Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Goldmine Tech Tip:

When you create an inquiry in HelpDesk then refer to another User, the activity will be on your Goldmine Calendar

Our original intest, when creating 'activities' in GoldMine was not to scheduled calendar events but rather to have a way to notify GoldMine users who are non-HelpDesk users, with a 'heads up' as to HelpDesk activities for the contact before calling.  The reason is that the resposible person for the HelpDesk issue is not the Goldmine user, but rather the HelpDesk user, which is where most all details about issues and inquiries are kept, including emails.

It would be a big undertaking for us to change the calendar entry than it might seem.  We have multiple points where helpdesk 'owners' are referred or changed (like auto escalation).  And 'how it might work' would depend also on how a particular company intended to operate.

All changes we make to Goldmine are done via the SDK (software developers kit) and are synchronized to remote Goldmine users.

Based on the complexity of the programming efforst, the diversity of how it might apply, and customer demans, this suggestion has been logged, but will probably not even be looked at for sometime in the future.