Lotus Notes Help Desk

Just enough to work trouble tickets when you don't need to keep track of multiple levels of categories and work request approvals.

A simple category selection as to whether it's just a problem to be fixed, or if it's a new work request or update keeps your priorities separated. 

- This project was started as an exercise in cleaning up all the unused elements of a decade old help desk app and updating it to look at home in the modern Notes interface. -

Features:

Categorize Problems and Requests

End User Online Awareness (SameTime integration)

Assign Tickets to other Technicians

Track Ticket Open Time

Keeps a history of ticket activity

Drag from email with simple modifications to the mail template

Mini 'Sidebar view' to allow quick review of currently open problem tickets

TICKET MENU

Save & Exit:  Should be self explanatory.

Action Update: For logging activity such as status updates and notes.  This is primarily for trouble tickets that may be handed off to a higher level help desk technician.

Send Email:  Send a note to the end user or another technician and include the contents of this trouble ticket.

Close Call:  Close the call and let everybody know how you fixed it.

Suspend:  Sometimes you just need to wait on something.   Specify why

helpdesk

lotus notes trouble ticket