| Title: | CSGUK_SYSTEMS |
| Notice: | No restrictions on keyword creation |
| Moderator: | KERNEL::ADAMS |
| Created: | Wed Mar 01 1989 |
| Last Modified: | Thu Nov 28 1996 |
| Last Successful Update: | Fri Jun 06 1997 |
| Number of topics: | 242 |
| Total number of notes: | 1855 |
Chaps,
In order to get a better visibility of AES problem requests how
about creating a queue specifically for AES. AES requests are typically
not as urgent as a system crash, down system etc so why have them in
the Systems queue. Brian Anthony believed we would only get 3-5 requests
logged per day. I think that number is significantly greater and needs to
be tracked on the impact its causing our group. Last month we were handling
50-60% live call handling. On current performance I doubt whether we are
even getting close to 30%.
Perhaps ( man power permitting ) one engineer could be assigned to
handle the AES requests on a daily basis. In that way we would probably
get up to speed alot quicker.
Please discuss.
Regards,
Norm
| T.R | Title | User | Personal Name | Date | Lines |
|---|---|---|---|---|---|
| 189.1 | NO, NO, NO | KERNEL::BLAND | Norman Bland 833 3797 CSC, Basingstoke | Thu Aug 04 1994 18:54 | 5 |
I disagree with a new queue.
I disagree with one person on a daily basis doing AES calls.
I agree that we get more AES calls per day than was expected.
Norman Bland
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| 189.2 | No & thrice no. | KERNEL::ADAMS | Brian Adams CSC-Viables '833-3026 | Mon Aug 08 1994 11:33 | 13 |
I disagree with a new queue
I disagree with an assigned person per day. ( We can't manage live call
handling on todays manpower, without taking another person out.)
Yes, we are getting more calls than was first thought, but I find that
the majority can be dealt with off-line. Very few require immediate
& constant attention. In the main, I've found that they can be
researched off line and an update given to the customer, some days
later. Only a few have needed someone to go to site, and then, only to
install the latest version, when it fixes the customer's bug.
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