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 currently have no official system in place and it is HORRIBLE. Requests can come in from email (preferred) or a phone conversation or from a meeting or even second (or third) hand from someone else that doesn't know all of the details. Sometimes the wrong people are involved and sometimes the right people are completely left out until the last minute. It really is a headache.
My IT manager wants to install a new ticket support sometime soon-ish and I've already told her I'd like to piggyback on it. Our dream is that all IT related requests will come in via a ticket that we can all see (there are 3 of us in the IT operations dept; each with very different duties). At that point the appropriate person will take on the ticket and get the request done. I'd like to see all requests come in with a priority level and a requested deadline (although we will make it clear that not all requests can be high priority due tomorrow ). I would also love to see some basic reports come from this system. How many outstanding requests? How many historical at each priority level? How many from each staff member? How long does an average ticket take to complete? Though, that is all moreso for my own curiosity than anything else!
Hello!
I too had the same issue. I'm the sole sys admin for all (Marketing, Box Office, Development, etc) and the box office manager for a venue that does a tad over 365 performances a year and so grateful to be in a consortium!
After being literall buried in requests I created a help portal using the free version of Spiceworks. It's a great to test the waters. I process on average 323 requests every 45 days.
Requests include: List pulls, extractions, promo codes, comp, house and special seating requests, etc. Just about anything you can think of, I've set up in the portal and aside from a few hiccups here and there, it's been a life saver!
The reporting is not as robust as I'd like, but it's also the free version so I can't complain. We will soon be moving to a server side solution in time for our new season.
Michelle Wiesel
Wallis Annenberg Center for the Performing Arts
We have SpiceWorks as our Help Desk system, but ultimately people just email me with what they want/need and then I meet with them to discuss it and decide on the best way to get them the data they need.
If it does turn out to be a report that they will need to run regularly, I ask them to fill out a Report Request Sheet, which makes them think about which Parameters etc. they want to run the report on and I also ask for them to put some of the data into Excel with Headers, so I can see what they expect the output to look like.
I do know that lots of venues are using Atlassian tools for their Help Desk System, code repository etc. to help co-ordinate requests, so that may be something to look at.
Caryl
SpiceWorks or Liberum. Both work well.
https://www.spiceworks.com/it-articles/online-help-desk/
http://liberum.org/