mcdonald%loki.edsg@UMIX.CC.UMICH.EDU (louis mcdonald) (02/19/89)
This is a question for all Apollo Sys Admins, and users who may be able to also provide input. At our site, we have 2 sys admins for ~70 Apollos, ~7 printers and a couple of plotters. On top of this, they have also be given the responsibility of maintaining IBM PCs and Macs (~30). My question deals with how they can better respond to the demands of the user community they serve. A large percent of the users usually track one of the sys admins down when a problem occurs, and in some cases, DEMAND it be fixed NOW. Our admins did create a dialog/mail interface for filing problems, but after they receive it, you have to call them to find out status. What I would like to known from other sys admins is: 1) What is your policy for handling user problem reports? 2) Does anyone have an automated report/status system for users? This means they file a report electronically, and can query the system for status of the filed report. 3) How much success have you had, and does all interfacing management agree to the procedure? This can be a big factor for a policy to succeed. There is nothing worse than have a policy in affect, and then have management go around it. As a user, I feel sys admins have a thankless job, and I am mainly interested in helping ours have an easier time. 4) Do you (sys admins) feel this electronic SIG for Apollo users is useful for sys admins? All input would be greatly appreciated.... Louis McDonald mcdonald%loki.edsg@hac2arpa.hac.com
mcdonald%loki.edsg@HAC2ARPA.HAC.COM (louis mcdonald) (02/21/89)
I recently sent out a question to sys admins.
NOTE: due to a error with our sendmail.cf, my return address was wrong.
It is: mcdonald%loki.edsg@hac2arpa.hac.com
not: mcdonald%loki.edsg@umix.cc.umich.edu
Louis McDonald