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I use an often overlooked basic helpdesk system called hesk, available from phpjunkyard. (www.phpjunkyard.com) it's a very basic PHP based helpdesk, but because it's so basic it's very easy to adapt. I've added a feature to allocate jobs to a technician, and place jobs on hold which only took me a couple of hours with very limited PHP knowledge. It only needs a low spec server running WAMP (or equivalent) to get it working.
Mike.
Something we use which has not been mentioned yet, which is why I am posting this reply, is Cerebrus. it does more than we need, but what it does it does well. We are at version 2.7 and we are several versions behind the current release. It could be worth looking at....
What i am looking for is a simple hlpdesk that the staff can have a desktop short cut and add jobs ...
It doesn't need authenticaton and the rest but just a simple shortcut to report a fault..
Ie for the teacher
Room
Fault
Small Description
Person Reporting
Date and time Reported
.
and then there will be a more indepth front end for me to allocate a technician and then a bit for time finished and feedback
Any ideas
We use the free version of Ilient here and are very pleased with it, it allows users to e-mail requests in or go to a web page and fill in a form. I'm hoping to buy the full version next year with asset management and other modules.
Ours does all that and runs as plain old ASP on IIS, talking to an Access database. Staff can also search through jobs and add (timestamped) comments to existing jobs. It will also email us when a staff member submits a job.Quote:
Originally Posted by Grommit
If you PM me your email address I'll send you the tutorial as a word doc. It's a bit out of date so some features aren't shown. The code may need a little tidying up to work in your environment, but it shouldn't take too long.
Ive just enabled the one built into our VLE.
The request get sent via email to whatever address i want, and it lists each request with exact VLE login information, so we can tie the request down to who's sent it.
:).
We have used Sysaid as well for about 18 months and are well pleased with it as it is also fairly customisable. Its open source and we have run it without any problems on everything from NT4 to 2003 server, to Vista.Quote:
Originally Posted by joe90bass
You get 100 user accounts plus 100 network assests, and 2 admin accounts with the free version which just about covers our MIS network for now.
You also get built in hardware & software auditing, remote VNC deployment through the client agent, email integration (as mentioned above), monitoring, repair history etc etc...
We too are buying it. :wink:
We use http://exoscripts.com/exohelpdesk
Web based so customers can log calls any time!
We have some staff think off things at home so we can respond 1st thing in the morning!
You can allocte tickets to staff members in your IT team its very good! We love it!
Adam
The school used Pel Desk for several years but stopped using it about 3 or 4 years ago (paid Version) and just did jobs by email, phone calls and on the fly with no order.
Try PerlDesk Demonstration - Help Desk Software Solutions
Back in feb i looked at Trellis and since May have been using it......
i like it a lot its being used, and the ules from the head are we can not close tickets they must be done by staff....... staff are very keen to post but not so keen to login and close the tickets once the work is complete....
ACCORD5 — Trellis Desk — Live Demonstration
fair point from the head but what about if you closed them if no response is received within say 48hrs?
We use Spiceworks, it's overkill but what you want but it is free so it doesn't really matter... but it does do everything you ask for.
I heard good things about GLPI but never looked into it in depth....
Also we are allowed to close tickets BUT we do tack on the end a way to reopen the ticket (all they have to do is reply to the email and the system will reopen the ticket)
Using Spiceworks here too.
It was what the head suggested but the ticket log is now on 2 pages so i think i agree but 48 hours sounds great but possibly too short for staff who only work a few days a week, so i may increase this to 7days, after an IT technician replies to the post as being completed.Quote:
Originally Posted by plexer
spiceworks looks alright but not really gone into it i use it more for the monitoring.
Does Spiceworks lets user just authenicate an existing AD and log a help call or do the need to create an account? (I'm assuming that anyone can email a helpcall in but it would be nice to also let users login in as well)
AD Authentication is out of the box with Spiceworks :)