[sllug-members]: small contract available

[D. Turnbull]

Hello all,

I have a small contract ($300) available for anyone who can get a
web-based helpdesk system up and running for a DharmaTech, a local
nonprofit organization. If you're interested/available, please contact
me directly at turnbud [at] gmail [dot] com. Read on for system
requirements.

Regards,

Dave Turnbull

**Support Ticket Process Requirements**

Definitions
Requester: the party requesting support
System: the support request and job tracking system (a web interface,
database, email system, etc.)

Steps in the Support Ticket Process
1.Requester logs in to support web site (http://support.dharmatech.org)[1]
2.Requester creates a support request ticket with the following information:
   a)Title
   b)Description
   c)Priority:[2]
      i.High (to be resolved within 48 hours)
      ii.Normal (to be resolved within two weeks)
      iii.Low (to be resolved within a month, like a "wish list")
3.System auto-assigns support tickets to support account(s)
4.System emails support address(es) with notification of new ticket creation[3]
5.DharmaTech needs to be able to track impact and outcome, primarily
by tracking the number of lost hours (by client, before problem is
resolved) and by tracking the number of hours DharmaTech invests in
solving the problem.
6.Client must be able to login to the system and see status of their
tickets, sortable by (at least) date and status. Status states are:
   a)new
   b)open
   c)hold
   d)closed
   e)closed/measured (for impact tracking)
7.DharmaTech needs to be able to run reports, including a list of
issues and their states

Notes:
[1] An organization gets a user name and password to the support
system as part of new-client creation process. All support requests
for an organization will be entered via that single account.
[2] Interface should contain information explaining priority level
meanings, so end-users can assign priority accurately.
[3] At time of document creation, the applicable email addresses are
dtsupport at dharmatech.org and sammy at usicomputer.com