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Getting the Most from your Request Tracking System

Getting the Most from your Request Tracking System. Cathy Cooper (ODAA), Robyn Landers (MFCF). Office of Development and Alumni Affairs. Central core office; Development and Alumni Officers in the faculties and colleges DOs/AOs organize solicitations and events

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Getting the Most from your Request Tracking System

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  1. Getting the Most from your Request Tracking System Cathy Cooper (ODAA), Robyn Landers (MFCF)

  2. Office of Development and Alumni Affairs • Central core office; Development and Alumni Officers in the faculties and colleges • DOs/AOs organize solicitations and events • Rely on BENEFACTOR data; 217K records about donors, alumni, staff/faculty; 47K corporations • ODAA-IT - 5 people; perform tasks that require specialized knowledge and/or authority WatITis | Enabling The 6th Decade Plan | December 6, 2006 |Getting the Most from your Request Tracking System

  3. ODAA Request System • Developed in-house • Running on a FreeBSD server; PostgreSQL database; Web interface; Perl scripts • In use since 1998; over 6300 requests • Promoted as official means of obtaining help WatITis | Enabling The 6th Decade Plan | December 6, 2006 |Getting the Most from your Request Tracking System

  4. Advantages of UsingRequest System • Consistent interface for user • Jobs tackled based on importance and urgency • Tasks assigned to most appropriate staff (workload, skills) • Efficient communication between requestor and support staff • Enables other staff to cover for absences • Central knowledgebase makes unit more efficient • Provides metrics to analyze work being done • Supports goals of 6th Decade Plan WatITis | Enabling The 6th Decade Plan | December 6, 2006 |Getting the Most from your Request Tracking System

  5. ODAA Request Assignments - 2006 WatITis | Enabling The 6th Decade Plan | December 6, 2006 |Getting the Most from your Request Tracking System

  6. Metrics • Can’t blindly compare number of requests • Instead look for trends (growth; problem areas; candidates for training) • Unassigned requests – typically enhancements • Urgent requests don’t typically get recorded • Complex requests don’t typically get recorded WatITis | Enabling The 6th Decade Plan | December 6, 2006 |Getting the Most from your Request Tracking System

  7. Improvements • Actively promote use of Request System • Develop custom forms for common/complicated requests (ex. data pulls, new user setup,broadcast email) • Use keywords to improve knowledgebase • Retroactively add requests that have “learning value” • Take advantage of search capabilities WatITis | Enabling The 6th Decade Plan | December 6, 2006 |Getting the Most from your Request Tracking System

  8. Department Queueson IST’s RT System • Piggyback on IST’s implementation • Queue created for your department (ex. D&CE) • Generic front end or create custom form • Request is submitted via email to RT queue • RT supports sophisticated queries and FAQ WatITis | Enabling The 6th Decade Plan | December 6, 2006 |Getting the Most from your Request Tracking System

  9. RT’s Query Builder WatITis | Enabling The 6th Decade Plan | December 6, 2006 |Getting the Most from your Request Tracking System

  10. Getting the Most from your Request Tracking System Cathy Cooper (ODAA), Robyn Landers (MFCF)

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