IT Help Desk

The Problems table serves as the primary repository for logging help desk issues. Each record includes a Ref Num that uniquely identifies the problem, along with details such as the User and User Name who reported the issue, the Equipment involved, and the assigned Support Staff. Fields like Status, Priority, and Problem Description provide context about the severity of the issue and its current state. Once the issue is resolved, the Resolution Description and Fix Datetime fields document how and when the problem was fixed, creating a complete history of the incident.

The Equipment table stores key information about all IT assets, including each item's Serial Number, Manufacturer Name, and Model Name. It also tracks when the equipment was acquired (Date Acquired) and when it was retired from use (Date Disposed), ensuring up-to-date records of available equipment and its usage history.

The Staff Skills table catalogs the specific skills and expertise of the support staff. Each record contains the Support Staff Name, along with the relevant Code that specifies their skill, and Date Obtained to track the time of skill acquisition. This allows for efficient assignment of staff to problems based on their skill sets.

The Support Staff table details the employees responsible for resolving technical issues. It includes essential contact information such as Phone, Email, and Location, as well as employment dates (Date Joined, Date Left) to track active support personnel.

The Histories table provides a log of equipment ownership over time, linking Equipment Serial Number with the User Name and dates for when the equipment was Date Owned and Date Released. This table allows for tracing which users had access to particular pieces of equipment at different times.

The Users table stores information about the individuals who interact with the IT help desk. Each record includes the Name, Phone, and Email of the user, along with additional details like their Address and user-specific Type, which may categorize users by department or level of access.

Together, these tables work in unison to track the lifecycle of technical issues, from initial problem reporting to final resolution, while maintaining detailed records of equipment and staff involvement in the process.