I am pulling my hair out trying to finish writing this proposal for work and I am stuck on on the software.
Basically, I manage a small group (12) tech support reps. We support customers that use our website and troubleshoot the normal connection stuff as well as site/server issues or compatibility bugs that may roll in our software updates. Customer service takes all calls first and then if a cust is identified as having technical problems, the cs reps transfer the calls into our group.
My guys use the standard call tracking software that customer service uses and it works fine for keeping all contact with customers in the same spot. The problem is.... the "standatd" call tracking software that we all use doesnt give us enough issue reporting capability or sufficient space to keep detailed tech records that are sortable or searchable in a reasonable manner. I want us to develop a database where I can have the guys insert issues into a webbased app that will sort bycusotmer acct and by a dozen or so different catagories. It would also timestamp the call and issue a ticket number for each entry Simple enough?
We already have a internal tech website that we keep training, contacts, faqs etc. This website is currently designed by a member of my group with Dreamweaver in your normal html and located on a win2k box we keep under a cubicle, it is using iis to serve to the team. It is a p3, 256, 6 gig HD.
I now have a p4 3ghz w/ 1gig ram, 2 40gig HDs sitting here to be a server for the new issue tracking database. What I think I want to do is have it set up with Linux, Apache, PHP, and MYSQL. That way I can convert my existing KB, and tech FAQ, Training and contact list website (about 50 pages) to a portal type php website that would have issue tracking on a second tab.
The problem I have is that I want to make sure that I cover all the requests in my intitial proposal. The box I have for the new app is a win xp pro, with microsoft Access installed and I want to do this as best I can to put a good tracking program in place. I dont think using win xp box configured to hold a website and database is best possible solution. Once I can provide a final solution and the desktop guys get the server set up with what i need, the business side of the company will loan us one of their software engineers to develop the app.
What I have so far is:
Linux
Apache
PHP
MYSQL
Linux for the OS, Apache for server software, MYSQL for db, and PHP installed for scripts.
Is there anything else I should be looking/asking for that you can think of?
Thanks for looking!!
Any help is appreciated!
MO
Basically, I manage a small group (12) tech support reps. We support customers that use our website and troubleshoot the normal connection stuff as well as site/server issues or compatibility bugs that may roll in our software updates. Customer service takes all calls first and then if a cust is identified as having technical problems, the cs reps transfer the calls into our group.
My guys use the standard call tracking software that customer service uses and it works fine for keeping all contact with customers in the same spot. The problem is.... the "standatd" call tracking software that we all use doesnt give us enough issue reporting capability or sufficient space to keep detailed tech records that are sortable or searchable in a reasonable manner. I want us to develop a database where I can have the guys insert issues into a webbased app that will sort bycusotmer acct and by a dozen or so different catagories. It would also timestamp the call and issue a ticket number for each entry Simple enough?
We already have a internal tech website that we keep training, contacts, faqs etc. This website is currently designed by a member of my group with Dreamweaver in your normal html and located on a win2k box we keep under a cubicle, it is using iis to serve to the team. It is a p3, 256, 6 gig HD.
I now have a p4 3ghz w/ 1gig ram, 2 40gig HDs sitting here to be a server for the new issue tracking database. What I think I want to do is have it set up with Linux, Apache, PHP, and MYSQL. That way I can convert my existing KB, and tech FAQ, Training and contact list website (about 50 pages) to a portal type php website that would have issue tracking on a second tab.
The problem I have is that I want to make sure that I cover all the requests in my intitial proposal. The box I have for the new app is a win xp pro, with microsoft Access installed and I want to do this as best I can to put a good tracking program in place. I dont think using win xp box configured to hold a website and database is best possible solution. Once I can provide a final solution and the desktop guys get the server set up with what i need, the business side of the company will loan us one of their software engineers to develop the app.
What I have so far is:
Linux
Apache
PHP
MYSQL
Linux for the OS, Apache for server software, MYSQL for db, and PHP installed for scripts.
Is there anything else I should be looking/asking for that you can think of?
Thanks for looking!!
Any help is appreciated!
MO
Facebook
Twitter