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O
n C a
l l S u p p o r t
D u t y |
Standard
Operating Procedures
Export
Current Database to Support Table
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Convert the
database file to a html table
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Replace Support
html file with new table on server
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Verify the
Web Server displays current requests.
Log
Voice Mail (6268) Requests through support form
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Open 6268 voice
Mail and record all support requests
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Delete Each
request from voice mail after entry to support log
Import
Support Form into database
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Open the support
database
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Import the
support log file into the current database
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Verify Transfer
is complete and accurate
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Flag New Requests
Delete
Support log
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Copy support
log file to log.bak
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Delete support
log file
Contact
Customers With New Requests
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Call or email
Customers with New requests
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Verify Problem
and Description
Set
Priority and
Take Appropriate Action
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Set the Priority
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Solve if possible
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Close Initial
Contact
Work
on Personal Priority 3 Requests
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After all previous
activites during support are completed, begin working on assigned requests
on a priority basis.
Work
on Other Requests
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After completing
all personal assignments, begin working on assigned requests for any that
you are qualified to address.
Save
Database With All revisions
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Save the current
revisions to the database and close it out.
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