Thanks
Melissa

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problem might be - from something they may have done, to not having enough
floating licenses, whatever. Generally I expect they'll just call me if they
run into a problem. But in my absence, to keep them from picking up the phone
and calling the wrong person about it, I'd like to develop a guide. I have
found you can't expect everyone to have troubleshooting abilities, that type of
logic and you're going to have to write it out for them. I'll be interested in
how you handle it and/or the responses you get.

Anita Ghebeles
NIH/OD/OER/ORA
6701 Rockledge Drive, Room 3208, MSC 7772
Bethesda, MD 20892-7772
(301) 435-0653 Voice; (301) 480-2845 Fax
af8d@nih.gov Email

-----Original Message-----
From: Melissa Dahan [SMTP:med9002@NYP.ORG]
Sent: Wednesday, August 18, 1999 12:58 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Troubleshooting guide

has anyone out there created a Troubleshooting guide for there users?

Thanks
Melissa


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Could you define guide a little better? I have put together an intranet web
site with basic info and (links to) Remedy's v3 and v4 HTML help pages.
It's not too complicated, and I wouldn't call it a knowledge base. I have
pages with more site-specific information such as common problems and info
about Remedy open defects that affect the site's applications, et cetera.

I could probably send you some of the custom pages if you want, but not via
the list due to size concerns.

Thanks,

Ray Doue
rdoue@scitor.com
408 745-8221

-----Original Message-----
From: Ghebeles, Anita (OD) [mailto:GhebeleA@OD31.OD.NIH.GOV]
Sent: Wednesday, August 18, 1999 10:25 AM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Troubleshooting guide


I haven't yet, but would want to include items to help them determine what
the
problem might be - from something they may have done, to not having enough
floating licenses, whatever. Generally I expect they'll just call me if
they
run into a problem. But in my absence, to keep them from picking up the
phone
and calling the wrong person about it, I'd like to develop a guide. I have
found you can't expect everyone to have troubleshooting abilities, that type
of
logic and you're going to have to write it out for them. I'll be interested
in
how you handle it and/or the responses you get.

Anita Ghebeles
NIH/OD/OER/ORA
6701 Rockledge Drive, Room 3208, MSC 7772
Bethesda, MD 20892-7772
(301) 435-0653 Voice; (301) 480-2845 Fax
af8d@nih.gov Email

-----Original Message-----
From: Melissa Dahan [SMTP:med9002@NYP.ORG]
Sent: Wednesday, August 18, 1999 12:58 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Troubleshooting guide

has anyone out there created a Troubleshooting guide for there
users?

Thanks
Melissa


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able to troubleshoot with 5 -8 things they can say to the user calling
to solve the problem on the phone. I created an application support
form whereby my technicians are entering information about specific
application such as the name of the app, who is reponsible, the database
server name, ip address, etc... I want the guide and the application
form to talk to each other.
I need my help desk staff to be able to look at this guide and say "Oh
Word 7.0, the user can use mail merge, these are things I can tell the
user to do and if this works and then use this constantly in the
future. But I only want my technicans to be able to enter in the
solutution. We have a solution Schema but it is useless, no one writes
in anything worthwhile.

Make sense??

