A trouble ticket system is a software system which works on multi-channel customer requests centralised management. It can help streamline work flow processes, track and solve requests more effectively and improve customer satisfaction. Ticket is this case is as same as medical report which records trouble description, process and result. Finally, it is archived after it closeshttp://doc.otrs.org/3.3/en/html/introduction.html.
Open-source Ticket Request System (OTRS), is a free, open-source and AGPLhttp://www.gnu.org/licenses/agpl-3.0.html licensed software packages. OTRS is separated into several components. From functional prespective, the main component is OTRS framework which includes all central functions for application and ticket system, including user interface, mail interface, tickets and system aspects.
OTRS is a web application and provides separately user-friendly interfaces for customers and agents. The interface is available in several modern web Browsers including mobile platforms. The web interface is allowed to customize to another theme or skin. OTRS has customizable and powerful agent dashboard design that agent could add his own ticket overview and check ticket statistics diagrams on it. Besides, report engine could be extended with a fem statistics and scheduling options. Process management allows user to define own ticket-based processes that ticket could automatic transfer to next state with minimum manual operation. OTRS has built-in rights management that could be extended with fine-grained access control lists (ACLs). 30s language support and multi-choice time zones make it adapts international operating environment well.
In main interface aspect, OTRS support for MIMEhttp://tools.ietf.org/html/rfc2046 emails with attachments. In order to increase security for sensitive content and improve searching speed, OTRS converts HTML into plain text messages automatically. When system receives a mail, mail will be filtered and preprocessed by pre-defined rights. For example, email contains ticket number will directly link to specified ticket. PGP and S/MIME standards are accepted to key/certificate management and email processing. Ticket could be responded based on pre-defined queue templates. Agents receive notification when ticket created, updated and whenever state change happened which improved follow-up of the ticket. In addition, agent could define customized follow-ups rule based on call, ticket or request. Ticket number is generated by system. Generation rule is modifiable.
OTRS saves external and internal communication information in tickets. Ticket is classified at least by queues. There are service ways to observe existing ticket based on tickets attributes. Ticket history is different from communication record, which indicates admin operation of ticket (system change, agent operation, etc.). Ticket could be operated by replying, forwarding, updating attributes and so on.
HPI: MR is a 70 y.o. male patient who presents to ER with constant, dull and RUQ abdominal pain onset yesterday that irradiate to the back of right shoulder. Client also c/o nauseas, vomiting and black stool x2 this morning. He reports that currently resides in an ALF; they called the ambulance after his second episodes of black stool. Pt reports he drank Pepto-Bismol yesterday evening without relief. Pt states that he never experienced similar symptoms in the past. Denies any CP, emesis, hematochezia or any other associated symptoms at this time. Client was found with past history gallbladder problems years ago.
The initial phase of this implementation is to focus our priorities on implementing this new technology at CanGo and to present a quality product, which will entail our coverage and research into the flexibility, costs, maintenance, capacity, space and the long-term benefits of CanGo investing in an ASRS. In addition, we will be reviewing and comparing the firm with other small firms and their utilization of their ASRS system and how a highly advanced system will bring flexibility, productivi...
...nce an incident that may not be seen as such by staff working in the same environment but, if the staffs have frequently witness that the same incident occur; they may stop reporting the incident. However, database application system can save charting time which could be utilized to provide care to residents. Administration function like medical records, risk assessments, daily reports and coding requires documentations from the service users` electronic medical record database to enhance the EHR, which link the EHR data with databases containing standardized assessment information from external healthcare systems. If the database is not similar as to what other healthcare systems use, it is impossible to share information from EHR database with other clinical application systems.
