Entertainment Track: Integrating Beer Pub Tracking Software
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Transcript of Entertainment Track: Integrating Beer Pub Tracking Software
Entertainment Track:Entertainment Track:
Integrating Beer PubIntegrating Beer PubTracking SoftwareTracking Software
Sue Hales, Bucknell UniversitySue Hales, Bucknell University
Rick Osterberg, Harvard Rick Osterberg, Harvard UniversityUniversity
Support Models Track:Support Models Track:
Problem Tracking Systems:Problem Tracking Systems:One Year LaterOne Year Later
Sue Hales, Bucknell UniversitySue Hales, Bucknell University
Rick Osterberg, Harvard Rick Osterberg, Harvard UniversityUniversity
Applause!Applause!Applause!Applause!Applause!Applause!Applause!
Roadmap & AgendaRoadmap & Agenda
What is a tracking system?What is a tracking system? What are the advantages?What are the advantages? Overview of different optionsOverview of different options What you need to think aboutWhat you need to think about Case study of two productsCase study of two products Future plansFuture plans What we learnedWhat we learned Discussion and questionsDiscussion and questions
What is a tracking system?What is a tracking system?
Log walk-ins, calls, e-mails, visitsLog walk-ins, calls, e-mails, visits Route problems to appropriate Route problems to appropriate
individualsindividuals Report on Help Desk statisticsReport on Help Desk statistics Doesn’t necessarily include Doesn’t necessarily include
knowledgebaseknowledgebase
Do you want tracking?Do you want tracking?
Do we have all the Do we have all the answers?answers?
Top 12 Reasons...Top 12 Reasons...
6. Prevent requests from falling through the 6. Prevent requests from falling through the crackscracks
7. Track performance (department/staff)7. Track performance (department/staff)
8. Escalate “stale” tickets to get attention 8. Escalate “stale” tickets to get attention
9. Keep an accurate history of users9. Keep an accurate history of users
10. Track the different beers your staff has 10. Track the different beers your staff has triedtried
11. Gather statistics to be proactive11. Gather statistics to be proactive
12. Improve internal communication12. Improve internal communication
Top 12 Reasons...Top 12 Reasons...
1. Because you didn’t already have enough 1. Because you didn’t already have enough projects to work onprojects to work on
2. Respond to “problem” users & parents2. Respond to “problem” users & parents
3. Reduce need for organizational 3. Reduce need for organizational knowledgeknowledge
4. Because you always dreamed of4. Because you always dreamed oflearning SQLlearning SQL
5. Increase ability for staff to cover each 5. Increase ability for staff to cover each other and hand-off ticketsother and hand-off tickets
Help Desk Software Help Desk Software OptionsOptions
Commercial PackagesCommercial Packages– Remedy, Heat, Clarify, Apriori, McAfeeRemedy, Heat, Clarify, Apriori, McAfee
Home-grown desktop database Home-grown desktop database appsapps– Filemaker, Access, FoxPro, 4DFilemaker, Access, FoxPro, 4D
More complex home-grown systemsMore complex home-grown systems– Web, SQL back end, Perl, C++, CGIWeb, SQL back end, Perl, C++, CGI
Pros & Cons:Pros & Cons:Commercial PackagesCommercial Packages
Big $$ - Anywhere from $10K - $100KBig $$ - Anywhere from $10K - $100K You get what you pay forYou get what you pay for Not necessarily tailored for your siteNot necessarily tailored for your site Often not cross-platformOften not cross-platform Requires lots of in-house maintenanceRequires lots of in-house maintenance Powerful! Lots of featuresPowerful! Lots of features If you don’t have developers but have If you don’t have developers but have
lots of money, may be good approachlots of money, may be good approach
Pros & Cons:Pros & Cons:Home-Grown Desktop Home-Grown Desktop
AppsApps
Design limitationsDesign limitations Speed issuesSpeed issues Cross-platform issuesCross-platform issues InexpensiveInexpensive Easy & quick development; modifiableEasy & quick development; modifiable Tailored specifically to your siteTailored specifically to your site Good prototyping toolGood prototyping tool No developers or money? Good approachNo developers or money? Good approach
Pros & Cons:Pros & Cons:More Complex Home-More Complex Home-
GrownGrown
Requires back-end databaseRequires back-end database Requires in-house development skillsRequires in-house development skills Long-term maintenance issuesLong-term maintenance issues Usually web based -- free clientsUsually web based -- free clients Tailored specifically to your siteTailored specifically to your site Possible integration with external dataPossible integration with external data No money? Have developer? May be a No money? Have developer? May be a
good approachgood approach
What you need to think What you need to think aboutabout
ResourcesResources FeaturesFeatures Workflow AnalysisWorkflow Analysis DesignDesign
These will drive your tool selection
ResourcesResources
What can you afford?What can you afford? Who will implement system?Who will implement system? What technical skill sets are What technical skill sets are
available?available? What external data can you use?What external data can you use? What back-end systems are What back-end systems are
available?available? What client systems are there?What client systems are there?
