From: brydon@asl.SINet.slb.com (Harvey Brydon <brydon@asl.sinet.slb.com>)
Newsgroups: comp.databases
Subject: Re: Work Request Tracking System SUMMARY
Date: 6 Apr 92 13:44:56 GMT
Reply-To: brydon@asl.sinet.slb.com
Organization: Schlumberger/Anadrill Sugar Land, TX

In article <1992Apr3.102853.1@ucs.adelaide.edu.au>, bjones@ucs.adelaide.edu.au
(Bob Jones) writes:
>
>        About a month ago I issued an RFI on "Work Request Tracking Systems"
>to comp.admin.policy, comp.databases and comp.os.vms groups.
>As a result of that request I have assembled a summary of the replies I
>received including the original RFI.
>
>        I thank all the respondents for taking the time to answer my request.
>Many I replied to via E-Mail and I hope you all received my replies as I had
>problems with the net at the time.
>
>        Thanks again to you all from down under
>
>~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

I didn't see your original article.  If you are looking for a help desk type
of package, I wrote one myself from DCL that is ugly in implementation but it
works well for us.  Every request shows up on the system as a separate file.
I have routines for generating reports of outstanding and completed requests.
Here is an example of each (132 column mode):

 
Summary of outstanding requests as of  6-APR-1992 08:32:42                    Page     1
Number   Requestor    Requested   Assigned to  Description
------------------------------------------------------------------------------------------------------------------------------------
00002569 FRANK        1989-02-03  BRYDON       ASLCL1::LUSER doesn't start DPC$STARTUP correctly
00002570 FRANK        1989-02-03  BRYDON       ASLVX1::IDGWRK DPC applications work, ASLVX1::LUSER DPC applications don't
00004998 GOODMAN      1989-08-30  BRYDON       Check on telex CDC availability
...
00018221 BATES        1992-04-03  KEUTHAN      Train secretaries on MAIL
00018223 LWD          1992-04-03  KEUTHAN      Gordon wants to telnet to CM

Total number of outstanding requests:   120



 
Summary of completed requests as of  6-APR-1992 08:32:42                    Page     1
Number   Requestor   Completor   Completed   Description
------------------------------------------------------------------------------------------------------------------------------------
00016886 FLOURNOY    SWETLIK     1992-04-02  BORROWED 15 BRAND NEW 9-TRACK TAPES...WILL RETURN THEM IN A WEEK
00016961 ALL         KEUTHAN     1992-04-02  Plan for 8600 replacement
...
00018214 FLOURNOY    BRYDON      1992-04-03  Problems geting outside of SLB from ASLSU1
00018222 STEVENS     KEUTHAN     1992-04-03  Help with fonts, excel upgrade
00018224 HARDIN      KEUTHAN     1992-04-03  Needs VAX user guide, SINet

Summary of completed requests as of  6-APR-1992 08:32:42                    Page     2
Number   Requestor   Completor   Completed   Description
------------------------------------------------------------------------------------------------------------------------------------

       Summary of requests by group:

         ADMIN            4      6.90 %
         ADV6             2      3.45 %
         ADVANCE          3      5.17 %
         ALL              6     10.34 %
         ANSWER           6     10.34 %
         DSOFT            1      1.72 %
         EA               3      5.17 %
         ISS              2      3.45 %
         M1               5      8.62 %
         MANUFAC          4      6.90 %
         MWD             12     20.69 %
         NSA              1      1.72 %
         SENSOR           1      1.72 %
         SL               1      1.72 %
         SURFACE          3      5.17 %
         SWQ              2      3.45 %
         SWS              1      1.72 %
         Unknown          1      1.72 %

Total number of completed requests:    58


You are welcome to a copy of it for yourself for your own use with no
redistribution.  You'll need to do a bit of editting of the command procedures
to point to the right directories, enable appropriate usernames, etc.

____________________________________________________________________________
Harvey Brydon         | Internet:   brydon@asl.sinet.slb.com
Schlumberger Anadrill | FAX:        (713)274-8399
200 Macco Blvd        | Telex:      1565030001 SINET ASL SLB
Sugar Land, TX 77478  | P.O.T.S.:   (713)274-8000 x8281 or 274-8281 (d.i.d.)
 Kubrick fans will note that the HAL 9000 became operational on 12-JAN-1992.