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i/s Back Issues


Volume 13

No. 5   May/June 1998

New Paths to Computing Help from Information Systems

Barbara Goguen

In November, the Computing Help Desk moved to a new suite of help tools, now called CaseTracker. The email help tool was featured in the last issue of i/s; this article focuses on CaseTracker Web at http://casetracker.mit.edu/.

Getting Help via the Web
CaseTracker Web lets you submit computing problems to the Computing Help Desk and an expanding number of other groups in IS, and review and update your existing cases. CaseTracker Web uses certificates. You may already be familiar with or have certificates. If not, go to the "Getting Started" section of CaseTracker Web to read about and obtain them.

Clicking the button next to "Submit New Question" lets you enter information on a new computing problem. Your contact information is automatically filled in based on your certificate. Use the case history field to describe the problem as accurately as possible. Providing a one-line summary of the problem facilitates its speedy review.

You can view your cases by number or status (Any, Open, Closed). Pressing "Go" produces a list that includes case number, date of last activity, status, category, and a summary. To view the full description of a case, click on the case number. By selecting "Update Case," you can note additional information and steps you have tried.

Advantages
You don't have to wait in a phone queue during business hours.

  You can enter information exactly as you like and review it later.

  Recent cryptographic schemes, such as public keys (encode data with one key, decrypt it with another)

  You can check on the status of your case and read any new annotations made by consultants.

Guidelines
If you use CaseTracker Web, you can help in resolving your cases by following these guidelines:

1.  Make sure you have Web certificates before using CaseTracker Web.

2.  Describe your problem accurately, including any troubleshooting you have done. Use CaseTracker Web to keep the case record current and to monitor your outstanding cases.

3.  If you resolve a problem on your own that still appears in the database, use CaseTracker Web to close the case. This will keep Help Desk staff from contacting you about a problem you've already solved.


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