FeaturesFeatures Reporting and searching requirementsReporting and searching requirements Need web interface? E-mail interface?Need web interface? E-mail interface? E-mail notification to staff? To users?E-mail notification to staff? To users? Automatic escalations?Automatic escalations? Direct access to external data?Direct access to external data? Scheduling of support staff?Scheduling of support staff? Knowledgebase?Knowledgebase? End-user/client access to system?End-user/client access to system? Inventory management?Inventory management? Cross-platform requirements?Cross-platform requirements? Clearly-defined scope. Don’t do it all in v1.0!Clearly-defined scope. Don’t do it all in v1.0!
Workflow AnalysisWorkflow Analysis What is your support structure?What is your support structure? How/to whom are problems reported?How/to whom are problems reported? How are problems assigned to staff?How are problems assigned to staff?
– by platform? application? department?by platform? application? department?location? round-robin? hardware vs. software? location? round-robin? hardware vs. software? reporting method? combo?reporting method? combo?
What decisions should the computer make? What decisions should the computer make? Which should a human make?Which should a human make?– e.g., who gets the ticket? should I send e-mail?e.g., who gets the ticket? should I send e-mail?
is it an emergency?is it an emergency?
DesignDesign
Table designTable design Usability/robust user interfaceUsability/robust user interface Minimize data entryMinimize data entry Automate workflowAutomate workflow Avoid hard coding specificsAvoid hard coding specifics What reports do you want to get out?What reports do you want to get out? SecuritySecurity Anticipate the unanticipatedAnticipate the unanticipated K.I.S.S. principleK.I.S.S. principle
Don’t forget!!!Don’t forget!!!
User guide/trainingUser guide/training Debugging and usability testingDebugging and usability testing Volume and stress testingVolume and stress testing Programmer Programmer
documentation/commentsdocumentation/comments Communication with user baseCommunication with user base A computer cannot determine if a A computer cannot determine if a
user inputs a “helpful” descriptionuser inputs a “helpful” description
Case Study:Case Study:Grand Central StationGrand Central Station
Bucknell UniversityBucknell University
liberal arts & liberal arts & engineeringengineering
located in Lewisburg, PAlocated in Lewisburg, PA 3400 undergraduates3400 undergraduates 200 graduate students200 graduate students 260 full-time faculty260 full-time faculty 900 administrative staff900 administrative staff 42 computer center 42 computer center
employeesemployees
Bucknell’s Computer & Bucknell’s Computer & Communication Services Communication Services
M icrocom puter R epair
N etw ork Hardw are
Telecom m unications
Technical O perations8 FT staff
N etw ork M anagem ent
N T Adm inistration
U N I X Adm inistration
Lab M aintenance & Support
I nstructional Technology
Adm inistrative System s
M ainfram e O perations
System s I ntegration16 FT staff
Help Desk
Liaisons (Adm in/ Fac Support)
R esN et Support
Adm in System s Support
U ser Education
C lient Services12 FT staff
Director, CCS
Where do problems go?Where do problems go?
computer problem?
hardware or software?
Yes, if Apple or IBM; otherwise, No.
Through Software Service Clinic.
support or repair?
Help Desk only (ResNet students also have RCCs).
Personal equipment
hardware
software
support
Through Software Service Clinic.
repair
hardware or software?
Yes (with a few exceptions); through
Liaison.
support or repair?
Yes, if the software is on supported list; through Liaison.
hardware
software
support
Yes, if the software is on supported list; through Liaison.
repair
Bucknel l-owned equipment
GCS ArchitectureGCS Architecture
FileMaker Pro 4.0 clients (x-FileMaker Pro 4.0 clients (x-platform)platform)
FileMaker Pro 3.0 server (on Mac)FileMaker Pro 3.0 server (on Mac) 85 users (not concurrent)85 users (not concurrent)
GCS FilesGCS Files
TicketsTickets Clients (~6000 records)Clients (~6000 records) Departments (~65 records)Departments (~65 records) Staff (~125 records)Staff (~125 records) Dorms (~15 records)Dorms (~15 records) RCC Dorm AssignmentsRCC Dorm Assignments Supported SoftwareSupported Software PopUpsPopUps HolidaysHolidays
Grand Central StationGrand Central StationDemoDemo
GCS: Future PlansGCS: Future Plans
Web accessWeb access User submission of ticketsUser submission of tickets Live links to administrative dataLive links to administrative data Hardware work ordersHardware work orders Auto-escalation of ticketsAuto-escalation of tickets Action items for ticketsAction items for tickets … … many others ...many others ...
