Just so that you don't think I have disappeared off the radar or that I am not addressing the issues raised here I am pleased to inform you that His Dudeness and Clive Watson have agreed to assist.
I will discuss some ideas with them and use them as a reality check when creating any process, procedure or spec for new software/hardware.
I will post here when I have something meaningful to say. PMs from other contributors are always welcome.
Don't forget to look at the E-Helpdesk training package (link on the first post). I know it is not useful to bizjet users in its present state but if we start to discuss an m-Helpdesk you will at least have a point of reference.
flowman