The help desk solution will be used by a number of user roles, each with its own goals and requirements. The following brief descriptions detail the roles that you will be taking into consideration when designing this solution.
End users will be entering information into the help desk solution to create a service request. End users will also periodically check back for status updates on their requests. Ideally, some form of communication about request status will be automated.
Help Desk User
The help desk user will be reviewing incoming requests, assigning them to the correct user for resolution, and updating service requests throughout their life cycle. If a service request has been entered but not worked on for a specified ...