Use facilities tracker for technical issues

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jwizardc
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Use facilities tracker for technical issues

Postby jwizardc » Mon Jan 28, 2013 4:19 pm

Hi!

I am the Tech Geek for the Seattle Stake. I am attempting to improve communications between my 'customers' and myself.

I believe that the ap for reporting Facilities issues could be used for technical issues.

The software is practically perfect right out of the box.

I might wish to add some input fields, such as steps to reproduce, is the problem time-specific (e.g. it only happens at 12:30 on church days when 300 people are trying to log onto the wireless), and what software is involved.

I don't know if this program automatically emails the ticket originator when the ticket is closed. I think this would be good. Or perhaps the Techie is required to email the originator before the ticket can be closed.

The facilities reporting system offers several advantages; most importantly security. Only authorized Members have access. It is already written (except for perhaps a few tweaks) and works.

Actually, we could begin using the system as-is to see how well it works out. Authorization should be extended to Stake and Ward clerks for maximum usefulness.

Thank you for your time and service.

-jimc

davesudweeks
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Re: Use facilities tracker for technical issues

Postby davesudweeks » Tue Jan 29, 2013 11:29 am

Ward clerks already have access (at least I did when I was ward clerk). I suspect stake clerks do as well. I don't know if technology specialists have access (which would block many of those who would be key to resolving the issue if they don't have access).

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johnshaw
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Re: Use facilities tracker for technical issues

Postby johnshaw » Tue Jan 29, 2013 3:21 pm

The facilities issues reporting tool is really a front-end for the back-end FMAT ticketing system. It has been a year in rolling out at this point and is still not labeled as production. I seriously doubt the church wants to start customizing it for your specific purposes.
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Biggles
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Re: Use facilities tracker for technical issues

Postby Biggles » Wed Jan 30, 2013 4:53 am

davesudweeks wrote:Ward clerks already have access (at least I did when I was ward clerk). I suspect stake clerks do as well. I don't know if technology specialists have access (which would block many of those who would be key to resolving the issue if they don't have access).

I'm both a Ward Clerk and STS, when I log in, I have a choice of which calling to use.

I suspect that if I was just a Ward Clerk, I would only be able to enter and see reports for my own Ward. As it is whichever calling I use, I can see reports for the whole Stake!

drepouille
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Re: Use facilities tracker for technical issues

Postby drepouille » Wed Jan 30, 2013 6:40 am

People with Internet problems don't want to use a web site to report their issues. Heck, most of them don't want to use e-mail or telephone to report them. They just wait until they see me, and then tell me the have been having problems for the past month or two.
Dana Repouille, Plattsmouth, Nebraska

russellhltn
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Re: Use facilities tracker for technical issues

Postby russellhltn » Wed Jan 30, 2013 12:23 pm

drepouille wrote:They just wait until they see me, and then tell me the have been having problems for the past month or two.


When they do that to me, I tell them the clock starts now. I'm not going into panic mode just because they couldn't be bothered to tell me before.
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