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Forum to discuss writing script in Architect plugins for SalesLogix & general SalesLogix customization topics (for Windows client only). View the code of conduct for posting guidelines.
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Best practices for ticket screen
Posted: 02 Mar 10 7:04 PM
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We use the ticketing system extensively, with almost 70,000 tickets recorded in our DB. Here's how our tech team uses the fields:
Subject: don't use
Description: details as to what we did, how we fixed it, what we told the customer, etc are put here
Resolution: we don't use
Internal only: we put in the description of the problem that the customer is calling in with ("customer reports his software won't launch")
Speedsearch: we do not use the Speedsearch feature of SLX
Ticket activities: we don't edit any of the fields, but ticket activities get automatically generated when we punch in/out
Now my take on it is this is all wrong, and specifically, using "internal" makes it very hard to use the ticket tab on the account screen, because "internal" isn't shown there.
I'm looking for some best practices for the ticketing fields I described above. Specifically,
1.) What should we put in subject, and how/where is that used
2.) Confirmation that our comments on how we fix the problem should go in the Resolution box
3.) What do people typically use "internal" for vs. resolution
4.) Should we be using speedsearch, and why? (how do others use it)
Any other comments/thoughts, etc, would be very helpful.
Sometimes I feel with our SLX installation, we got a Ferrari but we only drive it in 1st gear. All these cool features we're not using....
Tony
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Re: Best practices for ticket screen
Posted: 03 Mar 10 7:09 AM
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Hey Tony,
We have about 160,000 tickets in 9 years that SLX has been deployed here starting with version 4.
We primary use problem/resolution for exactly that. We also generate Estimates that go to to customer so anything we don't want customer to see goes in Internal only. in our case it maybe, "device damaged by customer as physical damage is apparent". Resolution gets printer on final invoice that goes out to customer. Speed search Rocks! It's essentially a knowledgebase that we only use internally, we have it indexing just about everything, notes, history, attachment, library, tickets (problem, resolution, internal) and tons of other custom fields we're created, in all about 2 million records.
Let me know if you have any specific questions.
Alex |
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Re: Best practices for ticket screen
Posted: 04 Mar 10 2:07 AM
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Hi Tony & Alex,
i can cap this 
We have exactly 181.828 records in the TICKET-table, the DB-Size is around 700MB with some accounts & contacts, we need SLX for receiving and storing customer-calls in our hotline-team
A business partner managed to import the tickets from the last two years from our old "ticketing-system", and also created a new "New ticket"-form that fits for our purposes ... (greetings to J. Engmann!) 
we need the problem & solution - fields as Alex descriped, works pretty good
the one thing i am concerned about is the slow performance, the clients' response time isn't stunning 
the other thing is thinking off an future update, all customizing done by me in several forms etc. must be adapth to the new version 
Alex, what about your database, what kind of database do you use, on what kind hardware? Currently we use MS-SLQ2000 on a P4@2,8GHz with 2GB RAM....
stay well an happy,
Marcus
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Re: Best practices for ticket screen
Posted: 05 Mar 10 4:36 AM
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We have been servicing a large cosmetic product making company for past five years with the help of SLX. Very happy customer and has been using extensivly for their call center operations in B2C environment.
Has been using Speedsearch, groups, Tickets (Area - category - Issue, Subject, problem, resolution ) extensively.
In case of any other queries let me know. We would be more than happy to assist you.
Thanks
Sandeep Gaykhe |
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Re: Best practices for ticket screen
Posted: 08 Mar 10 7:25 AM
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Marcus,
Our DB and SLX runs on the same Quad Xeon E5410 @ 2.33 with 4GB RAM with SQL 2005 Standard, with this config we have 40 LAN users, remote office with 20, and another 20 remote clients. i cant complain about performance but it mostly depends on how your queries and reports are written.
if i was going to brag I'd mention out history table with 534,665
hope this helps,
Alex |
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Re: Best practices for ticket screen
Posted: 11 Mar 10 7:14 AM
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Hello Alex,
we also use the same machine for hosting DB and SLX (fortunately we have no remotes), but your hardware specs seems to be "a little bit" better than our stuff
Queries and reports are mostly SLX-Standard, what kind of LAN do you use, Gigabit or Fast Ethernet?
Have a nice day
Marcus
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