• Status: Solved
  • Priority: Medium
  • Security: Public
  • Views: 2716
  • Last Modified:

Does anyone have a help desk decision tree they can share?

The environment is mainly Windows server, Dynamics GP, Sharepoint, Windows XP and Vista, Outlook and MS Office.  
Users are in USA, Canada, Asia and Africa.
0
Eckhardtk
Asked:
Eckhardtk
  • 2
  • 2
1 Solution
 
BrianIT ManagerCommented:
What do you mean by decision tree for a help desk?  Can you give me an example of what you're looking for?

Brian
0
 
EckhardtkAuthor Commented:
The one I have developed roughly so far would indicate:
1 is issue new or existing?  iow have others reported it as well?  If yes this routes the help desk technician (hdt)  to a specific set of procedures, if No then ask question 2:-
2 is the issue hardware or software?  Answer would lead hdt to a set of further questions for each?
3 If Hardware - is the issue with laptop, desktop, blackberry etc?  If Sofware - is the issue with GP, Office, email, etc?
4.  If Outlook then....
If Word then ....
If Excel then ....

Thats the sort of thing I am looking for.
0
 
BrianIT ManagerCommented:
Got it. This would be hard to get something that fits into your model since each orginization is a bit different from each other.  
0
 
EckhardtkAuthor Commented:
We have developed our own decision tree.
0
Question has a verified solution.

Are you are experiencing a similar issue? Get a personalized answer when you ask a related question.

Have a better answer? Share it in a comment.

Join & Write a Comment

Featured Post

Free Tool: Path Explorer

An intuitive utility to help find the CSS path to UI elements on a webpage. These paths are used frequently in a variety of front-end development and QA automation tasks.

One of a set of tools we're offering as a way of saying thank you for being a part of the community.

  • 2
  • 2
Tackle projects and never again get stuck behind a technical roadblock.
Join Now