Middlebury

Difference between revisions of "HEAT"

m (HEAT usage moved to HEAT: Simpler.)
(Keep in mind)
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==Keep in mind==
 
==Keep in mind==
 
* Can the customer reach their e-mail? If there's any chance that they can't, follow-ups or responses by journal e-mails probably isn't the best way to contact them.
 
* Can the customer reach their e-mail? If there's any chance that they can't, follow-ups or responses by journal e-mails probably isn't the best way to contact them.
 +
* When closing a ticket, please ''describe the solution'' in the "Solution" field. "Problem fixed" is usually not descriptive enough to give readers an idea of how the issue was resolved.
  
 
==News==
 
==News==
 
* Are we really planning on updating HEAT to the next version? --[[User:Chunt|Hunt, Christopher]] 18:29, 10 July 2008 (EDT)
 
* Are we really planning on updating HEAT to the next version? --[[User:Chunt|Hunt, Christopher]] 18:29, 10 July 2008 (EDT)

Revision as of 10:14, 11 July 2008

Information to include in ticket

  • Identifying information.
    • For client, do we have a phone number? Ask if they will be checking their e-mail. Make sure we have a failsafe way (or two) of communicating with them.
    • For computer - MIDD number, service tag if present. (On a Mac: go to System Preferences -> About This Mac.)
  • Status updates. Where is the computer? Did we check it in? Does the customer have it? If it's a lab computer, where is it located? Again - identifying information.

Keep in mind

  • Can the customer reach their e-mail? If there's any chance that they can't, follow-ups or responses by journal e-mails probably isn't the best way to contact them.
  • When closing a ticket, please describe the solution in the "Solution" field. "Problem fixed" is usually not descriptive enough to give readers an idea of how the issue was resolved.

News

  • Are we really planning on updating HEAT to the next version? --Hunt, Christopher 18:29, 10 July 2008 (EDT)