<html>
<head>
<meta http-equiv="Content-Type" content="text/html; charset=Windows-1252">
<meta name="Generator" content="Microsoft Exchange Server">
<!-- converted from text --><style><!-- .EmailQuote { margin-left: 1pt; padding-left: 4pt; border-left: #800000 2px solid; } --></style>
</head>
<body>
<style>
<!--
@font-face
{font-family:"Cambria Math"}
@font-face
{font-family:Calibri}
p.x_MsoNormal, li.x_MsoNormal, div.x_MsoNormal
{margin:0cm;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri",sans-serif}
.x_MsoChpDefault
{}
@page WordSection1
{margin:72.0pt 72.0pt 72.0pt 72.0pt}
div.x_WordSection1
{}
-->
</style>
<div lang="EN-GB" link="blue" vlink="#954F72">
<div class="x_WordSection1">
<p class="x_MsoNormal">Hi Martin,</p>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Thanks that helps I think were going to have to get stricter with people that do support whether it’s support engineers or consultants.</p>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Think we need to get the policies in place and approved from management before the support desk grows with any more regular engineers.</p>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Thanks</p>
<p class="x_MsoNormal">TJ</p>
<p class="x_MsoNormal"> </p>
</div>
<hr tabindex="-1" style="display:inline-block; width:98%">
<div id="x_divRplyFwdMsg" dir="ltr"><font face="Calibri, sans-serif" color="#000000" style="font-size:11pt"><b>From:</b> Nottingham <nottingham-bounces@mailman.lug.org.uk> on behalf of Martin via Nottingham <nottingham@mailman.lug.org.uk><br>
<b>Sent:</b> Wednesday, September 18, 2019 6:03:05 PM<br>
<b>To:</b> nottingham@mailman.lug.org.uk <nottingham@mailman.lug.org.uk><br>
<b>Cc:</b> Martin <martin@ml1.co.uk><br>
<b>Subject:</b> Re: [Nottingham] (Help/Call - ) Support documentation Policies</font>
<div> </div>
</div>
</div>
<font size="2"><span style="font-size:11pt;">
<div class="PlainText">TJ,<br>
<br>
Sorry for a slow response. Surprised noone else hasn't already replied.<br>
<br>
<br>
For a 'helpline' or any sort of real-time support:<br>
<br>
My experience has been that trying to keep 'end-of-day' notes is too<br>
unreliable to be relied upon... "Things happen"(tm) and you can all too<br>
easily lose the write-up time...<br>
<br>
More commonly done and far better is to use a 'job tracker' utility or<br>
even a bugtracker to formally log a support call/task and to log the<br>
problem/reasons through to the progress and completion/outcome.<br>
<br>
Failing that, just keep a text file log for each call with a strict<br>
convention for the notes.<br>
<br>
A very good idea is to keep everything simple! (And robust.)<br>
<br>
It is essential to make the policy that the notes are made at the time,<br>
in real time, and that another support call is not taken until the<br>
existing support call notes have been completed and saved/submitted.<br>
<br>
Essentially, ensure there is an 'audit trail' with log entry times<br>
logging what has happened.<br>
<br>
Any other method usually involves head scratching, duplication,<br>
frustration, and never going home on time!<br>
<br>
<br>
Another note is that as soon as there is more than one person involved,<br>
you really do need to formalise and log all that you do for the support...<br>
<br>
<br>
Hope that is of help,<br>
<br>
Good luck,<br>
Martin<br>
<br>
<br>
<br>
On 11/09/2019 18:52, T.J long thing via Nottingham wrote:<br>
> Hi Guys,<br>
> <br>
> <br>
> <br>
> It’s been a while but I’m wondering if anyone had thoughts on policies<br>
> involving time allowances for support teams to update notes in support<br>
> cases.<br>
> <br>
> <br>
> <br>
> To set the scene the company I work for is tiny (5 people in the office<br>
> about the same out in the world somewhere) so other than holiday’s I not<br>
> only ran the support desk I pretty much was the support desk. I’m pretty<br>
> forgetful so most day’s the last thing I did was update my notes in our<br>
> support portal so I knew where I got to the next day. Recently our<br>
> customer base grew significantly so our directors hired another support<br>
> person. He’s not so forgetful so doesn’t tend to write things down which<br>
> worked until he starts going off sick. Suddenly I’m looking into cases I<br>
> have no idea if they’re done, part done or not even touched. Because of<br>
> this I was thinking of putting forward a policy of the last 30 mins of<br>
> everyday are for updating notes only (we already work 30 mins after the<br>
> lines are supposed to close anyway). Having not managed more than me I’m<br>
> not sure how common this is? Does anyone out there no of any other way’s<br>
> companies try to make sure notes and documentation are done?<br>
> <br>
> <br>
> <br>
> Thanks<br>
> <br>
> TJ<br>
<br>
<br>
<br>
-- <br>
Nottingham mailing list<br>
Nottingham@mailman.lug.org.uk<br>
<a href="https://mailman.lug.org.uk/mailman/listinfo/nottingham">https://mailman.lug.org.uk/mailman/listinfo/nottingham</a></div>
</span></font>
</body>
</html>