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How do you do....it? Thread, call logging system? in Technical; Hello, I was wondering what others use for the call logging software? I have tried spiceworks but dont really seem ...
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    call logging system?

    Hello,

    I was wondering what others use for the call logging software? I have tried spiceworks but dont really seem to get on with it.

    do you know anything "out of the box" , that has the following features:-

    1) is web based for access via any device.
    1a) Web dashboard with open calls / network monioring ( ping status's etc)
    2) email to auto log call / ticket
    3) auto emailer for call / ticket updates
    4) auto log call on network event ( e.eg. ping loss, network event etc)

    thats all really, surprised I cannot find one other than Spiceworks,

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    Edu-IT's Avatar
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    OP Smartdesk, www.opsmartdesk.com, will not most of that. Not number 4 though but you could use something like Nagios to do that part then email the desk.

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  4. Thanks to british_government from:

    TheScarfedOne (12th December 2012)

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    I believe System Center Service Manager can manage all 4

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    TheScarfedOne (12th December 2012)

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    We use Web Help Desk - Great product. Does all not do number 4

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    Quote Originally Posted by Firefox View Post
    I believe System Center Service Manager can manage all 4
    I've been meaning to try that for the past year, meant to be based on ITIL so should cover Configuration Management and related items as well

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    Using System Center Service Manager 2012, needs quite a bit of setting up for small environments (designed for large orgs so need to turn off / hide a lot of stuff) but doing the job at the moment and very cost effective with schools MS licensing. The user web portal is popular and well presented but the reporting is taking a bit of getting used to.

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    Quote Originally Posted by Edu-IT View Post
    OP Smartdesk, www.opsmartdesk.com, will not most of that. Not number 4 though but you could use something like Nagios to do that part then email the desk.
    OPSD could be made to do number 4 quite easily well when I say easily I mean @ICTNUT could make it do that

    Ben

  11. Thanks to plexer from:

    ICTNUT (12th November 2012)

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    looking forwrd to testing System Center Service Manager 2012 , shame OPDK doesn't have a download trial ( just a online demo)

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    glennda's Avatar
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    Request Tracker - free open source and works very well.

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    ICTNUT's Avatar
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    Quote Originally Posted by andydis View Post
    looking forwrd to testing System Center Service Manager 2012 , shame OPDK doesn't have a download trial ( just a online demo)
    We should have a downloadable demo version in the next couple of weeks just working out a few issues with it at the moment.

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    ICTNUT's Avatar
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    Quote Originally Posted by andydis View Post
    Hello,

    I was wondering what others use for the call logging software? I have tried spiceworks but dont really seem to get on with it.

    do you know anything "out of the box" , that has the following features:-

    1) is web based for access via any device.
    1a) Web dashboard with open calls / network monioring ( ping status's etc)
    2) email to auto log call / ticket
    3) auto emailer for call / ticket updates
    4) auto log call on network event ( e.eg. ping loss, network event etc)

    thats all really, surprised I cannot find one other than Spiceworks,
    We can do all but number 4, however from Jan 2013 we will be covering number 4 also with our BETA testers scheduled to start testing from next week.

    This is what we will cover on point 4 from Jan 2013:

    Monitor Internet Protocols:
    DHCP
    DNS
    FTP
    HTTP(s)
    ICMP Ping
    IMAP MailServer
    LDAP
    NNTP
    NTP
    POP3
    RADIUS
    SFTP
    SMTP
    SMPP
    SMTP/POP3 Roundtrip
    SNMP GET
    SNMP Traps
    TCP
    TFTP
    TraceRoute

    Monitor Windows:
    Active Directory
    Anti-Virus
    CPU Usage
    Directory
    Disk Drives
    Disk Space
    Event Log
    Files
    Memory Usage
    MS Exchange
    MS Index Server
    MS IIS Server
    MS ISA Server
    MS SharePoint
    MS SQL Server
    MSMQ
    MS Terminal Server
    Performance Counters
    PowerShell
    Printers
    Processes
    Registry
    Remote Command
    Removable Drives
    Scheduled Task
    Services
    VBScript
    Windows Defender

    Monitor Linux / Unix:
    SSH
    RSH

    Monitor Database:
    MS Access
    MS SQL
    MySQL
    ODBC
    Oracle

    Monitor Environmental:
    Humidity
    Light
    Motion
    Resistance
    Smoke
    Temperature

    Monitor Miscellaneous:
    Door (open/close)
    Power
    Serial Device

    All of the above are not just up/down tests they are extensive and customisable to ensure acurate testing with full graphing and direct to helpdesk notifications when predefined triggers are met.
    Last edited by ICTNUT; 12th November 2012 at 06:03 PM.

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    We used Trellis Desk - it's damn basic, but really good, really reliable!
    There's no automatic ticket creation out of the box, but it's totally PHP based, so I'm sure that with some tweaking it could be adjusted for this!
    We also got it semi-AD based, so that it authenticated against AD rather than it's own MySQL database

  17. #14
    TheScarfedOne's Avatar
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    +1 for System Centre Service Manager here as well. Theres a bit on my blog about setting it up.

    Previously used GLPI (GLPI - Gestionnaire libre de parc informatique) and ManageEngine as well. Both also worked well.

  18. #15
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    Hi guys, we have just started using OTRS, its open source and extremely powerful - OTRS Help Desk software - OTRS IT Service Management software - Free Open Source Help Desk - Problem Management System - Customer Interaction Software | OTRS

    Started using it at the start of the September term to log all support incidents via email or the web interface for staff users, we needed something powerful and flexible enough to replace the BSF provided helpdesk system now we have gone in-house. So far we have almost reached 1000 tickets closed and its working like a dream. We have some good monthly reports coming out if it too so the SLT get to see lots of pretty graphs and charts to show now we are holding up against our SLAs

    Highly recommend using OTRS to anyone, I'd recommend giving it it's own VM to run on. Our facilities team are also considering having their own OTRS instance for incident logging too

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