We decided to keep the Web interface idea and moved the database to a Macintosh computer. With the Web-based tracking system on the Macintosh, we found the right combination of interface and performance. Assembling the initial system took less than a day. We used EveryWare's Tango software as a front-end to a Claris FileMaker database. All of our information technology staffers began using the tracking system consistently, and in January 1997 we opened the database to our campus users.
Users can also look up their calls, including the status of calls, by searching on a name.
Information technology personnel can enter and update calls, as well as look up calls by a number of criteria including staff member assigned, caller name, and department. We can provide additional management reports using the database's native report capabilities. Our early efforts showed that these were the two most important concerns for both our information technology staff and our users. To keep our system simple and response time fast, we've deliberately kept security barriers to a minimum. We only allow access to the Web server from computers behind our firewall.