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

Posted on 2009-04-30
Last Modified: 2013-11-13
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.
Question by:Eckhardtk
    LVL 20

    Expert Comment

    What do you mean by decision tree for a help desk?  Can you give me an example of what you're looking for?


    Author Comment

    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.
    LVL 20

    Accepted Solution

    Got it. This would be hard to get something that fits into your model since each orginization is a bit different from each other.  

    Author Closing Comment

    We have developed our own decision tree.

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