Hello,
After some weeks of testing in a dev environment, we're about ready to put ARS 7.0.1 along with Incident and Problem Management into production. I've purged the licenses from the current production server so we have 60 days to get everyone up and running on the new server. The question is how to go about flipping the switch. Management wants to slowly (over a 3 - 4 week period) migrate support people with fixed/floating licenses from the old server in order to not slow down production. All of our customers are internal users and usually need help right away, not a few hours later. Surely there must be a better way. I think if everyone is trained on the new system we should be able to move everyone over at one time. We have 4 - 5 people manning the phones at the Help Desk and they take approximately 150 calls per day, along with emails and forms for user access changes. I can do a daily transfer of tickets remaining open to the new server but that's a nightmare in itself. If two phone support people are on the old system and they get calls on tickets entered into the new system that day, that customer will see a delay in service while waiting for the support person on the new system to get back to them. Anyone have an idea that's probably staring me in the face? Thanks, Ricki Haines ----------------------------------------- _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this e-mail in error please notify the originator of the message. This footer also confirms that this e-mail message has been scanned for the presence of computer viruses. Any views expressed in this message are those of the individual sender, except where the sender specifies and with authority, states them to be the views of Liberty. Scanning of this message and addition of this footer is performed by filtering software in conjunction with virus detection software. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
