I have been looking at how to make improvements (in productivity) in our technical support team recently. One of the ‘tick list’ items I always put on job Descriptions (when advertising) is “Must h...

I got hold of Philip Laureano and we’ve been discussing the best way to make this available publically (we’ll probably lump for Sourceforge). Interestingly he also mentioned that someone else has ...

TaHoGen4 is an Open Source implementation of CodeSmith, completely rewritten (for .NET2.0) version of the TaHoGen code generation application by Philip Laureano (see his ‘old’ blog at http://blogs....

I logged a feature enhancement to allow the KB article RSS feed to include articles from ALL categories. This was set as a LOW PRIORIY by Kayako, but is a high priority for me – nothing else for i...

I found an issue in SupportSuite (3.0.0.32) where if a client (user) did a KB search they would get the subject line and first 255 characters of each result match – some of these matches would be P...

Saturday 15th April – drove from Rothesay (we were visiting for the Easter weekend) to Inveruglas to do Ben Vane and Ben Ime. It starts with a pleasant (if it wasn’t raining) 3K walk along the roa...

OK, so I’ve been modifying my (personal) organisational processes recently – how I track my tasks / projects etc… I’ve kind of moved over to Getting Things Done (GTD) by David Allen. It’s quick an...

Mr Burford and I went to a TechNet evening at Microsoft last night. The topic was ‘Exchange 12 Overview’ It proved to be very interesting, lots of good info. Below are some (sketchy) notes I made…...

This phone is getting very annoying. The user interface / experience is crappy, clunky and unintuitive. Samsung would do well to take a leave out of Nokia’s book – much slicker interfaces. The ann...

We found out on 27th Dec that Ruby has a little brother or sister on the way. 3rd September is the due date (by our initial calculations)…