[clue-talk] Re: [clue-tech] Web ticket software

[Dave Price]

I actually carry a very small pad of paper in my pocket for taking
notes - Rhodia 11200 --

(http://www.vickerey.com/prh501.html) -

as well as a larger graph paper composition book for larger projects -
which I transcribe into my own database.

The best ticket systems I have seen create customer histories and a
searchable knowlegebase of info as it is entered by engineers who
bother to enter useful information.

I do this for myself - and am currently using sugar-crm - open source
version (of course) - the data layout does not make me feel pinned
down to sugar, and as a one man shop the search and retrieval
capabilities seem excellent.

You are right about the paper and pen, though...

-- 
aloha,
dave

On 7/25/07, Nate Duehr <nate at natetech.com> wrote:
> Angelo Bertolli wrote:
>
> > Sorry to everyone that I wasn't very specific.  I guess I was thinking
> > of something that's more about managing employee tasks.  Hmmm, I guess
> > even forum software could handle this.  Maybe that's the simplest way to
> > go.
>
>
> Does the employee have a manager, and is there a whiteboard in his office?
>
> Most "ticket" or "management systems" really don't manage, and managers
> the world over still think that they do.  If the employee is the only
> person entering data, and setting the priority levels in each ticket
> with no oversight by another human, that's not management... that's just
> a to-do list.
>
> A to-do list that can be read by everyone, but rarely does anyone read
> anyone else's tickets... unless instructed to or required to, by ... a
> manager.
>
> (GRIN)
>
> To be honest, I've never seen a study where a ticket system actually
> LOWERED the amount of work necessary (now you can't just troubleshoot
> and jot a note on a legal pad, you have to do data entry for everything
> also), or has one ever made simpler the actual tasks the customer wants
> done.  BUT... they do work well for contact management... "The e-mail
> address I have for you is... is that correct?"  But note that even when
> adding some value that way, it's no faster than, "May I have your e-mail
> address, please?"
>
> Back to my favorite Nate-adage... Sometimes a pencil and paper really
> ARE the best way to do something, and a computer is not required at all.
>
> Plenty of businesses ran just fine and didn't lose things before ticket
> systems arrived...
>
> Nate
> _______________________________________________
> clue-talk mailing list
> clue-talk at cluedenver.org
> http://www.cluedenver.org/mailman/listinfo/clue-talk
>