How the things going around helpdesk in supporting live BW system

Hi experts,
I have no hands-on experience in help desk environment. I like to know the set-up of a supporting environment of BW for day to day maintenance. I mean not BW specific work but general functions around you... for example how you receive calls, how you priorities work, what mode of communications or record keeping do. Just the underline organization.
Thks

You should have a log system to create a support ticket system. When user calls for support, you should assign the ticket with priorities. Example,
Priority 1 - Production system down affect everyone.
Priority 2 - Production system problem affect a big group of users.
Priority 3 - Production/Q/D systems issues affect a small group of users.
Priority 4 - Production/Q/D systems issues affect a user.
you can set as many as priorities you like and rules for responds time.
like within 3 hours, 6 hours and days. depends on the priority.
Good Luck,
CL

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I don't know the reason why you are using words like .....(given below) in your post. Please remember that members are not crazy about points. It doesn't earn any money or recognition. Do we know great gurus who earned thousands of points earlier in these forums. Once they are inactive, nobody remembers them. We are not favouring others by assigning points. It is a way of expressing your thanks for getting the help. People are not wasting your time, they are spending their time trying to help you. It is not compulsory for you to go thro all the posts and hence you shouldn't comment on the posts made. If you are not happy, please donot use this forum.
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How the things going around helpdesk in supporting live BW system

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