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Automating user request processing with EARP

Developing, organizing, staffing and operating a centralized “Help Desk” facility at a campus computing center can be a daunting task, particularly in the face of personnel shortages and limited budgets. SUNY Oswego, a liberal arts college of over 8,000 students and 1,000 faculty and staff, began the process of implementing a computer Help Desk for the Instructional Computing Center (ICC) over two years ago. Help requests are received as walk-in, telephone, or e-mail queries. As many of our students are non-traditional (working adults, frequently with young families), help should be available for as many hours a day as possible and response time should be measured in minutes and hours rather than days. We have turned to the emerging computer networking technologies for assistance in developing and maintaining a high level of user support. We report here on one such effort in developing a web-based user support database program (EARP the Easily Adjustable Response Processor).