Doue, Ray wrote:
>
> Hi Melissa,
>
> Could you define guide a little better? I have put together an intranet web
> site with basic info and (links to) Remedy's v3 and v4 HTML help pages.
> It's not too complicated, and I wouldn't call it a knowledge base. I have
> pages with more site-specific information such as common problems and info
> about Remedy open defects that affect the site's applications, et cetera.
>
> I could probably send you some of the custom pages if you want, but not via
> the list due to size concerns.
>
> Thanks,
>
> Ray Doue
> rdoue@scitor.com
> 408 745-8221
>
> -----Original Message-----
> From: Ghebeles, Anita (OD) [mailto:GhebeleA@OD31.OD.NIH.GOV]
> Sent: Wednesday, August 18, 1999 10:25 AM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Troubleshooting guide
>
> I haven't yet, but would want to include items to help them determine what
> the
> problem might be - from something they may have done, to not having enough
> floating licenses, whatever. Generally I expect they'll just call me if
> they
> run into a problem. But in my absence, to keep them from picking up the
> phone
> and calling the wrong person about it, I'd like to develop a guide. I have
> found you can't expect everyone to have troubleshooting abilities, that type
> of
> logic and you're going to have to write it out for them. I'll be interested
> in
> how you handle it and/or the responses you get.
>
> Anita Ghebeles
> NIH/OD/OER/ORA
> 6701 Rockledge Drive, Room 3208, MSC 7772
> Bethesda, MD 20892-7772
> (301) 435-0653 Voice; (301) 480-2845 Fax
> af8d@nih.gov Email
>
> -----Original Message-----
> From: Melissa Dahan [SMTP:med9002@NYP.ORG]
> Sent: Wednesday, August 18, 1999 12:58 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Troubleshooting guide
>
> has anyone out there created a Troubleshooting guide for there
> users?
>
> Thanks
> Melissa
>
> ---------------------------------------------------------------------------
> To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>
> ---------------------------------------------------------------------------
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> with a body of "signoff arslist". The subject line is ignored.
>
> ---------------------------------------------------------------------------
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I'm not sure exactly what you're looking for, but I have put together a
Quick Reference guide for users that contains steps for common tasks and
answers to frequently-asked questions, as well as common errors and how to
solve them. It's very specific to the application that I built but I can
send you a portion of it if you're mostly looking for ideas...


Heidi Wagner
Montage IT Services, Ltd.
(613) 232-2760


-----Original Message-----
From: Melissa Dahan [SMTP:med9002@NYP.ORG]
Sent: Wednesday, August 18, 1999 12:58 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Troubleshooting guide

has anyone out there created a Troubleshooting guide for there
users?

Thanks
Melissa





______________________________________________________
Get Your Private, Free Email at http://www.hotmail.com

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guide, but I have no idea where the workflow should begin!


Thanks!!
Heidi Wagner wrote:
>
> Hi Melissa,
>
> I'm not sure exactly what you're looking for, but I have put together a
> Quick Reference guide for users that contains steps for common tasks and
> answers to frequently-asked questions, as well as common errors and how to
> solve them. It's very specific to the application that I built but I can
> send you a portion of it if you're mostly looking for ideas...
>
> Heidi Wagner
> Montage IT Services, Ltd.
> (613) 232-2760
>
> -----Original Message-----
> From: Melissa Dahan [SMTP:med9002@NYP.ORG]
> Sent: Wednesday, August 18, 1999 12:58 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Troubleshooting guide
>
> has anyone out there created a Troubleshooting guide for there
> users?
>
> Thanks
> Melissa
>
> ______________________________________________________
> Get Your Private, Free Email at http://www.hotmail.com
>
> ---------------------------------------------------------------------------
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.

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Marit Soderberg

> -----Ursprungligt meddelande-----
> Från: Heidi Wagner [SMTP:hydez@HOTMAIL.COM]
> Skickat: den 18 augusti 1999 21:04
> Till: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Ämne: Re: Troubleshooting guide
>
> Hi Melissa,
>
> I'm not sure exactly what you're looking for, but I have put together a
> Quick Reference guide for users that contains steps for common tasks and
> answers to frequently-asked questions, as well as common errors and how to
> solve them. It's very specific to the application that I built but I can
> send you a portion of it if you're mostly looking for ideas...
>
>
> Heidi Wagner
> Montage IT Services, Ltd.
> (613) 232-2760
>
>
> -----Original Message-----
> From: Melissa Dahan [SMTP:med9002@NYP.ORG]
> Sent: Wednesday, August 18, 1999 12:58 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Troubleshooting guide
>
> has anyone out there created a Troubleshooting guide for there
> users?
>
> Thanks
> Melissa
>
>
>
>
>
> ______________________________________________________
> Get Your Private, Free Email at http://www.hotmail.com
>
> --------------------------------------------------------------------------
> -
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.

