<p>Issue Tracking Convener: Michelle Martinez Note Taker: Michelle Martinez</p><p>Participants System email Barney Gordon e.support [email protected] Janet Rice helpline [email protected] Vern Schuck unk [email protected] Jason Newsome heat [email protected] Mason Long OTRS [email protected] Susan Baur -- [email protected] Patrick Wachira Remedy [email protected] Larry Coolidge enterprisewizard.com [email protected] Sara Thursby LanDesk/Touchpaper [email protected] Michelle Martinez Remedy (old) [email protected]</p><p> Biggest problems seem to be project interference from competing priorities  CSU Fresno uses & likes HEAT  no standard, all seem to be different solutions  CSU Fresno, has a QA group to call at call resolution to ensure call complete  Difficulties in getting call completed & resolved before next call -> solution templates or workflow templates to speed process  CSU Fresno has weekly meetings & they pick one issue & workflow it out at the end they share that with group to standardize & make support consistent  should start a “Help Desk” knowledgebase on CATS  Help Desk conference in Northridge in about 3 weeks, Chris Olsen @ Northridge  it is really desired to have a single enterprise wide system even if there are multiple help desks  call templates help different people provide consistent answers  Landesk seems like a very integrated system for not only tracking support calls but being a tool to support users.  spell checking capabilities in tracking system is critical  MACRO EXPRESS --> good for help desk, set keyboard shortcuts to any words or paragraphs  walk-ins fill out form first before they get help at CSU Fresno</p><p>Notes:</p><p>Software: HEAT, Landesk, Adative Learning, OTRS, Footprints, Admin needed created detail screen 20 licenses tier 2 uses iHeat (online app) unlimited Landesk can manage with ent tech administration Macroexpress key combinations – add text Heat ?? monitor</p><p> hard to create ticket if Help desk busy ctl-n – new ticket</p><p>Auto task ie. new hire needs multiple assignments for one ticket - quick ticket template: 2 clicks, pick customer - global ticket – network down, add users who called. Parent/child tickets, can't close parent – notify all users before closed has work flow rights, based on acknowledgment of accomplishments or simultaneous ticket (assignments) for 1 ticket Agent buy-in 1 hour weekly meeting workflow and each ticket – put in Visio printout save as jpeg upload to wiki for helpdesk helpdesk meeting notes & jpegs once on wiki, students have to review week before starts work. puts issues up throughout the week whiteboard used to list topics Q's are added, can add response</p><p>HEAT to OTRS</p><p> need flow of communication - don't know contacts for staff - need student training - will share manual for newires in helpdesk - will share requirements list for detail screen - questions to ask - details – categories selected shows up - drive agent how to respond</p><p> help desk conference Northridge – in 3 weeks (2 days, 18th April) managers & staff gatehr & share ideas experts, vendors – new & small $200/attendee CSU wide - Chris Olsen Northridge</p><p>Landesk working implementing across campuses client & web page has buy in from college it depts approver: reviews content for knowledge base (needs spell checker) CSULA build in reports passing tickets – what troubleshooting has been done search first -- by customer knowledgebase built in – searches for info (articles) in keywords also pulls ticket which had similar issues</p>