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I'm struggling with understanding how I can use Teamwork to help the workflow in my department. We are very similar to a help desk. We answer phone calls from employees and assist them with creating reports from our internal SQL databases. So, we do some very repetitive tasks every day. I would like to log these tasks and keep a record of them for future reference. I like the "Help Desk" section in Teamwork but I'm finding it difficult to use because its logs the tasks as "issues" which I then have to assign to a task which also has to be assigned to a project. Am I thinking this through correctly? I'm just looking for some help so I can use the product correctly. |
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You can for example set that the estimated work of your assignee on your "task" is load from issues. This can be set when you create the assignment. Then set that the progress of your task is by worklog (tag general in the task editor). Each time you create an issue and you assign someone to it you can set the estimated hours need by the user to complete it. When the user close the issue adding to it the worklog done you will see the progress of your task increase arriving at 100% when all your issues will be closed and the worklog recorded. |
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What you can do is create your projects with subtasks and assign to those tasks all the resources working on it. In the help desk page for every issue you can choose the task so, if the call center can identify the correct task they can directly add the issue to it, the project manager should then assign the new issue to the person that has to provide support. If the call center cannot identify the task you should create one more project where they add all the issues. The project manger should be subscribed to this task so that he/she is notified each time a new issue is added. When he/she find an issue that is related to one of her project she should move the issue to it and assign it to one of her resources. |
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Thank you Silvia. Let me see if I can give a relevant example. Lets say my department is a Technolgy Services department and we answer questions about Microsoft Word, Excel and Access. Let's also say I have a "specialist" assigned to each of Microsoft's products. Please let me know what you think about this example: I would setup one main project called "Microsoft Ongoing Questions" Under that, I would setup three tasks titled "Word", "Excel" and "Access". Then, as employees call with their questions, we would use the Help Desk portal to open "issues" under the individual tasks? |
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Yes! That is exactly what I mean. Does this solution fit your needs? |
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OK great, that helps to clear things up. Let me ask one more question relating to the above example. Let's say that we currently have NO open issues under the "Microsoft Ongoing Questions" project. Is there a way to keep this project from showing up on reports/portals that a supervisor might see? I want to make sure that a supervisor does not think that the project is an actual "project" because at the present time there are no resources being utilized. Should we keep the project with a status of something other than "active"? Also, can you think of any other project properties that I should give special consideration? I understand how to setup a project that is a true "project" but when it comes to setting up a project that is actually an ongoing collection of unrelated tasks...that's where things become confusing :) |
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Thanks Silvia. I will try this out. So far, I love the product. I hope to start using the demo at the workplace in the coming weeks. |