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It sounds like you are looking for more administrative information than
Remedy info....
Check out this web page.

http://www.philverghis.com/helpdeskfaq.html#Quick Guide

It has a huge amount of information available!

Claire Sanford
Remedy Administrator - Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
Fax: 713 448 5848
claire_sanford@mhhs.org


-----Original Message-----
From: Melissa Dahan [mailto:med9002@NYP.ORG]
Sent: Wednesday, August 18, 1999 1:49 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Troubleshooting guide


I need to have the help desk look at the "Troubleshooting Guide" and be
able to troubleshoot with 5 -8 things they can say to the user calling
to solve the problem on the phone. I created an application support
form whereby my technicians are entering information about specific
application such as the name of the app, who is reponsible, the database
server name, ip address, etc... I want the guide and the application
form to talk to each other.
I need my help desk staff to be able to look at this guide and say "Oh
Word 7.0, the user can use mail merge, these are things I can tell the
user to do and if this works and then use this constantly in the
future. But I only want my technicans to be able to enter in the
solutution. We have a solution Schema but it is useless, no one writes
in anything worthwhile.

Make sense??

Doue, Ray wrote:
>
> Hi Melissa,
>
> Could you define guide a little better? I have put together an intranet
web
> site with basic info and (links to) Remedy's v3 and v4 HTML help pages.
> It's not too complicated, and I wouldn't call it a knowledge base. I have
> pages with more site-specific information such as common problems and info
> about Remedy open defects that affect the site's applications, et cetera.
>
> I could probably send you some of the custom pages if you want, but not
via
> the list due to size concerns.
>
> Thanks,
>
> Ray Doue
> rdoue@scitor.com
> 408 745-8221
>
> -----Original Message-----
> From: Ghebeles, Anita (OD) [mailto:GhebeleA@OD31.OD.NIH.GOV]
> Sent: Wednesday, August 18, 1999 10:25 AM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Troubleshooting guide
>
> I haven't yet, but would want to include items to help them determine what
> the
> problem might be - from something they may have done, to not having enough
> floating licenses, whatever. Generally I expect they'll just call me if
> they
> run into a problem. But in my absence, to keep them from picking up the
> phone
> and calling the wrong person about it, I'd like to develop a guide. I
have
> found you can't expect everyone to have troubleshooting abilities, that
type
> of
> logic and you're going to have to write it out for them. I'll be
interested
> in
> how you handle it and/or the responses you get.
>
> Anita Ghebeles
> NIH/OD/OER/ORA
> 6701 Rockledge Drive, Room 3208, MSC 7772
> Bethesda, MD 20892-7772
> (301) 435-0653 Voice; (301) 480-2845 Fax
> af8d@nih.gov Email
>
> -----Original Message-----
> From: Melissa Dahan [SMTP:med9002@NYP.ORG]
> Sent: Wednesday, August 18, 1999 12:58 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Troubleshooting guide
>
> has anyone out there created a Troubleshooting guide for there
> users?
>
> Thanks
> Melissa
>
>
---------------------------------------------------------------------------
> To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>
>
---------------------------------------------------------------------------
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> with a body of "signoff arslist". The subject line is ignored.
>
>
---------------------------------------------------------------------------
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> with a body of "signoff arslist". The subject line is ignored.

