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How do you do....it? Thread, Help Desk in Technical; At our school, I simply created an extra page on our intranet and users can select the type of help ...
  1. #31

    webman's Avatar
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    Re: Help Desk

    At our school, I simply created an extra page on our intranet and users can select the type of help they need from a list (prioritised). Once submitted, the ASP page connects to our mail server and delivers an email to the 'itsupport' alias (which I can set up to deliver to multiple mailboxes).

    Quote Originally Posted by Support request
    ID: 33505-0857-MD
    IP: 10.0.1.195
    Date: Thursday, 1st December, 2005 @ 08:56 AM
    Info: Adrian' what's happened to the address bar in Internet Explorer? It's
    disappeared!
    A unique ID is generated based on several tokens, such as date, time, username and something else I can't quite remember at the moment ops:

    Quick and dirty, but it works

    Example here.

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    Re: Help Desk

    I've noticed that most people have posted about 'what software should I use' in this thread.

    With an effective help desk, the process you use is far more important than any single piece of software.

    I set up a successful help desk in my school and all we used was a pen and some paper to take down details during a call or visit from staff. Excel to keep tabs on which calls had been dealt with etc and Outlook to assign tasks to technical staff.

    For a guide to setting up a service desk in a school see www.becta.org.uk/fits it can seriously make a big difference. I can't rant on about this enough.

    So just remember, its not the tool, its the process that matters!

    -Kev

  3. #33
    mark's Avatar
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    Re: Help Desk

    The tool saves a hell of a lot of time tho'! ...and reporting etc is a big task done manually

  4. #34

    Geoff's Avatar
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    Re: Help Desk

    I like using the tools because of the stats you can pull out. It makes it easy to identify problem users and computers for retraining and replacement respectively.

  5. #35
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    Re: Help Desk

    At the school i work at we were looking forever for a decent helpdesk system but after ages of searching we came across a very impressive one.

    The address is: http://www.servicedeskplus.com and i am affraid its not free but its very good. It has asset management and inventory as well as a load of over cool features. You will find a case study on there which i wrote up for them. So feel free to look away at it.

    Ross

  6. #36

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    Re: Help Desk

    I use Blue Ocean / Intuit / Numara Software's TrackIT! (they have changed name / been merged a few times now, so they are at present, from today Numara. Its a good program, so long as you get all the features of the new version (by what I can see from looking at it). I use V4.1 and that is good, not as functional as the latest releases, it appears to be pricey, but if people can be bothered to use it, then its good. We start off good, and then slip.....

  7. #37

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    Re: Help Desk

    a tad costly for what we wanted ... they said to just run the single user stylee ... but that loses so much of the functionality of a decent helpdesk tool.

    I will eventually get Liberum to do what I want ... at the moment it has issues with authenticating against the domain and the knowledge base search is stuffed.

    Perhaps i should get around to playing with the Beta.

  8. #38

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    Re: Help Desk

    Just trying out Liberum, but after installing the language strings SQL 2000, i get an HTTP 500 error when trying to hit the admin section - no matter what .asp page I specify, since the other ASP pages are running fine its not IIS (V6 on Win2k3)

    Anyone else had this?

  9. #39
    wesleyw's Avatar
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    Re: Help Desk

    I use this too did you try just the basic Access DB back end first though?
    See if this works first. If not PM me and I'll see what I can do!

    Wes

  10. #40

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    Re: Help Desk

    I've fallen in love with NetSupport DNA and it's helpdesk. Pricy, yes, but one of the best for all round network management and support.

  11. #41

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    Re: Help Desk

    Ok anyone know how you configure the email to use CDO.Message?
    We dont have Exchange running at the moment, though are considering it so we are relying on IIS6's SMTP but cannot figure out how it all goes together..
    I found a script on the liberum forum, but as yet cant get it to work..

    1) database:

    insert into tblConfig_Email ([ID],[Type]) values (5,'CDOMessage')

    2) public.asp

    Case 5 'CDOMessage
    dim sch,SMTP,nIP,cdoConfig
    SMTP=Cfg(cnnDB, "SMTPServer")
    if (SMTP="mail.tju.edu") then
    nIP="10.160.3.20"
    else
    nIP=SMTP
    end if
    sch = "http://schemas.microsoft.com/cdo/configuration/"
    Set cdoConfig = Server.CreateObject("CDO.Configuration")
    With cdoConfig.Fields
    .Item(sch & "smtpserver") = nIP
    .Item(sch & "sendusing") = 2 .update
    End With

    Set Mail = Server.CreateObject("CDO.Message")
    Set Mail.Configuration = cdoConfig
    Mail.From = Cfg(cnnDB, "HDReply")
    Mail.To = strToAddr
    Mail.Subject = strSubject
    Mail.HtmlBody = strBody
    Mail.Send
    Set Mail = Nothing


    The two sections in bold were replaced with an external SMTP and its IP but to no affect

    Anyone added this or know of the solution?

  12. #42
    wesleyw's Avatar
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    Re: Help Desk

    You'll need to do a couple of things I believe. First go to the Admin page and choose JMail having do that make sure the settings for the SMTP server are pointing at the correct address. Next find a version of the Jmail installer install this to your helpdesk server this should make sure it all works! But make sure you have your email address setup right on the Admin page as well.

    Wes

  13. #43
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    Re: Help Desk

    Okay I think I've found two both from Dimac.

    Firstly a Jmail .NET version and a second W3c I think see if these help install the W3C first if that doesn't do the trick install the .NET if you still have any trouble PM me and I'll see what I can do.

    Wes
    Attached Files Attached Files

  14. #44
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    Re: Help Desk

    We're looking at one here..shared tasks is patchy. I'm currently writing a simple form to take location, teacher name, brief prob description and notes, and chuck them into the MySQL DB on the CCTV system that also runs our room booking system/intranet.

    Steve suggested an Excel file on the staff WG, but..this might be quicker.

  15. #45

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    Re: Help Desk

    Hi, you can view the SMTP code in our support page at http://www.craigrodway.f2s.com/bb/support.asp.txt

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