Forgot your password?
Support System
Androgogic uses a ticket based tracking system for provision of support.
The Androgogic customer support task tracking system is built on the Open Source Request Tracker and is available to Androgogic customers on a 24x7 basis.
The business process we use with this system is as follows:
1. b. Person logged in to the support system submits a new task - they can either leave it unassigned (probably best) or, if they know for sure who should do it, assign to them. If left unassigned, the on-duty support Androgogue will then check it and assign it to the right person.
2. a. (i) Needs more info: assignee asks the questions needed and assigns to the target person for an answer - if asking someone who is not a named Tracker user, leaves it assigned to self.
2.a. (ii) The target assigned person answers the question and assigns the task back (note this last step is very important)
2. b. Completes what needs to be done and:
(i) if the original requester is a named Tracker user, assigns it to the them to check and resolve if they are happy with it ; or
(ii) if the requester is not a named tracker user, resolves the item and lets the original requester know to check the task is done and that they can reopen if they need to by replying to the email
3.a. Where the original requester is a named Tracker user, they check the task and then resolve, ideally with a note
3.b. Where the original requester is not a named Tracker user, the task will have been resolved by the Androgogue - to be reopened if the original requester comes back with more things needed on the task
3.c. Androgogic staff will periodically negotiate with task owners to resolve long standing but complete tasks
Checking tasks
If you have a login to the tracker, you can check tasks in the web interface. You should check and action or resolve tasks or you will have an increasing number of tasks in the list assigned
to you. It is important that you check these. To do this:
If you have any questions or want specific training on the system, please contact support@androgogic.com or call 1300 682 114.
The business process we use with this system is as follows:
Submitting a new support task
1. a. Person submits tracker task by email - this can be anyone and the task will appear on the unassigned list (middle bottom of the support system homepage). The on-duty support Androgogue will then check it and assign it to the right person; or1. b. Person logged in to the support system submits a new task - they can either leave it unassigned (probably best) or, if they know for sure who should do it, assign to them. If left unassigned, the on-duty support Androgogue will then check it and assign it to the right person.
Working on the task
Once the task has been assigned, the assignee will do what needs to be done. This could be:2. a. (i) Needs more info: assignee asks the questions needed and assigns to the target person for an answer - if asking someone who is not a named Tracker user, leaves it assigned to self.
2.a. (ii) The target assigned person answers the question and assigns the task back (note this last step is very important)
2. b. Completes what needs to be done and:
(i) if the original requester is a named Tracker user, assigns it to the them to check and resolve if they are happy with it ; or
(ii) if the requester is not a named tracker user, resolves the item and lets the original requester know to check the task is done and that they can reopen if they need to by replying to the email
Closing ('resolving') the task
Once the task has been completed, it should have been passed back to the original requester (in most cases these are named Tracker users and will be Androgogic customers rather than Androgogues).3.a. Where the original requester is a named Tracker user, they check the task and then resolve, ideally with a note
3.b. Where the original requester is not a named Tracker user, the task will have been resolved by the Androgogue - to be reopened if the original requester comes back with more things needed on the task
3.c. Androgogic staff will periodically negotiate with task owners to resolve long standing but complete tasks
Checking tasks
If you have a login to the tracker, you can check tasks in the web interface. You should check and action or resolve tasks or you will have an increasing number of tasks in the list assigned
to you. It is important that you check these. To do this:- Login to the Tracker system
- On the homepage, on the top-middle there is a list titled '10 highest priority tickets I own'. This list shows the top (oldest) ten tasks on your list. Click on the title to reveal all the tasks on your list.
- you are working on
- are waiting for a non-named Tracker users to answer a question or provide something
-
are waiting for you to check and resolve
eLFA paper on Educational Technology architecture
