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
I’m enjoying hearing about all the solutions others are using!
As the master licensee of the consortium, we provide support for seven organizations, including help with lists, extractions, and reporting as well as the complete gamut of Tessitura and RAMP questions and issues.
We started out using Spiceworks a couple of years ago, but moved to FreshDesk last month and have been really happy with it so far.
The key, whatever tool you’re using, is to have a standard set of information that you’re requesting – whatever it is that you need in order to fulfill the user’s request without a lot of back-and-forth. Some of the help desk solutions will allow you to customize the request forms based on the request type, too.
I’m off to check out SmartSheet!
Best,
Stacey
From: RhondaLeigh Dauphinais <bounce-rhondaleighdauphinais8247@tessituranetwork.com> Sent: 4/18/2017 12:22:38 PM 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 You 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.
From: RhondaLeigh Dauphinais <bounce-rhondaleighdauphinais8247@tessituranetwork.com> Sent: 4/18/2017 12:22:38 PM
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Thanks everyone.
It sounds like we may be on the right track here, then. We have started developing a report request form and we have been using Trello to track a variety of requests/projects that our admin team is working on.
The biggest struggle for us here right now is that our admin team is made up of staff from all of our major stakeholder areas - Ticketing, Membership, Development, DB Marketing, and IT - and everyone has some capability to fulfill a request depending on how complex or technical it is.
So the question we are struggling with is who should that initial request be sent to for initial review? It sounds like many of you have a single point person, or a small group, who reviews and either fulfills or delegates the work back out - so that just might be the direction we need to go in too.
Does anyone have a process by which the type of data being requested determines to whom the request is submitted? For instance, if you are in Development and looking for Dev data, send your request to the Dev admin. From there, the Dev admin will do an initial review and escalate to the whole group when additional resources or more complex needs exist (custom output element, custom report outside of Dev admin's capability, etc.)
This has been a really interesting thread. I have contemplated doing something like Freshdesk as a way of managing requess, but given that I'm the only Tessitura person, I'm not sure if that's overdoing it.
I think the problem - regardless of the technological solution - is how you make people appreciate that there is a queue of things to be done and how do you stop queue-jumping?
The biggest problem I find is that you can never attack things sequentially. There is always something that comes along that must be delivered this week because it's due for an important management meeting, etc. Finishing things is tough!
I'm actually recently back in the office after a year away and there's been some shakeup while I was gone. So this may no longer be how things really work here.
But before I left, we had a Power User team comprised of one person per department. These users were given a little extra training and they were expected to be the first point of contact for their department for any kind of request (ex. pulling a list/extraction, finding an appropriate report, etc). The power users do not have administrative access or the ability to access system tables, the database, or the servers. If the power user was not able to help then they would contact me for elevated assistance.
Once we have a more formal Help Desk system in place I think we would still encourage people to contact their Power user directly (probably via email - depends on the system we get) for their more minor requests when possible (just to keep the backlog down for super simple things). Anything more than a very minor request would be submitted through the Help Desk for our 3 IT members to review and either take on or delegate where appropriate.
That's how I envision the submission process anyway and how I would answer your question of "who should that initial request be sent to for initial review". We may change our minds when the system is actually put in place.
Matthew,
Having a system to track request is never overdoing it. When I was a one person show, I had paper forms people had to fill out before I would start work for them. You have to establish a way to work that makes you efficient and effective, people should realize that and respect it.
For us it's just reminding them to put in a ticket when they forget. We explain it that it's for their benefit, not ours. With a ticket we can provide them with the best service because we can track their request in one place.
Trying to get people to think ahead is a little is harder. We ask for three day turn around, knowing that isn't always going to be the case. If we have someone who continually puts in last minutes tickets (that aren't emergencies) I remind them that to get the best possible work we need time to pull stuff together. I also remind them that other people are in line berfore, also with deadlines, who put in tickets in a timely manner so they get their stuff first. We are a team of three servicing around 35 people, they don't realized that we get 15 tickets a day, they only care about their ticket so I try to frame it as "We want the best for you."
Melissa