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Wireless Networks Thread, Help Desk Software in Technical; Which of these helpdesk solutions are able to show that a problem has been escalated to a specific person? and ...
  1. #16


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    Re: Help Desk Software

    Which of these helpdesk solutions are able to show that a problem has been escalated to a specific person? and how is that person notified.
    Requesttracker does this, once a ticket is escalated, Technician is informed by email and ticket appears in his/her "currently owned tickets"
    Tickets can be created either by an email to "itsupport" or manually be tech on telephone

  2. #17

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    Re: Help Desk Software

    I use request tracker and a job can be allocated to anyone and indeed even stolen by a user if they can solve it.

    Ben

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    Re: Help Desk Software

    wow i have found this http://happicow.com/cowtacular/ having a play with it at the moment very simply but seems very good and freeeeee

  4. #19

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    Re: Help Desk Software

    Alonebfg: Thanks!! That looks great. Only just skimmed the surface of it but it looks good. We're about to work on Liberum to get a ticket-based helpdesk in for after May.

  5. #20
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    Re: Help Desk Software

    We use servicedesk plus and does everything we want. Only just rolled it out to staff to be able to log in and add jobs.

    Ross

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    Re: Help Desk Software

    I have developed our own helpdesk over the last few years.

    It is an Access Database, all staff (and some students) can log faults onto the helpdesk through the website (from home too if they feel so inclined!).

    The Network Manager then allocates them to individuals and sets them a priority. Each member of staff sees their list of jobs when they log into the database, but can also see all the listed jobs for cross reference or if they are looking for more work.

    The database includes a full asset list and any consumables or equipment the team use they enter into the ticket (from the maintained drop down list) and that then gives me / the Network Manager the option to send a PO request to the finance office to raise to paperwork to send to the supplier.

    It is all connected to our MIS and Active Directory so that there is no real maintenance other than the supplier / purchasing stuff and I am working on a page that the suppliers can keep up to date for us through the website to take this away from us.

    If is fully FITS compliant so that a number of logged incidents can be grouped together into a single problem or change management incident so managed as a single job.

    The system also plans our future replinishment of kit so at any one time we know what to order and how much to budget.

    It did take a bit of time to set up - but now it saves us hours per weel so it was more than worth it.

    Just something for you all to consider before you make up your minds to go with a third party solution.

  7. #22
    zag
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    Re: Help Desk Software

    Yep use a custom one here as well, just a simple asp.net web database and logging system.

    I don't force users to login to the system, just ask for an email or telephone call for new jobs.

    They recieve an email when the job is closed, or put on hold.

    Another option is to use sharepoint 2007, there are some helpdesk templates already written for it.

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    Re: Help Desk Software

    We've been using One or Zero for a while now, but we are in the process of setting up Microsoft SMS for inventory etc. and will keep an eye out for a helpdesk package that can integrate with SMS.
    Anybody know of such an application?

    cheers
    Baronne

  9. #24

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    Re: Help Desk Software

    I'm waiting for Ozan to finish his help desk app to take a look at it:

    http://www.opsoftware.co.uk/pages/my...e-helpdesk.php

    This is a possible replacement to our current windows install of RT unless I can get my head around a nix install.

    Otherwise I also use NCS and GLPI for inventory and asset management and a MediaWiki install for support docs.

    Ben

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    Re: Help Desk Software

    @plexer
    RT is available in the ubuntu repositories.

  11. #26

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    Re: Help Desk Software

    I have looked is that a mysql or postgres install?

    Trouble is I can see me getting in all sorts of issues not knowing where stuff gets installed.

    Ben

  12. #27
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    Re: Help Desk Software

    Illient SysAid is free and really easy to use. Worth taking a look at it.

  13. #28
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    Re: Help Desk Software

    In reponse to plexer's comment above I have now released the helpdesk and can be downloaded from the link in my signature or you can grab a look here --> http://www.edugeek.net/index.php?nam...highlight=FITS

    Cheers

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    Re: Help Desk Software

    We use a system called iMOE, It’s a school wide system that has an IT Request module.

    The other modules are Room Booking (booking IT rooms), School Action Plan (sets out the schools plans and who is responsible for the nest few years), Facilities Request (rubbish clearing, bulb gone), Lesson Observations (inline observation for ofsted), Document Archive (speaks for it's self) and Student Administration (Staff, Student and room timetables, registers, reports, subs.....).

    The teacher can raise a request and get full tracking via the web interface, they can even unlock and reset a student password!

  15. #30
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    Re: Help Desk Software

    Do you have a link to this software's homepage? i cant find it on the net?

    Thanks

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