Process and Diagram

Process

The first thing to do is to interview about the database Help desk for faculty and staff.

How many staff?

What do you want the database to do?

Questions? Store help desk tickets. what kinds of problems reoccur patterns. levels of service, priorities. Which technicians. Solutions to the tickets. Tickets status pending, solved, open. Severity. Reports. Response rates. list of all the computers, their locations and the faculty and/or staff that are assigned to them How soon?

List all the fields

faculty name
faculty office
faculty email

Computer
make
model
location
date installed
date removed

technicians
name
specialty
contact

Problem Categories

Ticket
date time
category
computer
faculty requester
problem
status

Response to Tickets
ticket number
technician
priority
Resolution date time
Note

What are they doing now--and in past

Interviewing people actually working with database

Job shadowing exceptions job flow missing information

Go back to the people you interviewed and ask, did I get it all, is something missing.