---------------------------------------------------------------------------
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Sanford, Claire wrote:
>
> Melissa,
>
> It sounds like you are looking for more administrative information than
> Remedy info....
> Check out this web page.
>
> http://www.philverghis.com/helpdeskfaq.html#Quick Guide
>
> It has a huge amount of information available!
>
> Claire Sanford
> Remedy Administrator - Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> Fax: 713 448 5848
> claire_sanford@mhhs.org
>
> -----Original Message-----
> From: Melissa Dahan [mailto:med9002@NYP.ORG]
> Sent: Wednesday, August 18, 1999 1:49 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Troubleshooting guide
>
> I need to have the help desk look at the "Troubleshooting Guide" and be
> able to troubleshoot with 5 -8 things they can say to the user calling
> to solve the problem on the phone. I created an application support
> form whereby my technicians are entering information about specific
> application such as the name of the app, who is reponsible, the database
> server name, ip address, etc... I want the guide and the application
> form to talk to each other.
> I need my help desk staff to be able to look at this guide and say "Oh
> Word 7.0, the user can use mail merge, these are things I can tell the
> user to do and if this works and then use this constantly in the
> future. But I only want my technicans to be able to enter in the
> solutution. We have a solution Schema but it is useless, no one writes
> in anything worthwhile.
>
> Make sense??
>
> Doue, Ray wrote:
> >
> > Hi Melissa,
> >
> > Could you define guide a little better? I have put together an intranet
> web
> > site with basic info and (links to) Remedy's v3 and v4 HTML help pages.
> > It's not too complicated, and I wouldn't call it a knowledge base. I have
> > pages with more site-specific information such as common problems and info
> > about Remedy open defects that affect the site's applications, et cetera.
> >
> > I could probably send you some of the custom pages if you want, but not
> via
> > the list due to size concerns.
> >
> > Thanks,
> >
> > Ray Doue
> > rdoue@scitor.com
> > 408 745-8221
> >
> > -----Original Message-----
> > From: Ghebeles, Anita (OD) [mailto:GhebeleA@OD31.OD.NIH.GOV]
> > Sent: Wednesday, August 18, 1999 10:25 AM
> > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > Subject: Re: Troubleshooting guide
> >
> > I haven't yet, but would want to include items to help them determine what
> > the
> > problem might be - from something they may have done, to not having enough
> > floating licenses, whatever. Generally I expect they'll just call me if
> > they
> > run into a problem. But in my absence, to keep them from picking up the
> > phone
> > and calling the wrong person about it, I'd like to develop a guide. I
> have
> > found you can't expect everyone to have troubleshooting abilities, that
> type
> > of
> > logic and you're going to have to write it out for them. I'll be
> interested
> > in
> > how you handle it and/or the responses you get.
> >
> > Anita Ghebeles
> > NIH/OD/OER/ORA
> > 6701 Rockledge Drive, Room 3208, MSC 7772
> > Bethesda, MD 20892-7772
> > (301) 435-0653 Voice; (301) 480-2845 Fax
> > af8d@nih.gov Email
> >
> > -----Original Message-----
> > From: Melissa Dahan [SMTP:med9002@NYP.ORG]
> > Sent: Wednesday, August 18, 1999 12:58 PM
> > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > Subject: Troubleshooting guide
> >
> > has anyone out there created a Troubleshooting guide for there
> > users?
> >
> > Thanks
> > Melissa
> >
> >
> ---------------------------------------------------------------------------
> > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> ---------------------------------------------------------------------------
> > To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> ---------------------------------------------------------------------------
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> > with a body of "signoff arslist". The subject line is ignored.
>
> ---------------------------------------------------------------------------
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suwaiema@aramco.com.sa

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.ACSU.BUFFALO.EDU]On Behalf Of Heidi Wagner
Sent: Wednesday, August 18, 1999 10:04 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Troubleshooting guide


Hi Melissa,

I'm not sure exactly what you're looking for, but I have put together a
Quick Reference guide for users that contains steps for common tasks and
answers to frequently-asked questions, as well as common errors and how to
solve them. It's very specific to the application that I built but I can
send you a portion of it if you're mostly looking for ideas...


Heidi Wagner
Montage IT Services, Ltd.
(613) 232-2760


-----Original Message-----
From: Melissa Dahan [SMTP:med9002@NYP.ORG]
Sent: Wednesday, August 18, 1999 12:58 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Troubleshooting guide

has anyone out there created a Troubleshooting guide for there
users?

Thanks
Melissa





______________________________________________________
Get Your Private, Free Email at http://www.hotmail.com

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with a body of "signoff arslist". The subject line is ignored.

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