Using web forms for support is an effective way of gathering crucial data and has many advantages over other methods.
- Web forms can restrict data coming in to ensure that requests cannot be completed without adequate information
- Avoid duplication of requests
- Identify common issues and trends
- Where the end user wishes to request multiple items in a single request that each item is either broken down into separate requests to provide realistic timescales and costing.
- Embedding powershell scripts the forms can gather information and pre populate fields, with useful information such as location, hard disk space, RAM, service packs, software installed etc.
- In multi-site companies were applications are deployed from the local designated server, the page can identify whether the software is at the location or need to be copied across
- Web forms can offer possible solutions based on the collation of information
Using a software request as an example a web form can do the following
Restrict the choice of standard software or if required take the requester down the non-standard request route. When a user requests standard software using a form costs and prerequisites can be displayed.
The form will gather all the important information and can also send a message to the person whose role is to authorise software/hardware. This person could then login and either accept or deny the request basing his decision on the information that is displayed on this page such as current status of licensing, who has which computers and cost. Once the manager has either authorised or denied the request the requester can be automatically be notified and the request can be issued as a task for IT and Procurement. The status of this request should display at all times so that unnecessary calls are not made to IT,