A Web-based technical assistance center

The Web-based technical assistance center presented in this paper offers an efficient solution to ensure a consistently high level of technical service to the end-users or customers, thereby increasing the productivity of support center staff. The Web-based technical assistance center tracks and manages technical service calls. It allows users to enter and track the status of service requests at their own workstation. Requests are categorized based on the application systems and the type of fixes, for more useful reporting. For convenience and efficiency, the service displays automatically any known information, and prompts lists of predefined values in appropriate boxes, for quick selection. For each application, the system administrator can set up an escalation path and a required response time for each level of support