Track Help Desk Issues Using Access
Create a table with the following fields:
Help Desk Caller ID. Make this an AutoNumber type.
STATUS. Create a related table called tblStatusCodes with entries in the chrStatus field such as Pending, Complete, and On Hold. Create a combo box that uses this table as its Row Source Type. For the Row Source, use a SQL command in the form Select chrStatus from tblStatusCodes.
CATEGORY. Create a related table called tblCategories with entries in the chrCategory field such as Hardware, Software, E-mail, and so on. Create a property; use an SQL command in the form Select chrCategory from tblCategories.
DATE REPORTED. Make this a short date type and use it to enter the date of the help desk call.
REPORTED BY. In this text field, enter the name of the person who reported the problem.
ISSUE. In this memo field, enter a full description of the problem.
RESOLUTION. In this memo field, enter a full description of the resolution.
DATE RESOLVED. In this short date field, enter the date the issue was resolved or closed.
Once you've set up your Issues table, you can set up reports tied to queries that print the records you need in order to manage the workload. For instance, in your help desk staff meeting, you might run a report that shows only the open or pending issues.