Hello All,
I am grappling with the best way to allow users to submit requests for Tessitura data - acknowledging that the end product may be a custom report, a list/output set, a T-Stats report, a Dashboard, and the user with the request may be familiar with the full suite of tools or really know what will best suit their need.
Would anyone else be willing to share their intake process for requests such as this? Do you have a group of admins who review requests to make an initial recommendation? Do all requests get funneled to a single person (your DBA or someone in a system manager role?) Who ultimately fulfills the requests?
Thanks,
RhondaLeigh
We co-opted the IT ticket system for the Data Team. The CSO has a Data Team that is responsible for fulfilling just about all data request. Some users can do basic list and reports, but we do the majority of the data work for the org. Tickets are sent in via our intranet and then I (director) farm them out to the appropriate person on my team. The ticket process is simple. There are some basic fields the requestor fills out; name, due date, project name, and then the description of what they need. My team of three supports the entire org so we ask for a three business day turn around a request. We don't accept emails, phone calls or verbal request, we will ask you to submit a ticket. It's the best way to keep us on track and meet our deadlines.