Hi thank you for replying. Below is the scenario requested. Just wondering we need the coding as well as the forms in visual basics 2005.
Case Study: Elemental Studies IT support helpdesk
The university Elemental Studies is in need of a helpdesk system. The university is comprised of 4 schools:
Proposed System -
The university needs a new call logging system. The agreement for the process is anticipated as follows: Callers will contact the helpdesk either by phone or email, if an email is received it is automatically copied to a call received folder on the central email server and then passed to the helpdesk team, if a caller phones direct they get through to a helpdesk member of staff, however the call is received it is processed the same way, one the call reaches the helpdesk staff. ALL calls must be allocated a log number (done automatically by the system and is a sequential number within the call files), this will be used to identify all the calls and link them to the caller and the call details. Helpdesk staff take basic information which is held in the call file, the data taken is the caller ID, a brief description of the problem, the location of the problem and any other pertinent information.
The helpdesk have had a problem with a number of prank calls, therefore when a caller first calls they are asked for their ID, this is then used to retrieve their actual name and position within the university (staff, student, admin etc) the caller is asked to confirm their name and role which, once validated against the retrieved data, allows the call to continue being logged. When a call is logged by the helpdesk is it then confirmed back to the caller via a confirmation email, a separate email is sent to the IT support section for the relevant department containing the details of the call and the call ID. Each IT support section internally allocates jobs to team members and then updates the call file to show who the job is allocated to and then adds a new call detail record (this links to the call file by the call ID). The support staff may or may not contact the caller direct for more information but any contact is recorded in the call detail file. All work carried out against a call is recorded in the call detail file and the time spent is also noted. Where solutions are thought to be useful, the solution is noted in a file for future referral within the support team, if a solution is found that the caller could implement themselves (i.e. a common fix such as ‘to email an exe file, rename file extension and re-attach to email telling recipient to re-name extension back to .exe') the file FAQ is updated, this file is accessible to most users and is accessed via the central website. Once a call is resolved t hen the call detail file is updated to indicate that the support staff feel the call is resolved, an email is sent to the caller informing them the call is to be closed and once a call is confirmed by the caller then the call file is updated to show the status of the call is closed. In rare cases the problem cannot be resolved and these cases are suspended and escalated to the supplier or external support contract, once escalated the call is no longer part of the system but flagged as out-sourced.
You have been asked to implement a specific aspect of the proposed system, the call logging and amendment element.
Call logging and amendment procedure -
When callers contact the call centre on the phone they are asked for their user name and taken through the validation process as described in the above scenario, once the caller has been verified they are asked if they want to log a new call or update/query an existing call.
If the caller is entering a new call they are asked for the details of the call and the call is logged on the system[1].
The helpdesk user enters the data direct but much of the data is populated from drop down menus, this is to prevent data entry error and also to allow standardisation of the data (such as call area, job type etc) standardisation of data is required as it make the reporting of calls at the managerial level easier and it is essential that this selection from drop down list is implemented.
The drops down lists need to be maintained in a separate section, this maintenance is required as the lists may change is a new department is added or if there is a new classification of problem etc.
The problem description and summary information is free text entry.
The call date is automatically populated with the current date and if the call is closed the closure data is also automatically populated.
When a call is retrieved, the caller will give the call id to the helpdesk user and this is used to retrieve the call details and then the caller may give the updated information to the helpdesk user who will update the call.
If the caller does not know their user name they are able to give their name and the helpdesk user has access to a lookup which will display the options for that name and validation will then allow the detail to be retrieved and verified.
I hope the information above will help and if you require any further information just email me at XXXXX@XXXXXX.XXX.
I hope to hear from you soon.
Many thanks!
Its for a university project. So do you think you could build a helpdesk with the forms and coding using visual basics?
So do you think you could send me the helpdesk system which you say you could build with email integration with the specific functions, so I can have a look at it?
Also will this question be sent to another expert automatically?
Thanks.