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matt_calhoon
Posting Yak Master
235 Posts |
 Posted - 2005-06-14 : 22:26:46
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| Hi there,Just want to get some feedback on database design for a Help Desk Support application that requires each customer to have their own set of Support hours (i.e. Customer A = Mon to friday 9am til 5pm, Customer B = Tues to Saturday 7am til 7pm etc). When a customer logs a Support Request (i.e my printer wont print), The request must be actioned within a certain number of hours (Dependant on the support hours for each customer) after which time the request gets escalated.I must also have the ability to exclude Public Holidays from the Support hours. If anyone has done anything similar, I would appreciate your ideas!thanks - matt |
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ajthepoolman
Constraint Violating Yak Guru
384 Posts |
Posted - 2005-06-14 : 23:42:37
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| We use Track-It for bug reporting and inventory purposes. Sometimes it is best to buy the third party stuff and run with it.Aj |
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matt_calhoon
Posting Yak Master
235 Posts |
Posted - 2005-06-15 : 01:28:31
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| thanks - but this job is for a client. I might get in trouble if I recommend someone elses software :) |
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JimL
SQL Slinging Yak Ranger
1537 Posts |
Posted - 2005-06-15 : 07:56:10
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| I would use an hourly job with Datediff and a Case statement, for the Holidays you should have a master calendar table to join to for exclusion.JimUsers <> Logic |
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X002548
Not Just a Number
15586 Posts |
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matt_calhoon
Posting Yak Master
235 Posts |
Posted - 2005-06-15 : 19:58:43
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| I take it Chrysler don't provide great support??Anyway the requirements for the application are provided by the customer. Makes sense really in that some companies only provide support for a specific timeframe - other companies may provide 24 hours..just allowing for a flexible application. |
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Michael Valentine Jones
Yak DBA Kernel (pronounced Colonel)
7020 Posts |
Posted - 2005-06-15 : 22:16:46
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| Some people have been known to look at product demos and documentation, and "borrow" ideas.That would be evil, and I am not suggesting that you do that.Intuit Information Technology Solutions: Track-It! Demo Downloadhttp://www.itsolutions.intuit.com/landing.asphttp://www.uncoverthenet.com/google/keyword/help-desk-software/CODO ERGO SUM |
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Help desk application and Support Hours per Client