Creating a database for common error messages

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TechChris

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Hello to all. This is my first post on this forum. I'm currently working on a database for my company and would like to get some more guidance from you all. I work at a helpdesk. I'm trying to create a database that allows me to search for common error messages. My co-workers and I would be inputting the messages. I would like to be able to set up a query to search for these messages for future troubleshooting. I’m just looking for a start on what the tables and fields should be and how we can input the messages. All help is greatly appreciated.
 
Ok, I think I have the tables and fields setup but I just need the query setup so I can type what I want in a search box.
 
Hello TechChris

Unfortunely it sounds like you are asking us to design and build your database. If you follwed the Access Rules for creating the databse tables and structure that is a good place to start. Once you are sure of your structure and direction only you can decide what kind of fields and data you are going to want. The people on this forum are the greatest and can answer just about any question or problem that you may have once you are at the point of knowing exactly what you want from your database.

Good Luck,

Don
 
Having once designed a help desk database (never got the funding to implement it...), we learned that there are many ways to do this, but the best way is to know EXACTLY what the error messages will resemble.

For example, VBA messages are a number and some text. The text involves lots of file names and other parameters, but the number is always the same. So you might have fields that say, "VBA", "2079" - meaning this is VBA number 2079. Another entry might say "WINXP", "EXC 5" - meaning a WINXP error with exception code 5.

The essence is to identify the part that is invariant and then know what to ask your caller.

On the other side of the coin, do you charge back for each call? (I.e. is this a pay-per-service, warranty, contract thing - or a business's internal thing?) Find out how you need to record information that will account for your time. Trust me, someone is eventually going to want to know that.

Not to discourage you, but there are some really good packages out there that already handle help desk stuff. There is even an organization of help desk support workers and they have neat conventions. I cannot tell you the cost of doing so, but if it is going to be a large enough organization, you might want to look like a genius and suggest not re-inventing the wheel.
 

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