| Author |
Message |
![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 14/12/2009 08:42:25
|
RGarber
Elite SysAider
Joined: 13/08/2009
Messages: 104
Location: Baltimore, MD
Offline
|
I want to start up a discussion on any possible ideas that would make admin SR entry any faster. We have yet to fully incorporate SysAid into our organization due to the amount of time it takes for us to input them, especially as our organization is experiencing much growth. Idea's anyone?
One idea I have is for Ilient to spend a lot of time continuing to familiarize themselves with ajax technology. The more ajax we can get in there, the more options there are for speed, at least in my opinion.
|
The monkey cometh |
|
|
14/12/2009 10:11:19
|
Ori
SysAid Customer Relations
Joined: 17/04/2008
Messages: 298
Offline
|
Hey RGarber...
Since version 6.5, we have included Ajax compatibilities in some places in SysAid. Our prospective is to expand this on all SysAid modules. This functionality will be on our future releases.
Best Regards.
Ori Sharon.
|
|
|
14/12/2009 20:10:57
|
SysAid#1
SysAid Mod
Joined: 02/11/2008
Messages: 716
Offline
|
RGarber,
I suppose to only advise I could offer is;
Either use the Phone Call Page to capture the basics or Use the New SR with quicklist items. You can set up quicklist items which is only visible to the admins.
The quicklist option will cut down on the entry time.
My three cents worth!!!???
|
|
|
15/12/2009 08:28:31
|
RGarber
Elite SysAider
Joined: 13/08/2009
Messages: 104
Location: Baltimore, MD
Offline
|
We already use the phone call page, which we suitably renamed (in our translation file) "Quick Entry". The problem is that we're a very small IT operation for a company that has nearly 30 branch offices. We are constantly on the phone and we simply cant keep up with call volume. To add on to these details, there aren't many problems that occur often. Our phone calls' topics vary quite a bit, making it nearly impossible to plan them all out in efforts to create quicklist entries.
Advice? Let it be known that my boss wants to put as little work as possible on the end user.
Also, as a side note, I'd like to make clear that I do understand that Ilient is indeed attempting to dive into ajax technology. My comment was merely an "i'm looking forward to.." type of thing. The more ajax we get, the less popup windows we need to load to fill in an SR. For example, specifying the end user pops up a separate browser window for our selection. If we could have something similar to "google suggestions" where, as we type, sysaid can quickly figure out the name we're in the process of typing and allow us to simply select it and it would finish filling in the box and complete the end user "attachment" to the SR.
This message was edited 1 time. Last update was at 15/12/2009 10:02:02
|
The monkey cometh |
|
|
15/12/2009 17:18:05
|
SysAid#1
SysAid Mod
Joined: 02/11/2008
Messages: 716
Offline
|
RGarber,
You do indeed have a unique situation. Do you think the incoming email option will work??
Users send emails all day, so sending one about a problem should not bother them too much??
|
|
|
18/12/2009 06:50:07
|
BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
Offline
|
RGarber,
I have to say I agree with SysAid#1. Maybe the issue you need to address isn't how your team are entering in SysAid, but more the education of your users.
I had a similar issue when first implementing at my company, where I am a one-man IT department. I was finding call volumes and entering into SysAid wasn't working. The only solution was to re-educate the users to use SysAid themselves.
I now have a great system (after much time and effort :p ) whereby most tickets will come through either the EUP or via email, with only major faults (the computer won't start) coming via the phone. This does not add any time for the user, because rather than being on the phone they can spend that same time writing the emails or filling out the online form.
Would this be an option for you?
M
|
When the going gets tough, the tough get SysAid |
|
|
![[Up]](/Sysforums/templates/default/images/icon_up.gif){kind=icon}
![[WWW]](/Sysforums/templates/default/images/icon_www.gif){kind=icon}
![[Email]](/Sysforums/templates/default/images/icon_email.gif){kind=icon}
![[MSN]](/Sysforums/templates/default/images/icon_msnm.gif){kind=icon}
