Postives:

• Being able to track the number of requests and the solutions to the issues

• Screenshots can also be attached of the issues

• ChildPlus had a demo module set up with reports that were able to be customized for our program

Drawbacks:

• Having to run a report to regularly look for new requests for support

• Staff that needed a password reset of having access issues ot ChildPlus would not be able to utilize this tool

Option 2 was created through Internal Monitoring in CP Online

Positives:

• Tasks can be assigned to other people

• Screenshots can also be attached of the issues

• Reports are already set up to pull the information entered

Drawbacks:

• Response collection of answers is clunkier than the module designer as it is meant to be used as more of a checklist format

• While tasks can be assigned, those people would have to regularly monitor their To Do List to see new requests assisgned to them or run a report

  
  

Option 3 was created through Google Forms

Positives:

• Conditional questions/answers can shorten the data collection process

• Answers are automatically collected in a spreadsheet that can be modified to add a column to show the submission status and a column to show support solutions

• Email notifications can be set up to automatically email multiple staff

• Accessible to staff who cannot access ChildPlus to submit requests

Drawbacks:

• A new process for staff

While I was at the Scramble and then out sick I had a lot of support requests come through my e-mail. Based on some things I learned at the Scramble that might not be the best way to handle those so I created a CESA #11 ChildPlus Support Desk that we can give selective access to so that all requests come into one place. I think the To-Do List can be used to monitor ( I need to look more into that) .  What do you think? It wouldn't work for people that forgot their passwords, but maybe their CDs or CAs cut put in the support request for them?

• Date

• Person

• Site

• Position

• Version of ChildPlus

• Priority Level

• Support Request Area

• Problem Description

• Innovation ideas/requests for software modification