Using the KB to view a list of supported departments
The list of departments that we support, including both Tier 1 (primary support) and Tier 2 (second to the local support) is provided in the Knowledge Base. To access it, go to http://www.bu.edu/tech/fm/kb. Click on Run Reports and you’ll see three different versions of the supported departments report (with varying levels of detail) that you can get by clicking a button.
You can also search by key word, just as you can for any other knowledge base topic. So, for example, if a call comes in requiring information about SSW support, you do not need to view the full list; simply search on “SSW” and you’ll find the information you need.
Any information, including these lists, can be exported from the KB into Excel format. This is best done by me through the FileMaker client. Note that you would only want to do that for short-term use since the KB data, including the supported departments data, is continually changing.
Also note that I can make new reports, or modify existing reports, based on any field in the KB. Reports are usually very quick and easy to generate, so just let me know!
– Alison (afox@bu.edu)