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
JAMIE O'BRIEN
ASSISTANT DIRECTOR OF DIGITAL SERVICESTHE NEW 42ND STREET229 W 42ND STREET, NEW YORK, NY 10036JOBRIEN@NEW42.ORG646.223.3063WWW.NEW42.ORG
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!From: RhondaLeigh Dauphinais <bounce-rhondaleighdauphinais8247@tessituranetwork.com>Sent: 4/18/2017 12:22:38 PMHello 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, RhondaLeighYou have received this message because you subscribed to email alerts of postings on the Tessitura Network Town Hall forum. You may modify your subscriptions on tessituranetwork.com.
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!
From: RhondaLeigh Dauphinais <bounce-rhondaleighdauphinais8247@tessituranetwork.com>Sent: 4/18/2017 12:22:38 PM
To tack on to the list of technology to check out, Google Sheets and Forms have been useful to us in the past, and I recently discovered Airtable, which is kind of like a relational google sheets.
We don't have too much of a problem with list request volume, but we did implement a process for all marketing lists that documents the desired list spec and result in our knowledgebase (Atlassian Confluence). We have a template to create a page for a list request, and then the requestor and Tessitura folks can bounce specs and #s back and forth, and then all the info is archived if we want to refer back to it in a following year.