Discussion Forum: General Discussion: Help Desk Discussion: Asset Logging vs. Employee Logging


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Asset Logging vs. Employee Logging

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Author	Subject: Asset Logging vs. Employee Logging

Nicole
Member

Jun 17, 2004, 3:39 PM

Asset Logging vs. Employee Logging	Quote \| Reply

Just curious how everyone else in the world logs tickets. I work in a service industry (hospital) and we are finding it harder to keep track of everything and everyone!!

Mazhar
Member

Jun 23, 2004, 4:36 PM

Re: [Nicole] Asset Logging vs. Employee Logging	Quote \| Reply

When you think of a help desk there are two types of problems that can occur (consolidated). One would be something to do with a asset that a user owns such as a desktop, printer, Monitor etc and when they have problems with it they log a ticket against it (provided the database distinguishes what assets each user in the organization owns). The second option is when the user faces a problem that has nothing to do with the asset they own, this could be a Lab Access request, help from Human Resources etc and they log a ticket against it.

When reports are run you can see how many tickets were logged that contained a problem with a Asset or how many were logged and have nothing to do with the assets.

Hope this helps.

Nicole
Member

Jun 24, 2004, 8:04 AM

Re: [Nicole] Asset Logging vs. Employee Logging	Quote \| Reply

Yes, that does help!!

So when logging by asset, do you always have to have different "customers"? One being the asset, another being a person?

...it just seems to make sense....

Mazhar
Member

Jun 28, 2004, 11:55 AM

Re: [Nicole] Asset Logging vs. Employee Logging	Quote \| Reply

Not necessary, what if the Asset is owned by a department rather than just by a individual? The software must be flexible enough to accommodate such differences as well.

By logging requests against assets you can geta lot of information such as what asset have been troubling your team the most, which vendor has been providing bad assets/services etc.

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