Maintenance recording/helpdesk

[dave.81]

Not totally IT related but i've been asked to help come up with a solution for how maintenance jobs are recorded for our site team. At present they have a book in the main staff room which is written in, then a member of the site team reads, copies and takes back to their office.

 

Someone suggested a Google form but think that might be a little basic for the needs, i use spiceworks and wondering about setting up another server for them to use or maybe something like webhelpdesk. How do others record this type of job?

[Steve21]

Old place we had them on a helpdesk system seperate to ours (Copy of ours) but were migrating them into a subsection of the new helpdesk being implemented.

 

As you said form etc is bit basic I think as effectively it's same logic as IT uses, room/item/responses etc.

 

Steve

[rpettit]

We use WHD and have done now for several years. It can link assets to users. Users can login with their current AD username and password for ease of use. Everything is logged and users can keep track of their tickets.

 

You can setup a trial for one user.

 

Before this we user paper forms...this revolutionised how we work and manage jobs.

[dave.81]

I was looking at webhelpdesk and having 2 ticket streams for IT and the site team, looks like it would do everything we need and more!

[rpettit]

We were hoping to achieve the same...but our site team are a bit 'old school' and don't want an online system...they prefer paper!

 

It would be easy to implement using it as a 2 ticket system. Simply set different request types and sub request types...for IT and one for the site team.

 

We purchased via unipress because of the support. They even provide support when using the trial version. Great support team.

[Iain.Faulkner]

I've been asked to do the same!

 

I'm putting together a sharepoint site for use as an IT Helpdesk, and my intention is to take a copy of that and use it for the site staff as well.

[john]

I gave them a seperate install of SpiceWorks and customised all the notices and files to remove IT / Computer and put Site or building something like that and disabled all the scanning / inventory / mapping / stalking options as they don't need them. Reason for this was we could support it, customise it quickly, free and staff could actually work the portal for Spiceworks easily for IT so they had no excuse for building issues not being able to do that. Issue then became despite one being bright green and the other purple (and 2 separate buttons one a Spiceworks logo and the other being a road works sign) people still gave us tickets for toilet paper and the site team for dead IT kit

[Crowmanuk]

We use google forms which automatically emails the site manager with the request, theres a few fields that have to be filled in and he's really happy with it as he's got everything recorded now.

[Grey-gear]

At the moment it's Connectwise, but have used Sysaid in the past.

[unixman_again]

We have three separate help desks, all running on hesk. One is for IT, one for the Estates team (maintenance guys in normal speak) and the third for the Art Technicians. It works well and only rarely do tickets get logged on the wrong desk. Following on from the rule "if it's got a plug, IT support it", if in doubt log your problem on the IT help desk and they will direct you to the correct desk. We've just had a ticket logged to set out chairs in a room for a meeting.

 

We also have an accident reporting system, which I wrote as we couldn't get hesk to do what we wanted for accident reporting.

[gaz350b]

Asana?

 

We use it within our team for maintenance, tracking anything within the team that isn't a support ticket or anything that needs to be escalated and scheduled.

 

Then use instagantt/asana for larger projects.

 

Oh and Weekdone'to report what tasks have been completed with in the team each week using its asana intergration

Edited January 14, 2015 by gaz350b