Open Door Information Exchange (ODIE)

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Open Door Information Exchange (ODIE)
Enhancing Communication and Accountability Alan
Wibbels Nate McClenahan
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User friendly quickly deployable

• Web-based, password protected
• Accessible anytime, anywhere
• Services single buildings and/or enterprise
  operations
• Modular and customizable
• Fully searchable
• Scalable

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Enhanced customer communication

• End user submits request
• Ticket created
• Forwarded to dispatch
• Assigned to queue
• Alarms e-mails key personnel

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ODIE homepage accessible without login
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Password protected
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Dynamically generatedtickets based on
loginSample end user Helpdesk ticket
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Dynamically generatedtickets based on
loginSample end user vehicle maintenance
ticket
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Ticket

• Problem description
• Contains memos documenting the dialog of key
  parties
• Placed in dispatch until assigned to a queue
• Closed upon resolution

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Queues

• Contain individuals that act as a workgroup for
  related problems
• Tickets are assigned to queues
• Updated tickets generate alarms for all in the
  queue
• Allows for directed advancement of problems to
  other workgroups

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Dispatch

• Managed by dispatcher(s)
• Entry point for all tickets

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User having a problem with syncing Palm opens a
ticket
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E-mail notification sent to everyone in Dispatch
Queue
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Ticket updated and dispatched to appropriate
queue
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Generates alarm
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Ticket updated and/or closed
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Helpdesk Problem Resolution Example
CoolSchool
A user (Pat) has a problem and submits it on ODIE.
User Pat has a problem
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Helpdesk Problem Resolution Example
CoolSchool
The problem ticket is placed in the schools
dispatch, which is managed by Bob.
User Pat has a problem
CoolSchool Dispatch managed by Bob
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Helpdesk Problem Resolution Example
CoolSchool
Bob can place the ticket in either of two queues
in the district Windows or Macintosh.
User Pat has a problem
CoolSchool Dispatch managed by Bob
Windows Queue
Macintosh Queue
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Helpdesk Problem Resolution Example
CoolSchool
Bob uses the queues to coordinate problem
resolution with Julie, the other LAN Manager.
User Pat has a problem
CoolSchool Dispatch managed by Bob
Windows Queue contains Bob and Julie
Macintosh Queue contains Julie
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Tiered Problem Resolution Bottom up
Agency A
Eric submits a problem.
User Eric has a problem
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Tiered Problem Resolution Bottom up
Agency A
Susan, the administrative assistant, looks at the
problem and determines she needs to have her
supervisor look into the problem. So Susan
escalates the problem to the supervisor queue.
Agency As Dispatch is managed by Susan
User Eric has a problem
Supervisor Queue
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Tiered Problem Resolution Bottom up
Agency A
Fred and Mary are alerted to the problem, and
all users in the chain are notified of any
updates to the problem ticket.
Agency As Dispatch managed by Susan
User Eric has a problem
Supervisor Queue contains Fred, a manager, and
Mary, a human resources manager
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Tiered Problem Resolution Bottom up
Agency A
After discussion, the supervisors decide to
advance the problem to the director. The
director is only notified after the supervisors
and administrative assistants have already
addressed the problem.
Agency As Dispatch managed by Susan
User Eric has a problem
Supervisor Queue contains Fred, a manager, and
Mary, a human resources manager
Directors Queue contains James, Director of
Personnel
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Tiered Problem Resolution Top down
Company B
Larry has a problem and submits it to a queue
managed by an administrative assistant, and
monitored by the supervisor. This allows all
further communications to be monitored by the
supervisor.
Company Bs Dispatch managed by Jane, an
administrative assistant, and monitored by Ted,
the supervisor
User Larry has a problem
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Tiered Problem Resolution Top down
Company B
Company Bs Dispatch managed by Jane, an
administrative assistant, and monitored by Ted,
the supervisor
Jane can dispatch the problem to the appropriate
queue.
User Larry has a problem
HR Queue contains William, a human resource
manager
Marketing Queue contains three marketing managers
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Searching capabilities allow users to locate
tickets by number or keyword
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Efficient, flexible, cost-effective

• Helpdesk
• Inventory control
• Device management
• Fleet maintenance
• Time management
• Project tracking

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User friendly quickly deployable

• Web-based, password protected
• Accessible anytime, anywhere
• Services single buildings and/or enterprise
  operations
• Modular and customizable
• Fully searchable
• Scalable

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ODIE can easily be customized to track or manage
almost any process or project in which data
manipulation is critical.
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Questions CommentsInformation Data Exchange
Solutionsinfo_at_idesolutions.netwww.idesolutions.
net308.865.5664 ext. 291