HEAT from FrontRange Solutions,here. -----Original Message----- From: Matthew Carpenter [mailto:[EMAIL PROTECTED]] Sent: Wednesday, July 17, 2002 11:37 To: MS-Exchange Admin Issues Subject: Re: IT staff behavior
We currently use Trackit, which sucks. We are in the "Kick off" mode of implementing SalesLogix company wide, which should (allegedly) integrate every facet of the business. ----- Original Message ----- From: "Paul Green" <[EMAIL PROTECTED]> To: "MS-Exchange Admin Issues" <[EMAIL PROTECTED]> Sent: Wednesday, July 17, 2002 10:27 AM Subject: RE: IT staff behavior how is everyone running their trouble ticket program? is it a web based solution? I have created one in the past, but never really deployed it, and am thinking about re-creating one from the ground up. Is that how you all are doing your trouble tickets? Like I said in an earlier thread, we are a non-profit agency that isn't huge, but getting bigger every day, and a trouble ticket program would now start to come in handy. paul green seattle -----Original Message----- From: Schwartz, Jim [mailto:[EMAIL PROTECTED]] Posted At: Wednesday, July 17, 2002 7:28 AM Posted To: Exchange 2000 Server Conversation: IT staff behavior Subject: RE: IT staff behavior Mmmmmm... Not so much. Just about any large corporation would have a trouble ticket system. Besides this one persons issues, you've also seen what can happen when the problem is ignored. The loss of confidence in the messaging system by the rest of the department has a tremendous impact on the ROI for messaging. E-mail has become a utility in many organizations, just like the lights and phones, users expect it to be there ALL the time. The calendar function is also fast becoming a utility, and can save organizations significant hours in productivity. For example: A $35/hour manager could easily spend 60 minutes arranging a meeting for 10 people using the phone tag method. Using the Exchange calendar, this could be set up in 5 minutes or less. The saving 55 minutes or $32. While that may not seem like a lot of $$, multiply that times 20000 users and if they are as meeting happy as we are, that is a great deal of savings. Due to that companies lack of customer service to their internal clients, they are wasting money. That ALWAYS gets senior managers attention. -----Original Message----- From: Garland Mac Neill [mailto:[EMAIL PROTECTED]] Sent: Tuesday, July 16, 2002 5:19 PM To: MS-Exchange Admin Issues Subject: RE: IT staff behavior Sounds like a large Corp with lots of issues. -----Original Message----- From: Dillon, Jeff [mailto:[EMAIL PROTECTED]] Sent: Tuesday, July 16, 2002 2:59 PM To: MS-Exchange Admin Issues Subject: RE: IT staff behavior "...her boss who doesn't seem to care much" If HER pain isn't HIS, then tell her to go on with life (because the place is hopeless). When this problem causes his next meeting to collide with the Donkey Dung Recycling Demonstration in the same room, her problem will get fixed. -----Original Message----- From: Andrew J. Lund, MCSE [mailto:[EMAIL PROTECTED]] Sent: Tuesday, July 16, 2002 3:52 PM To: MS-Exchange Admin Issues Subject: OT: IT staff behavior This is a query on protocol. My girlfriend calls me and tells me that her Outlook has "lost" several personal calendar items. This caused a double-booking of conference rooms and much pain and suffering. She is on a Mac with Outlook and I would imagine the servers are Win2K/Exchange 2K but I'm not certain. At any rate, she tells the helpdesk people that she is missing items among other things. They come look at it, shrug their shoulders and say they'll be back later. They never return. In fact, she calls them and they "forgot" all about her problem. (Others have this problem as well.) I don't know about you but if someone tells me something is "missing" from an email DB, I get right on it to figure out the issue (which is usually larger than just a few things missing). I told her that this is NOT acceptable IT protocol. I would like to think that a smooth network is one where workstations and servers are humming, no one has problems with the equipment or software, backups are working, and security is tight. Am I wrong here? Am I overreacting when I tell her that she needs to bring down the hammer on these so-called network professionals?? She is in no position to do anything but complain to her boss who doesn't seem to care much... Your thoughts... ~~~~~~~~~~~~~~~~~~ Andrew J. Lund, MCSE Systems Manager IEA - San Francisco ~~~~~~~~~~~~~~~~~~ List Charter and FAQ at: http://www.sunbelt-software.com/exchange_list_charter.htm List Charter and FAQ at: http://www.sunbelt-software.com/exchange_list_charter.htm List Charter and FAQ at: http://www.sunbelt-software.com/exchange_list_charter.htm List Charter and FAQ at: http://www.sunbelt-software.com/exchange_list_charter.htm --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.377 / Virus Database: 211 - Release Date: 7/15/2002 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). 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