[Discussion] workflow of support

Sameer Verma sverma at sfsu.edu
Fri Aug 12 16:57:07 PDT 2011

On Fri, Aug 12, 2011 at 4:50 PM, James Howard <james at partimus.org> wrote:
>> We have two or three support models: 1) Grant goes by Everrett every
>> Wednesday or so and keeps an eye on things. 2) Christian keeps an eye
>> on KIPP and CACS. They call him when something breaks. 3) Grant goes
>> by CACS occasionally, talks to teachers, and finds out what's broken.
> It's actually been quite a bit more complex than that, involving a lot of
> different volunteers, during different periods, who communicate with many
> different teachers via many different channels.
> It's been suggested before that we set up a trouble ticket system. Perhaps
> deploy the package on some of our recently acquired web hosting and then
> direct teachers there. They can file comprehensive reports about their
> tech questions and problems. Partimus volunteers would then take ownership
> of each problem and track progress using this system until completion.
> It's also been suggested that this sort of system would not be adopted by
> the teachers. That nothing beats good old fashioned face time at regular
> intervals. They teachers describe their problems to you in person, and you
> schedule time to work with them on the problem on site.
> I imagine whatever approach we take could involve both software and
> personal communication.

I agree. A combination of both would serve corner cases. We use RT
(http://www.bestpractical.com/rt/) in OLPC, which allows for tickets
to be created simply via e-mail. However, in a situation where the
computers don't work or get online, it becomes a problem to report the
problem. I don't know if RT has a phone interface...

Anyway, I think it would be a good academic exercise for some of our
students to explore and map out some of these issues.

Dr. Sameer Verma, Ph.D.
Associate Professor, Information Systems
San Francisco State University

More information about the Discussion mailing list