AR System activities include setting up schemas, submitting ARs, querying the database to find similar ARs or to check on the progress being made on a specific AR, and resolving ARs. The figure below shows the flow of these activities through the AR System.
The AR System administrator is responsible for setting up schemas. Once a schema is established, end users and support staff can submit ARs and query the database as needed, within their allowed permissions.
ARs can enter the system in several ways:
Typically end users notify support staff of problems and service requests by submitting ARs. Submitters can be notified of actions taken on their request and can also query the database for the status of their request. Support staff can be alerted at their workstation (or any workstation where they are logged in) of the arrival of new ARs. Incoming ARs are assigned by the manager, or they can be automatically assigned based on field values in the AR. The assignment of ARs can be changed if necessary.
The query facility assists support staff in resolving ARs by providing a versatile tap into a growing knowledge and experience base. As problems are resolved, the staff can keep a history in diary fields. This history can help provide answers to future problems.
The AR System macro facility lets the support staff automate frequently performed operations, such as creating daily reports or performing a query that produces a list of high priority problems.
When an AR is resolved, the end user can be notified through either the Notification Tool, electronic mail, or the telephone. The AR is now part of an experience base to be drawn upon in the future.
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