| Excerpt |
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As of 812/296/16, this is the support work flow for both break/fix AND for feature/change requests. |
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Stockroom staff =>
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Chemistry IT
- Optional: Connect with your supervisor, David Neish.
- Via email <ChemIT> or web form:
David Neish => ChemIT (optional)
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Chemistry IT => Fix it. Or, bring in Brightworks, if necessary
Chemistry IT staff will discern if an issue is something we can do something about (since we run the servers, can reboot Quickbooks, have solve simple problems in the past, etc.)
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. Or is something that
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we must instead seek Brightwork’s expertise.
David Neish => Brightworks
David Neish to request from Brightworks either If Chemistry IT cannot fix the problem, we will put in a request to Brightworks either for a fix (if about 1-2 hours of billable time) or an estimate (if expected to be more than 2 hours billable time).
- Dave Neish Chemistry IT will contact Brightworks at <help@brightworks.cc>.
- This will create a ticket request with Brightworks.
- Ensure Chemistry IT David Neish is informed, if not already directly involved.
- Also we or David are to inform MichaelL if expectation is a spend of greater than $500 to address the issue.
- If urgent and presumed necessary, request action taken immediately.
- If the service is expected to be more than 2 hours of Brightwork's billable time, request an estimate gets compiled in parallel to the initial 1-2 hours of billable work (since urgent!).
- See also:
- Current issues being dealt with, through Brightworks
Historical notes
| Dates | Notes |
|---|---|
| 8/29/16 until 12/6/2016 | Dave had been the point-person to Brightworks. The two requested issues initiated unfortunately remained unresolved for the duration of this time (~3 months). |