Hugh E Cruickshank spake the following on 3/28/2007 2:24 PM: > From: Les Mikesell Sent: March 28, 2007 13:42 >> There's a method to this madness... If you first make them do the work >> because they are the only ones that know the appropriate contents for >> these files, then you will have their support when you point out how >> using a real trouble ticket system will make this work unnecessary. >> > > I hear you but it is more of an uphill battle then it sounds like. We > already have an in-house developed system that has been refined for > years for our own use. It is highly integrated with our application > software for sales, support, distribution and development purposes. > The only things it does not really do is staff scheduling (which is > not much of a concern) and email response/tracking/routing. > > I think I can prevail in proposing a new ticketing system but it will > be "tough sell". I will probably just start off with the email aspects > and then try and expand it after that. > > Regards, Hugh > If you have an in-house developed system, then your programmers should be the ones to add the proper features. E-mails sent to "support" should be picked up and managed by the system. -- MailScanner is like deodorant... You hope everybody uses it, and you notice quickly if they don't!!!!