Lotus Notes database for Helpdesk Call tracking

[samirm]

Hi,
Sorry for this long Thread. I am very new to Lotus Notes development. I am not familiar with the codes. I am facing a problem, if anyone can help.

We are working from offshore and handling client. The client is having alerting mechanism for various system alerts which comes from different Unix box. All the alerts in ( simple mail )come in one lotus notes user say. samir@xyz.com

All offshore guys take action on those alerts and keep track of each activities in a excel sheet, based on that we charge to Client.

Now I want to prepare a Lotus Notes tool, where I will put all these alerts ( as the mail ) ..and will be start_time and end_time, ticket_number, close, hold, open button etc. And also during month end I may generate report in excel sheet ( csv file etc. ) for the performance report . analysis ( which will also judge individual appraisal ).

Is there any ready made tool available ? or if anyone can share ideas with the example ..will be very much helpful to me.

Presently I am using Lotus Notes Release 5

Thanking you ..in advance for them, who are going to reply of this thread.

Sam

 

[BocaBurger]

You really need a real CRM or or Support program.
It is possible to do some really fancy stuff in Notes, but not as a new developer.

BocaBurger
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The pen is mightier than the sword, but the sword hurts more!

 

[Troodos]

Tip: Take a look into OpenNTF dot org, there is several projects in there that could be possible to utilize for your scenario. I doubt that you will find exact what your looking for, but when 'signed up' for openNTF you can browse what's there. If lucky, you might find something covering your needs 70-80%

(Lotus' Sandbox can also be worth a look...)

Brgds,

TrooDOS

 

[samirm]

thanks Troodos ...

I have collected few more inputs from that site ...

Many thanks