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.

Questions – Comments

Information Data Exchange Solutions

info@idesolutions.netwww.idesolutions.net

308.865.5664 ext. 291