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UserVoice and FreshDesk - Susan and Liisa taking in-depth look at these incident tracking/user service tools.
Callisto proposal - Jesse will complete after 8/12.
For current incidents: Cornell troubleshooters should reply to 2cultroubleshooting@libraries.cul.columbia.edu. Or, should we forward some interesting incidents.
Questions to ponder:
- What information should we attempt to gather from or about users or their computing arrangement? - Columbia form supplies quit e a lot. Cornell e-mail process not so much.
- Can we increase amount in Cornell's while allowing for non-affiliated to report and reference staff to report?
- Are there tools to build or purchase that will facilitate any of this information gathering?
- How much time does it take to retrieve the relevant data when it is not present? i.e. How often does Cornell staff need to look up a user's permits and how long does that take?