mossj Posted September 20, 2009 Posted September 20, 2009 (edited) 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) Edited September 20, 2009 by mossj
spacevortex Posted September 20, 2009 Posted September 20, 2009 (edited) fair point from the head but what about if you closed them if no response is received within say 48hrs? 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. spiceworks looks alright but not really gone into it i use it more for the monitoring. Edited September 20, 2009 by spacevortex
nadeem Posted September 20, 2009 Posted September 20, 2009 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)
john Posted September 20, 2009 Posted September 20, 2009 AD Authentication is out of the box with Spiceworks 1
mossj Posted September 20, 2009 Posted September 20, 2009 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 out of the box as John says, also yes anyone can create a ticket with the emails but if the users exists in your AD it ties it in with some additional functionality. 1
browolf Posted September 20, 2009 Posted September 20, 2009 (edited) + 1 for liberum although I've rewritten bits of it to suit. I have an incoming list, a firstline list and higher stuff on my list. Edited September 20, 2009 by browolf
BJG Posted September 21, 2009 Posted September 21, 2009 We currently use a simple free browser-based thing called Trouble Ticket. Open source trouble ticket system. Free web based help desk.
Great_Scott Posted September 21, 2009 Posted September 21, 2009 Been using Spiceworks for 18 months or so. We allocate calls with time limits and you can also record length of time you spend on calls too. Any authorised user can edit the call and if you wish, you can allow users to create, view or modify calls. We just use it to log day to day activity and then look back over calls as a sort of knowledge base if so desired. 1
gshaw Posted September 22, 2009 Posted September 22, 2009 Windows SharePoint Services with the IT Team Workspace Application Template installed here Allows call logging, ticket status etc plus a very handy knowledgebase section for the IT staff, which is great for noting down those niggly fixes that you can never remember 6 months later... now just a search away
ron Posted September 23, 2009 Posted September 23, 2009 We use spiceworks Spiceworks - Free Network Monitoring Software for Network Management It works really well!
oalcock Posted September 23, 2009 Posted September 23, 2009 We use Spice Works, It's great!!! It's not Just a call logging system and call managment, it automatically collects a database of computers on the network for you and gets the serial numbers of them automatically. Try It! Its Free!
itgeek Posted September 23, 2009 Posted September 23, 2009 We use spiceworks here!! its the best helpdesk softwrae and its fre!!!!!!!!!! Even gives alerts when running low on space from each client on the network.
zag Posted September 23, 2009 Posted September 23, 2009 Just a shame spiceworks is so bloated though, I used it for a bit but there were far too many options and buttons that confused people. In the end I wrote my own ticket system
Stuart_C Posted September 23, 2009 Posted September 23, 2009 +1 for spiceworks! Tunred off the auto network discovery rubbish but appart from that, lovely. AD integration and E-mail support and the new HTML e-mail are great. Only downside is that I can't seem to get it to mix AD and maunual users, thus the users on my second domain can't log into the user portal (thouhg they can E-mail it)
OllieC Posted September 23, 2009 Posted September 23, 2009 My, spiceworks does sound quite good. We're using Kayako support suite which is really feature rich, we definately aren't using it to its full potential but it does a really good job for us atm. Got this running this week as well. http://olliez0r.com/skitch/screen2-20090922-183258.jpg Uses an add-on and shows the ticket ID, creator, technician, status and last activity. Pretty hand for us in the office.
Sylv3r Posted September 23, 2009 Posted September 23, 2009 My, spiceworks does sound quite good. We're using Kayako support suite which is really feature rich, we definately aren't using it to its full potential but it does a really good job for us atm. Got this running this week as well. Picture Removed Uses an add-on and shows the ticket ID, creator, technician, status and last activity. Pretty hand for us in the office. We've got the same Kayako setup here and screen displaying our tickets - very good )
Edu-IT Posted September 23, 2009 Posted September 23, 2009 If I had a screen like that in my office it wouldn't be showing helpdesk tickets! Swish.
john Posted September 23, 2009 Posted September 23, 2009 hah someone else who gets a Fire Marshall Jacket I need one that says Site Manager (but only when no-one else wants to be it) as well as Emergency contact for when the building burns down. I think I need some TFTs to display the Analytics from my SAN as well as my spiceworks ticket page
OllieC Posted September 23, 2009 Posted September 23, 2009 I'm tempted to whack the procurve network manager on the stats screen at some point. It should also be pointed out that there's a freeview box in the office but we're in need of a long aerial cable as the aerial socket's on the other side of the room... had to use the thickest BNC cable in the country to run from the box to the screen.
timzim Posted September 24, 2009 Posted September 24, 2009 Do you not get some sort of neck injury constantly checking your tickets? Be better off with a dual screen on your desk - keep your tickets open on one and the rest on the other. Back on thread - we've been using Spiceworks for the past 2 years. Better looking ticket interface and doesn't give you a migraine...(pink & blue??? looks like my 1983 BBC Micro final year project... )
GreenIrene Posted March 7, 2011 Posted March 7, 2011 Before I say anything, can I ask, how many people (ballpark) are you planning on using this for (Staff and End Users)?
Edu-IT Posted March 7, 2011 Posted March 7, 2011 Do you not get some sort of neck injury constantly checking your tickets? Be better off with a dual screen on your desk - keep your tickets open on one and the rest on the other. Back on thread - we've been using Spiceworks for the past 2 years. Better looking ticket interface and doesn't give you a migraine...(pink & blue??? looks like my 1983 BBC Micro final year project... ) Looks red and green to me.
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