Free (with restrictions)Free (with restrictions)
Free only to higher-ed institutionsFree only to higher-ed institutions Cannot distribute it to other sitesCannot distribute it to other sites Can freely modify (except for Can freely modify (except for
splash screen)splash screen) Can’t provide supportCan’t provide support
– GCS-L for mutual assistanceGCS-L for mutual assistance
Case Study: HoundCase Study: Hound
Harvard StructureHarvard Structure
H arvardC o lleg e
R ad c liffeC o lleg e
G rad . S ch oo l o fA rts & S c ien ces
F acu lty o f A rtsan d S c ien ces
L aw S ch oo l M ed ica l S ch oo l O th er G radS ch oo ls
H arvard U niv ers ity
Harvard’s StudentHarvard’s StudentSupport EnvironmentSupport Environment
Support of students onlySupport of students only Network and non-network supportNetwork and non-network support 60-70 student/casual employees60-70 student/casual employees
– 45-50 students do residential support 45-50 students do residential support – 4 students: Advanced Support Team4 students: Advanced Support Team
5 FTE in student support5 FTE in student support ~25 FTE technical staff~25 FTE technical staff 6500+2000 residential students (98%)6500+2000 residential students (98%) 20 geographical student support groups20 geographical student support groups
Harvard Support ModelHarvard Support Model
Sources of helpSources of help– Help DeskHelp Desk– Help Phone Line (central)Help Phone Line (central)– help@fas e-mailhelp@fas e-mail– Residential UA (visit/phone/e-mail)Residential UA (visit/phone/e-mail)
Residential UAs primary source of helpResidential UAs primary source of help Escalate to Advanced Support TeamEscalate to Advanced Support Team Escalate to technical groupsEscalate to technical groups
Project HoundProject HoundArchitectureArchitecture
Web/CGI/HTML interface (Stronghold)Web/CGI/HTML interface (Stronghold)– provides good cross-platform supportprovides good cross-platform support
SQL back-end (mSQL now, Oracle SQL back-end (mSQL now, Oracle soon)soon)
Perl (object-oriented)Perl (object-oriented)– good web/CGI interface, string handlinggood web/CGI interface, string handling– DBI database package: portabilityDBI database package: portability– well-known for future maintenancewell-known for future maintenance
Hound tablesHound tables
PeoplePeople TicketsTickets Actionlines (Tech Events)Actionlines (Tech Events) AppointmentsAppointments UserdumpUserdump 24 other auxiliary tables24 other auxiliary tables
– join tables, lookup tables, etc.join tables, lookup tables, etc.
Some Hound statsSome Hound stats
Two students, 8 weeks to writeTwo students, 8 weeks to write 2300 tickets, 11,000 action lines2300 tickets, 11,000 action lines 1600 people, 3400 appointments1600 people, 3400 appointments Code base: 23,000 linesCode base: 23,000 lines
– 4300 blank lines4300 blank lines– 2200 comment-only lines2200 comment-only lines– 4400 code lines with comments4400 code lines with comments– 12,100 uncommented lines12,100 uncommented lines– 639,000 characters of code639,000 characters of code
Hound DemoHound Demo
Hound: Future PlansHound: Future Plans
Port to Oracle!Port to Oracle! Public distributionPublic distribution Users interacting directly with Users interacting directly with
systemsystem Better live admin dataBetter live admin data More automationMore automation Auto-escalationAuto-escalation
What did we learn?What did we learn?
Need to look closely at Need to look closely at youryour workflow workflow Solutions entered will Solutions entered will notnot be be
knowledgebase-qualityknowledgebase-quality Database performance is criticalDatabase performance is critical Staff is resistant to changeStaff is resistant to change User interface/ease of use critical!User interface/ease of use critical! Don’t try to everything the first timeDon’t try to everything the first time Your school is differentYour school is different
ResourcesResources
Help Desk InstituteHelp Desk Institute– www.helpdeskinst.com/bg/sections/sec4.htmwww.helpdeskinst.com/bg/sections/sec4.htm
Support Services ConferenceSupport Services Conference– www.sbforums.com/sscewww.sbforums.com/ssce
Service NewsService News– www.servicenews.comwww.servicenews.com
Help Desk List (hdesk-l) web siteHelp Desk List (hdesk-l) web site– www.duke.edu/~pverghis/hdeskfaq.htmwww.duke.edu/~pverghis/hdeskfaq.htm
Help Desk List (hdesk-l) ArchivesHelp Desk List (hdesk-l) Archives– wvnvm.wvnet.edu/htbin/listarch.wvnvm.wvnet.edu/htbin/listarch.
viorexx?hdesk-l&listserv.202viorexx?hdesk-l&listserv.202
With apologies to Monty With apologies to Monty Python...Python...
I’m an RCC, and I’m okay;
I surf all night, and I sleep all day;
I wear cool T’s, I get free lunch;
I go to the laboratory;
On Wednesdays I fix printers, and have troubled disks to fix;
I wear cool T’s, I ping and pop;
I don’t like to take showers;
I always take my cell phone, and hang around in dorms;
I wear cool T’s, the job’s a breeze;
I get a beeper, too;
I want to be a hacker, just like my dear Papa.
Discussion and QuestionsDiscussion and Questions
Remember: BOF at 4:00
Sue Hales - Bucknell UniversityRick Osterberg - Harvard University