Call Logging

[garibaldi]

When staff at your school report a problem whether it be a printer not working or wanting new software installed to their room has exploded, do you use a system where you log the call in a database and track call progress, or do you just write it on a post it?

[standunstan]

we get staff to try and write their issues down on a log sheet, but being a small school a lot of the time they stop you in the corridor/staffroom and tell you about a problem.

 

at the end of every academic year we then compile a fault analysis for our line manager, detailing hardware/software errors, fixes, downtime etc

[peterduckmanton]

Try this:-

http://www.edugeek.net/index.php?name=Forums&file=viewtopic&t=439&highlight=liberum

 

We use the Liberum software, it's nice and easy to install and works quite well.

[CyberNerd]

also discussed here:

http://www.edugeek.net/index.php?name=Forums&file=viewtopic&p=19361#19361

[plexer]

I'm running Request Tracker from http://www.bestpractical.com/rt/

 

I have a support email address and anything emailed to that is downloaded by the server every 3 minutes and turned into a new ticket on the system.

 

All ICT fault report, requests, new users and cartridge requests go into it then I can assign jobs to my technician etc...

 

Running on windows 2k3 server.

 

Ben

[garibaldi]

thanks folks. Incredibly helpful for my first post.