Tech Computer Center User Consultant Handbook |  |
Tech Computer Center User Consultant Handbook | |
In order to reduce the amount of email that each UC needs to parse please take the time to distinguish between messages that need to be seen by all UCs and those that only need to be seen by the UC on duty at the Help Desk.
If the message only needs to be brought to the attention of the UC on duty then please restrict your mailing to account “<uc>”.
If the message needs to be seen by all UCs then you should email to “<tcc-uc>”.
If the message should be of immediate concern to the UC on duty, but should still be seen by all UCs then email to “<uc>” and cc: to “<tcc-uc>”.
This scoping consideration should also be applied when sending email to others in the TCC. (It is really doubtful that every message anybody sends needs to go to “<tcc-all>”.) Please take the time to choose an appropriate mail alias when emailing to a group of people.
Remember to check voice-mail (Section 9.7, “ Command summary for voice mail messages ”), on both the Help Desk phone and the Office phone, and to read email to the <uc> account periodically while you're on duty (Help Desk or Office).
The idea behind <uc> mail is that most of the email to <uc> is only of short term interest (like reports of the printers having problems) and sending it to <uc> instead of <tcc-uc> keeps the traffic in the mail boxes of off-duty UCs a bit more manageable (about half to a quarter of what it would be). Keep in mind that people will report problems using mail to the UC account and that they will also ask for information that way.
Each time you login as "uc" be sure to check mail (this should happen every time you start a Help Desk shift). Delete any spam messages. Any requests for help, or information, are to be turned into tickets. This will help to keep us from forgetting to address things. It should also help speed resolution as the problems get transferred to an appropriate party (usually a UC) soon after ticket creation.
Once a message (voice or email) has been turned into a ticket (email can be forwarded to ticket@nmt.edu. Be sure to set appropriate values for the tickets fields (using xt3) of all tickets created this way. Delete the message from the UC mailbox once you know it is in the ticket system. Before deleting any message that should be turned into a ticket make sure that a ticket for it has been created (or it has been added to an appropriate ticket).
Remember to keep the UC mail box clean by deleting messages that have been addressed. (Don't leave spam messages there.)