.org/mailman/listinfo/innopac