Spiceworks helpdesk alternatives

[Tesla]

Hi

 

We were looking to use spiceworks for a helpdesk solution here, unfortunately due to being behind a proxy, we cant set it up through our G-mail, so we need to look into altentives, i know there's probably posts about this, but a nice fresh list of alterntives for me to look into would be ideal.

 

Ideally looking for a free helpdesk in the short term.

 

Thanks

Edited March 5, 2014 by Tesla

[Jawloms]

unfortunately due to being behind a proxy, we cant set it up through our G-mail

 

Why not? I'm asking to get an understanding, not because I'm challenging or doubting you.

[Tesla]

SMTP over proxy isn't supported in spiceworks, as our g-mail is hosted externally (web based) and we use a proxy, we dont have a current workaround in place.

[foofighterjim]

Why not? I'm asking to get an understanding, not because I'm challenging or doubting you.

 

Spiceworks is not proxy aware.

 

You could create a subdomain and get your Gmail account to forward emails on. That's what I have done here, I just have a standard win 7 vm running hMailServer. Dead easy to setup and due to Spiceworks not leaving anything in the account there is nothing to tidy up.

[localzuk]

I'm a little confused by the use of the term 'proxy' with regards email. Spiceworks is proxy aware, but email doesn't involve proxies at all - it isn't HTTP traffic.

 

Gmail has SMTP/IMAP/POP3 support - is there a reason you can't connect to these services? We do here.

[Tesla]

after following their instructions for setting up g-mail email, i got this error message...

 

Error on outgoing settings: The server smtp.gmail.com refused the connection on port 587. Please note that SMTP via proxy is not supported.

[foofighterjim]

I'm a little confused by the use of the term 'proxy' with regards email. Spiceworks is proxy aware, but email doesn't involve proxies at all - it isn't HTTP traffic.

 

Gmail has SMTP/IMAP/POP3 support - is there a reason you can't connect to these services? We do here.

 

Spiceworks will not communicate with any SMTP/IMAP or POP3 service beyond a proxy; I'm not a 100% sure if using a product like Smoothwall in transparent mode would get around this.

 

Edit: However my method of using hMailServer does work!

 

Edit 2: You may already be referencing this: http://community.spiceworks.com/how_to/show/249-setting-up-smtp-imap-in-spiceworks-gmail-example

Edited March 5, 2014 by foofighterjim

[Tesla]

i havent had much play in VM's and setting up servers, what resources does that particular hmailserver VM take up @foofighterjim

 

Just seems more hassle than it's worth when i know theres other helpdesk options available out there....maybe i'm being synical.

[sparkeh]

Spiceworks is not proxy aware.

 

You could create a subdomain and get your Gmail account to forward emails on. That's what I have done here, I just have a standard win 7 vm running hMailServer. Dead easy to setup and due to Spiceworks not leaving anything in the account there is nothing to tidy up.

Not quite true, SW is proxy aware, but doesn't support SMTP over a proxy as stated above.

But then surely that doesn't matter for email does it? My SW emails work fine.

 

edit: beaten to it, took too long typing

Edited March 5, 2014 by sparkeh

[Tesla]

My understanding of our current filters, is that our internet throughout the Open Univeristy in MK uses smoothwall, which we have no control over, locally through MKSchools we use Kidguard for filtering, but this is very low level.

 

This is all changing come the end of this month though, as MKSchools is no longer supplying internet, so we are all finding our own internet/filtering solutions. We are going with e2bn, who use protex web filtering, time will tell if we can set up any form of transparent proxy, although again this is slightly out of my limited depth of knowledge.

 

god i feel useless sometimes xD

[localzuk]

Spiceworks will not communicate with any SMTP/IMAP or POP3 service beyond a proxy; I'm not a 100% sure if using a product like Smoothwall in transparent mode would get around this.

 

Edit: However my method of using hMailServer does work!

 

SMTP/IMAP are not HTTP services, so they won't go anywhere near the proxy at all (they use ports 465/587 and 993 respectively, and not 80/443). So, the proxy thing is a red herring.

 

In order to use the gmail servers, you need direct access to it on the ports mentioned. This can be done by simply opening them up on your firewall for the Spiceworks server to connect out, or by adding in a relaying mail server which has access itself to those servers but either way - something needs access out to the servers.

Edited March 5, 2014 by localzuk

[Tesla]

this is what the e-mail set up page looks like...

 

[ATTACH=CONFIG]23165[/ATTACH] so it would seem it's using SMTP, not http./

[foofighterjim]

i havent had much play in VM's and setting up servers, what resources does that particular hmailserver VM take up @foofighterjim

 

Just seems more hassle than it's worth when i know theres other helpdesk options available out there....maybe i'm being synical.

 

The vm is running on 1gig RAM (probably over kill) one CPU and 25gig of HDD storage (again this is more than required)

[localzuk]

The vm is running on 1gig RAM (probably over kill) one CPU and 25gig of HDD storage (again this is more than required)

 

I have ours set to use dynamic RAM and it seems to hang aroun at 2.5GB, so 1GB seems a bit low. I'd advise more than 1 CPU too - as network scans (if you use them) can use a lot of CPU power (but this does depend on the size of your network).

[Tesla]

So... is the general consensus to try and get the spiceworks helpdesk up and running rather than find an alternative?

[localzuk]

I'd say so! You'd have issues with other helpdesks too if you want to use email.

[foofighterjim]

For a standard win 7 vm, running one application and supporting one mailbox. I would say that is plenty, mine is currently sat on 1%CPU and 125MB RAM.

[sparkeh]

I'd go with yes, especially if you are using or planning on using the other features, like inventory, as it is integrated.

[Tesla]

Okay, thanks for the help so far guys, i may wait until after April with our new filtering and see if there is a workaround, i dont particularly want to mess with VM's etc, we aren't a particularly big school and run off one server, which has a 2.66ghz dual core Xeon, so it doesn't quite sing and dance.

[sparkeh]

@Tesla I tried to look at the attachment with your setup page but it says its missing.

Just for comparison, I use smtp.gmail.com on port 25. That works for us.

[foofighterjim]

Okay, thanks for the help so far guys, i may wait until after April with our new filtering and see if there is a workaround, i dont particularly want to mess with VM's etc, we aren't a particularly big school and run off one server, which has a 2.66ghz dual core Xeon, so it doesn't quite sing and dance.

 

Fair enough, however if you are just running one server I would consider alternatives to Spiceworks as it can hog server resources (particularly RAM).

[hallb15]

I've used Zoho helpdesk

https://www.zoho.com/google-apps/helpdesk.html

Its very good and free for one 'agent'.As its all done online, it gets round your issue of not being able to get emails in/out.

 

That said, I'd still recommend Spiceworks if you can get it working when you switch internet providers. It does so much more than just the helpdesk which makes your life easier.

[Tesla]

I would consider alternatives to Spiceworks as it can hog server resources (particularly RAM).

 

we have 32gb of ram lol.... seems abit silly having that much ram with that processor.