fighting the lack of good ideas
If you were going to create a support ticketing system from scratch – what would you put in it? My initial list of needs (some of which derive from my book, Debugging and Supporting Software Systems, and other from my experiences in ticket smashes): “long” title support (HP truncates at 80 characters – give me at…
continue “what should an “ideal” support ticketing system provide?” »
In my eBook, Debugging and Supporting Software Systems, I wrote about several aspects of submitting good bug reports and support ticket, how to communicate, and more. If you’re ever troubleshooting a problem, it is universally helpful to enable the most verbose output possible in logging (stdout, stderr, and log files). You may not want it…
Slashdot has a post on gamification in the workplace today. One of the myriad replies was from a poster, gomoX, who was pushing his company’s gamified tech support tool (invgate.com/en/service-desk/gamification). I’m all for product placement and pushing when it’s relevant (and here it most certainly was), but I don’t like the general concepts in that…