Test 1
[Quit and restart your browser to clear sessions]
You are an OIP staff member and FileMaker refuses to launch on your computer. It bounces in the Dock but then nothing. Submit a support ticket at https://oipsecure.umn.edu/support/index.php
- Were you required to authenticate?
- If so, were you successful?
- Were you able to submit a support ticket?
- Did you land on a list of tickets?
- Did you get a confirmation email?
- Did it include a link back to the ticket?
Test 2
[Quit and restart your browser to clear sessions]
You are an OIP staff member and because you're covering for someone on vacation, you need access to the LAC_Design volume. Submit a support ticket at https://oipsecure.umn.edu/support/index.php
[Quit and restart your browser to clear sessions]
You learn later that you don't need access to the LAC_Design volume because a different co-worker does. Navigate to https://oipsecure.umn.edu/support/mytickets.php and withdraw your ticket.
- Were you required to authenticate?
- Were you able to find your ticket?
- Were you able to withdraw it?
Test 3
You are an OIP staff member and your password to get into FileMaker isn't working. Submit a ticket at https://oipsecure.umn.edu/support/mytickets.php
Test 4
You should now have two open tickets. We'll be using these tickets to test the system on our end. As we work with you on these tickets, take note of the following:
- Did you get an e-mail letting you know your ticket was assigned?
- Did you get an e-mail with a question about your ticket?
- Were you able to respond to the question in the ticket?
- Did you get an e-mail indicating the ticket was closed?
Feedback
What general observations do you have about the Support Ticket system? Use the comment section below.
Urgency levels needs to be changed. I don't think I will choose low (1 month) and long term (1 year).
Love that you can withdraw a ticket. I sometimes jump the gun on calling for help just to realize 5 minutes later that I did something wrong
I've forwarded you the email that I got - it was the same with all three emails - no message, no link. Don't know if that's a webmail problem, but it shouldn't be.
1. Did you get an e-mail letting you know your ticket was assigned? Well, I got an email, but it didn't have a message in it. Nothing.
2. Did you get an e-mail with a question about your ticket? No - or I don't know, because it was empty.
3. Were you able to respond to the question in the ticket? no
4. Did you get an e-mail indicating the ticket was closed? Again, not sure because all emails were empty. I only received three emails, however - which means that one of them didn't come. There should have been four - three opened tickets, and one that was close. Right?
I fixed the e-mail problem. let me know if you still get empty ones. At this point you should have rec'd 3 e-mails - one for each ticket you submitted. You do not get a confirmation e-mail when you withdraw your own ticket.
The other e-mails described in Test 4 are triggered when we begin working on your ticket so you won't see those immediately.
I swear I have the blog configured to automatically publish comments from trusted users. It just doesn't behave. I have to approve each one - even my own. Drag.
Everything seemed to work as expected for me.
A few suggestions:
- Differentiate the buttons "submit" and "reset" on the ticket submission page. I almost clicked on reset.
- Asking for a "title" was confusing. Not quite sure what you were asking for at first. Perhaps "title for email to tech staff" or "Problem (5-7 words). These aren't the best solutions, but just a few quick ideas. Also, suggestions (ex: Filemaker won't open, Need password for server, Mouse is broken) might be helpful or else you might just get a bunch of "tech problem" or "help" or "doesn't work." If it matters to you, I guess!
- I would prefer if the "open" and "closed" tickets were separated in different tables or color coded or some way to tell them apart. I probably won't be too interested in looking at closed tickets in the future. Or will I?
- Will most people understand "withdraw" ticket? Could you say "delete" ticket?
- You might want to put some sort of "Do Not Respond to this Email" in the message or people will constantly just hit reply and send a message to OIP Tech. Maybe you could add a reminder that they can add notes to the ticket using the link?
Looks good so far! Can't wait to see it go live!
Maybe I'll just remove the reset button - no need for it really.
I'll wordsmith Title. Agreed, it's confusing.
Once I add a stylesheet things in the list should pop. Let's re-evaluate then.
I prefer "withdraw." It's not technically a delete and I don't want it to be. Those never-mind-I-figured-it-out events happen quite a lot. For a while at least they require our attention so we want to track them. Maybe there's a better word for it.
There's a "Do not reply to this email" line in the message. At least there should be. You're not getting that?
I like the system on the whole! I agree about urgency level and about 'reset' and 'submit' the ticket list and ability to withdraw are great and just what is needed. It seems to work the way I'd expect and I found it intuitive. It will be great to have updates on the status of tickets.
In Test 1, I do not know what you mean by "did I land on a list of tickets." As far as I could tell, I did not land on a list.
In Test 2, I was not required to authenticate, but all else worked. Withdraw is a good and useful feature. It looks like withdrawn tickets move to the bottom and open tickets rise to the top. This works well.
Generally, I think the longer time frame option under "urgency" is useful for some projects (like Confucius database) but perhaps long term could be in a 6 month time frame, rather than a year. Ideally, I don't think many projects shoot for the one-year time frame; they just get delayed and complicated by additional requests.
I'm looking forward to getting those assignment emails!
Thank you for taking the time to test the Support Ticket system. This is good feedback about the urgency levels and echoes what others have been saying. We're will re-evaluate our list.