Path: utzoo!utgpu!news-server.csri.toronto.edu!cs.utexas.edu!uunet!convex!convex.convex.com!felps From: felps@convex.com (Robert Felps) Newsgroups: comp.databases Subject: Re: Techinal Support Software Message-ID: Date: 23 Oct 90 11:11:00 GMT References: <1990Oct23.021839.20788@qualcomm.com> Sender: news@convex.com Lines: 52 In <1990Oct23.021839.20788@qualcomm.com> jbg@qualcomm.com (Jeff Gehlhaar) writes: >The questions: is there software already out there tailor-made to help >such a group to better manage their calls, call history, problem resolutions >etc? Sorta! There are several packages, ASK SERVICE-MAN IBM (IT'S BIG AND RUNS ON BLUE, PERIOD, BUT IT IS THE BEST!) Several companies have written packages around RDBMS. Unfortunately I don't know the names of the packages or companies. > If not, is he better off writing his own in some 4GL, such as Progress > or some database? Depends on what functionality he wants. > Has anybody done something like this before? Yes. Home grown using ksh menus and /rdb running on a Convex. I know the Convex was for crunching numbers but we needed a database for call handling and the Convex was there for comm. software porting. > Any suggestions? Any known pitfalls? Don't try to solve all the problems. Make it simple and fast. Also make it modular. Have a system for each of the following, calls - on the phone questions problems - extended questions/calls that req. more time to solve bugs - problems which require hw/sw/doc changes A call is opened for every phone call recieved. A problem report is opened if the problem is not immediately solvable. The organization has to define immediate. A call may open a problem and/or bug. The tough part is keeping a usable database of questions/problems and answers/resolutions. I am currently looking into text retrieval systems for the exact problem. >Any help, advice and pointers would be appreciated. Mark may be reached via >voice phone at (619) 458-5466 during business hours. I may be reached >via email. Thanks in advance for any information. >Jeff Gehlhaar >Systems Programmer >Qualcomm Inc., San Diego >jbg@qualcomm.com, gehlhaar@nike.qualcomm.com