Path: utzoo!attcan!uunet!tut.cis.ohio-state.edu!ucbvax!bmads.ucl.ac.uk!RUMFORD From: RUMFORD@bmads.ucl.ac.uk (Ian Rumford) Newsgroups: comp.soft-sys.andrew Subject: User query management systems Message-ID: Date: 25 Sep 90 11:40:00 GMT Sender: daemon@ucbvax.BERKELEY.EDU Organization: The Internet Lines: 15 Can somebody in the Andrew organisation tell me how they manage user queries submitted to program advisory office(s)? I believe the messages are processed through bulletin boards. What I really want to know is how do the Andrew staff manage this internally? Are there any tools in use to semi-automate the process? For example how does adviser A know that adviser B is dealing with query Z from user M? Further, is there a way for advisers to refer queries on to technical specialists, etc? The bottom line is that I would like to lift completely a suitable Unix-based query management system that would be appropriate to my organisation. All information and advice gratefully received from Andrew and, indeed, anybody else out there. Many thanks in advance. Ian Rumford, Bloomsbury Computing Consortium, University College London, University of London, England.