Case Study

Tech Support Co. - Networking / Servers / Hardware / Software


A Few Screen Shots of the Workflow Solution...


PROCESS ONE

Created an easy to use menu naviagation form for all software objects




PROCESS TWO

Built the administrative view for by client/company ticket tracking in line item and sub line item fashion. Easily holds 1000's of clients each with 1 to a million tickets with the choice to filter by all tickets, open tickets, closed tickets or a date range. Simple client drop down search feature. Upper form holds basic client/company information and lower subform holds specific ticket information. Lower subform also holds sub company and contact information for flexible tracking of sub contracting work activity. Has a alert level, problem category grouping for reports, parts total, labor total, grand total, problem description, resolution description and one click opening of help desk view for service support as seen in Process Four.

 


PROCESS THREE

Developed a Company / Sub Company form to group contact information for each client in an easy to use data entry form. Facilitates easy sub contracting tracking in the administrative view. Main company join is entered with one click drop down access. Contact(s) information for the Company / Sub Company is easily entered into the 'one to many' datasheet subform at the bottom of the this form.

 

 

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PROCESS FOUR

Designed a vertical ticket view to enable the 'on the phone' help desk to easily see the specific ticket contact info, date opened, date last modified and by who. Inside the easy to read and edit memo fields are the existing problem and resolution notes. In the bottom half is a knowledge base search button allowing for past resolution searches by category or keyword with each of these allowing filters by client and / or date range.

 
 


PROCESS FIVE

Developed a Security Administration form (only launches for Admin level logins) and workflow that makes creating or deleting users and passwords very simple. Also has a pdf helf file for any needed clarifications.



 
 

Then on login the user only has to enter his username and password to be allowed entry into the Help Desk Software. This also allows the administrator to create layered security and only allow users to do, see and work where is necessary.




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PROCESS SIX

Added a sub line item parts datasheet accounting form where the user can add 1 part cost or 1 million part costs to a specific ticket. Parts can be added by simply choosing them from the first drop down textbox. When the user is finished adding parts and quantites, then on close of this form the total parts costs is calculated and inserted into the final parts sub total textbox on the specific ticket line in the admin horizontal view.

 
 

 

To add part types to the PartID drop down textbox (just above) we included a double click event on the PartID textbox that opens an add / edit / delete parts datasheet form that will allow the managers to easily add 1 to a million parts (plus their costs). When this form is closed the newly added parts info will then show up in the PartID drop down textbox.
 

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PROCESS SEVEN

dded a sub line item labor costs datasheet accounting form where the user can add 1 labor cost or a million labor costs to a specific ticket. Types of labor can be added by simply choosing them from the Type drop down textbox. When the user is finished adding labor costs then on close of this form the total labor costs are calculated and inserted into the final labor sub total textbox on the specific ticket line in the admin view. There is also a net costing breakdown to see the profit margin on each labor service call.

 
 
To add labor cost types to the Type drop down textbox (just above) we included a datasheet form that allows the manager to enter 'labor contract costing types' specific only to each client in the admin view.

 

To integrate the employee costs associated with labor costs (Emp field in main labor costing form above) we included a simple employee costing form. Name, billing rate, and cost which automatically inputs the billing rate into the sub labor form when you select an employee for a type of labor charge but also adds their costs (salary) which helps calculate the net breakdown on each individual labor charge too.

 

 ...and dat is dat...

If you have the Vision -We have the Code