Planning
Before you can set up your Vector HelpDesk system, you need to understand your business structure and have a clear idea of the process you want to implement. The following sections illustrate the sort of information required to set up a typical Vector HelpDesk installation.
Information Recording and Tracking
What
information do you want to record and track for each issue?
How
do you categorize issues?
Do
you want to provide different views of the issue data?
For example, do you want a summary view optimized for logging issues and categorizing problems, and a detailed view for recording things such as how the issue was resolved, and how long it took?
Do
you want to be able to link issues? Vector HelpDesk supports parent-child relationships
between issues.
Workflow
What
is your help desk process?
Can you represent the path of an issue through the process as a sequence of steps, or decisions, such as New, Assigned, Verified, Resolved?
Do
you want to enforce this workflow process?
Who
needs permission to make decisions? Who is responsible for carrying out each step in the process?
Do
you need e-mail notifications to enforce ownership and accountability? When issues are submitted or resolved,
who needs to be alerted?
Roles and Responsibilities
What
are the different roles and responsibilities of the people that use Vector HelpDesk? Can you identify
different groups of users?
Do
different groups have different requirements of the issue tracking system? Do you need to restrict access
to the system based on group membership?
For example, you probably want to restrict most users to the ability to submit and track issues. Support staff, on the other hand, require greater access to the system.
Do
you need to manage and coordinate work teams? Vector HelpDesk allows you to define work teams and the
assign issues to them rather than a specific individual.
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