|
Scoop as Helpdesk Management System
|
|
By ip4noman , Section Project []
Posted on Wed Dec 19, 2001 at 12:00:00 PM PST
|
 |
|
I just had a cool idea, that I thought I'd run by y'all (perhaps there should be a topic for "creative uses of Scoop"). I think that with a little imagination, Scoop would make a pretty decent help desk management system.
|
Most help desk systems I've used have several features:
- Accounts of different classes (users, technicians/engineers, admins)
- Trouble ticket objects, which move through different states (open, assigned, work in progress, closed: fixed, closed: unreproducable, vendor hold, etc), and which get assigned to different technicians, and may be annotated,
- Announcements of outages and planned downtimes to the user community.
- Ability to search knowledge base of prior tickets for answers to reoccuring problems.
Well, Scoop has all that! Here's how it might be implemented:
Topics would become queues for each technician. One topic would be "Open, unassigned" which all new tickets would go into, and one would be called "closed" which all tickets eventually get moved in to. Sections become ticket status: Open, assigned, work in progress, etc.
Each trouble ticket would be a story, with the Administrator/Editor able to refine the complaint from "shit's broke!" to something more meaningful to the technician or engineer. Technician or user could annotate the ticket as it moves through its different states as comments. Users could rate the technicians annotations with rating system "5=works good, 0=still broke".
Users and admins can both add their own account easily, and policy could require office phone, department, etc. in the bio section, and real email address listed.
Announcements could be made as an Admin Diary, or as a story in a special "announcmets" topic (which are the only things ever posted to the main page), or could be handled in a MOTD box, which would basically `cat /etc/motd` similar to the fortune box.
Man, Scoop really rocks! Thanks again to the developers for making such a fun and useful tool to play with, and especially for making it open source. I can tell I'm at the beginning of a long love affair with this thing...
|
|
|
Story Views
|
|
40 Scoop users have viewed this story.
|
|