In October of 1992, the new computer aided dispatch system of the London Ambulance Service (LASCAD) failed to meet the demands of use and brought their operations to a standstill. Dispatchers could no longer locate ambulances, multiple ambulances showed up for the same calls, errors built up in the queue slowing the system down further, and callers became frustrated as the hours went by with no ambulance showing up (London Ambulance Service Unofficial, n.d.). In addition, it has been targeted for causing the deaths of approximately 20-30 people in the process, due to excessive wait times for transport to the hospital. This unfortunate incident is one of the poster children for examples of the ramifications of poor management and lack of process in software development.
Feedbacks and complaints – the company has official website and it is likely that customers will be booking their tickets and also making reservations from the website. Thus, feedbacks and complaints coming into the website within will be addressed with high priority, while service recovery package will be adopted where necessary. The overall essence is in line with the objective of making consumers satisfied and increase their overall repurchase and recommendation intention.
Support Quest wants to be able to gain and retain customers by providing superior service. To achieve this, we will allow the customer to choose their preferred form of communication which includes, phone, live chat, or email. We will also empower our agents to do whatever they can to fix the problem. One of the current biggest problems with customer support is that the agents are not able to satisfy the customers. In order to ensure that customers are not taking advantage of our friendly policies, we will create a database to track each
This case study is related to the computer glitch that happened in a bank. The Royal Bank of Scotland has caused millions of the customers unable to access their account. This incident happened is caused by a junior technician in India do not have the skills that are efficient in carrying out a given job.
New technologies are allowing us to do things faster, easier, and more efficiently than ever before. Almost every new innovation in technology improves the speed and productivity of any task at hand. Electronic mail (E-mail) is possibly one of the greatest things to happen to the world. Despite this, there are people who find difficulties in using either E-mail or conventional mail. To help decide whether to use E-mail or the United States postal Service, a comparison of each one’s speed, ease of use, reliability, and cost is a helping factor.
The convenience of this system will entice employees who have irregular work schedules that prevent them from venturing into their headquarters. It will enable these employees to conveniently update their information from virtually anywhere – streamlining the process, reduce the work for the HR department, increase the efficiency, and improve the accuracy of data.
Transaction Processing System is a must in every big organization to monitor each transaction made. Each transaction made is atomic which means related accounts or shipping or accounting matter, must be the same so that loss of data won’t happen. Wrong data entered is also detected earlier because of the well-integrated system that is related to the database
Customer service is constantly evolving. A few decades ago, businesses considered customer service an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace. Research reveals that “80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree”.
Electronic Mail, a means of communication that is growing at a very rapid rate. In this paper, I will write about introduction of e-mail, the advantage and disadvantage of e-mail, mailing lists, sending an e-mail message, sending attachments, e-mail improvement, and security features. Introduction of Electronic Mail Electronic mail (E-mail) has become popular and easy way of communication in this decade. E-mail is a method of sending and receiving document or message from one person to another. E-mail is not only replacement for postal mail and telephones, and also it is a new medium. E-mail send plain text, images, audio, spreadsheets, computer programs can attach to an e-mail message. Using the e-mail, you must have a computer on a network. The computer must require a modem and phone line. Sending and receiving e-mail needs an e-mail program. Every e-mail user requires an e-mail address. This e-mail address is similar to a postal address. E-mail address is written as username@domain, for instance, PCLEE@juno.com. The username is used for sending and receiving e-mail.
The consumer can use the middleman’s equipment to develop his own program and deliver it to the users through internet and servers.
The transportation industry (airline, railway, bus transit, automobile rental agencies) has undergone enormous changes in the way its customers purchase tickets and place reservations. The continuing popularity in e-commerce combined with the widespread increase in the number of people with internet access has caused an explosion in the number of...
Email (electronic mail) was one of the biggest breakthroughs in communication when the internet was commercialized. With email, it became possible to send messages and letters across the world in a matter of seconds to the recipients address. Email was used as an alternative to conventional mail or snail' mail, as the term was introduced to describe its speed. As technology improved, it became possible to attach' documents, photographs and even sound clips or songs to emails which made mail by post redundant. Emails used packet switching software whereby the email was broken down into packets' and sent via the internet to the recipient.