IT%20Briefing%20Agenda%202/19/04

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IT Briefing Agenda 2/19/04

• eMail alias update
• Alias subscription demo
• Meeting Maker purge
• eMail ticket process
• ESR demonstration
• NetCom QA

• Barbara Anderson
• Elizabeth Bell
• James Reed
• Karen Jenkins
• Andrew Kincaid
• Paul Petersen

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Electronic Support Request (ESR) Form

• End-user service to electronically request
  support
• Response time 24 hours / next business day
• Used for non-critical support requests
• Emergency requests should either call 7-7777 or
  local support provider
• Requests monitored during normal business hours
• M-F 800am 500pm

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Benefits of the Form

• Primary goal is to increase response time
• Cleans up and streamlines access into the
  application
• Eliminates SPAM (8 out of 10)
• Automates and places useful troubleshooting
  information into problem description
• IP Address, OS version, browser version, etc.
• Automates routing to other Tier 1 queues
• SPH, SOM, others?
• More accurate reporting
• SPAM tickets do not skew statistics

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Benefits continued

• Places subject in ticket to speed up
  troubleshooting
• Currently used as starting point for
  troubleshooting
• Can use to automate ticket routing (IP Request)
• Ensures necessary information is captured through
  LDAP authentication and ESD lookups (or user
  supplied information)
• eMail address, location, phone, etc.
• Restricts description field as required by Magic
• Places time stamp user submitted request
• Can use to identify delay in ticket creation

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eMail Process

• Procmail Filter
• Configures message for Magic
• Modifies subject to trigger SPH queue
• Removes SPAM

Support Magic Business Rules
ZMAIL
SPH
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ESR Process
Only tickets from the web form will enter the
application
ESR
Support Magic Business Rules
ESR
SOM Grady
SOM Emory
SPH
Tickets for the ESR queue will have subject
entered for future automated routing.
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Proposed Schedule

• SOM currently using/testing the form
• Additional features scheduled for 1.0
• Ability to add attachment
• OS browser version
• Other?
• March Release 1.0
• March April migration period
• Form and email both available
• Communication to users
• May 1, 2004 email support discontinued

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Suggestions?

• Release 2.0 June
• Additional automation (i.e. routing based on user
  supplied subject?)
• Additional information from ESD or other data
  source (i.e. dorm/room info.)
• New Tier 1 queues?
• System status? Mentioned previously, need to
  investigate
• Others??