?
Solved

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

Posted on 2009-04-30
4
Medium Priority
?
2,690 Views
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.
0
Comment
Question by:Eckhardtk
  • 2
  • 2
4 Comments
 
LVL 20

Expert Comment

by:mkbean
ID: 24272577
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
 

Author Comment

by:Eckhardtk
ID: 24272714
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
 
LVL 20

Accepted Solution

by:
mkbean earned 375 total points
ID: 24281764
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
 

Author Closing Comment

by:Eckhardtk
ID: 31576362
We have developed our own decision tree.
0

Featured Post

What is SQL Server and how does it work?

The purpose of this paper is to provide you background on SQL Server. It’s your self-study guide for learning fundamentals. It includes both the history of SQL and its technical basics. Concepts and definitions will form the solid foundation of your future DBA expertise.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Introducing Priority Question, our latest feature.
In this article, WatchGuard's Director of Security Strategy and Research Teri Radichel, takes a look at insider threats, the risk they can pose to your organization, and the best ways to defend against them.
Integration Management Part 2
Introduction to Processes
Suggested Courses

862 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question