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Jan 18 2006

Call Log and ITS Managers

So my project for my job, Call Log, is being presented to all of the Managers today for their feedback on how it looks and functions. As the Web Programmer and a Shift Leader at the ITS Help Desk, I have grown to realize the many conflicting issues that have made the job for the employees at ITS more difficult.

With this in mind, John, Joann and I have come up with new functionality and a redesign that we feel will allow a quicker and more sufficient working environment. The way the new system works with all of our other tools will allow for easier navigation, integrated support and most importantly “Preventative Support”, being able to see problems before they occur. (i.e. – Print Quota or Disk Quota over limit)

Completed

  • Call Log Redesign
  • Problem Details linked with the Knowledgebase
  • Ability to assign a call to a group instead of an individual
  • New look for assigned call details
  • Check your groups open calls
  • Re-assign to another group
  • Hardware Info for user – Listing all computers and details
  • Call History Integrated into Call Log
  • Automatically Generated Keywords
  • Main Page News using Help Desk Blog

In Progress

  • User Quota
  • Disk Quota
  • Department Quota
  • Main Page Open Calls
  • my.Plymouth Information about user
  • Adding Switch, Port and Jack information to Hardware Info
  • Call Log Wish List for Employees for what they want added

Future Goals

  • Email Channel Error – Fix in Tools Section
  • Restore Request
  • Oz Lookup User Information
  • NSYSMAN (with Manager or Shift Leader Authorization)
  • NFIXPROFILE
  • Customize Call Log to your needs
  • Employee Appointment Manager and Calendar System
  • User’s Media Loans

TIMELINE

January 30th, 2006 – Shift Leaders Start Testing Call Log Version 3.0

June 1st, 2006 – Full Testing Starts

August 1st, 2006 – Call Log 3.0 goes LIVE

Even though this is the current timeline, we will be developing this throughout the upcoming year. Our need for the new school year is the top priority and once everything for the upcoming year is developed, we will continue providing new functionality.

About the author

Timothy Haroutunian

Timothy Haroutunian is a ServiceNow Cloud Implementation Specialist at Acorio. ServiceNow is an IT Management solution that allows for a complete view of your IT and physical environment.

Permanent link to this article: http://www.armenianeagle.com/2006/01/18/call-log-and-its-managers/

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