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Open Door Information Exchange (ODIE). Enhancing Communication and Accountability Alan Wibbels – Nate McClenahan. User friendly – quickly deployable. Web-based, password protected Accessible anytime, anywhere Services single buildings and/or enterprise operations Modular and customizable - PowerPoint PPT Presentation
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Open Door Information Exchange (ODIE)
Enhancing Communication and Accountability
Alan Wibbels – Nate McClenahan
User friendly – quickly deployable
Web-based, password protectedAccessible anytime, anywhereServices single buildings and/or
enterprise operationsModular and customizableFully searchableScalable
Enhanced customer communication
End user submits requestTicket createdForwarded to dispatchAssigned to queueAlarms & e-mails key
personnel
ODIE homepage accessible without login
Password protected
Dynamically generatedtickets based on login…
Sample end user Helpdesk ticket
Dynamically generatedtickets based on login…
Sample end user vehicle maintenance ticket
TicketProblem descriptionContains memos
documenting the dialog of key parties
Placed in dispatch until assigned to a queue
Closed upon resolution
Queues Contain individuals
that act as a workgroup for related problems
Tickets are assigned to queues
Updated tickets generate alarms for all in the queue
Allows for directed advancement of problems to other workgroups
Dispatch
Managed by dispatcher(s)
Entry point for all tickets
User having a problem with syncing Palm opens a ticket
E-mail notification sent to everyone in Dispatch Queue
Ticket updated and dispatched to appropriate queue
Generates alarm
Ticket updated and/or closed
Helpdesk Problem Resolution Example
CoolSchool
User Pat has a problem
A user (Pat) has a problem and submits it on ODIE.
Helpdesk Problem Resolution Example
CoolSchool
User Pat has a problem
The problem ticket is placed in the school’s dispatch, which is managed by Bob.
CoolSchool Dispatch managed by Bob
Helpdesk Problem Resolution Example
CoolSchool
Windows Queue
Macintosh Queue
CoolSchool Dispatch managed by Bob
User Pat has a problem
Bob can place the ticket in either of two queues in the district: Windows or Macintosh.
Helpdesk Problem Resolution Example
CoolSchool
Windows Queue contains Bob and Julie
Macintosh Queue contains Julie
CoolSchool Dispatch managed by Bob
User Pat has a problem
Bob uses the queues to coordinate problem resolution with Julie, the other LAN Manager.
Tiered Problem Resolution – Bottom up
Agency A
User Eric has a problem
Eric submits a problem.
Tiered Problem Resolution – Bottom up
Agency A
Supervisor Queue
Agency A’s Dispatch is managed by Susan
User Eric has a problem
Susan, the administrative assistant, looks at the problem and determines she needs to have her supervisor look into the problem. So Susan escalates the problem to the supervisor queue.
Tiered Problem Resolution – Bottom up
Agency A
Supervisor Queue contains Fred, a manager, and Mary, a human resources manager
Agency A’s Dispatch managed by Susan
User Eric has a
problem
Fred and Mary are alerted to the problem, and all users in the chain are notified of any updates to the problem ticket.
Tiered Problem Resolution – Bottom up
Agency A
Supervisor Queue contains Fred, a manager, and Mary, a human resources manager Director’s Queue
contains James, Director of Personnel
Agency A’s Dispatch managed by Susan
User Eric has a problem
After discussion, the supervisors decide to advance the problem to the director.
The director is only notified after the supervisors and administrative assistants have already addressed the problem.
Tiered Problem Resolution – Top down
Company BCompany B’s Dispatch managed by Jane, an administrative assistant, and monitored by Ted, the supervisor
User Larry has a problem
Larry has a problem and submits it to a queue managed by an administrative assistant, and monitored by the supervisor. This allows all further communications to be monitored by the supervisor.
Tiered Problem Resolution – Top down
Company B
HR Queue contains William, a human resource manager Marketing Queue
contains three marketing managers
Company B’s Dispatch managed by Jane, an administrative assistant, and monitored by Ted, the supervisor
User Larry has a problem
Jane can dispatch the problem to the appropriate queue.
Searching capabilities allow users to locate tickets by number or keyword
Efficient, flexible, & cost-effective
HelpdeskInventory controlDevice managementFleet maintenanceTime managementProject tracking
User friendly – quickly deployable
Web-based, password protectedAccessible anytime, anywhereServices single buildings and/or
enterprise operationsModular and customizableFully searchableScalable
ODIE can easily be customized to track or manage almost
any process or project in which data manipulation is critical.
