Digital Fault log sheet

[ITGeek123]

I'm not sure if anyone is able to help me.

 

Currently work in a school where we use a lot of paper printing out fault log sheets which are used to book in students/Staff devices. Is there a digital fault log sheet app which anyone is using/found? We looked at Device magic but we are not sure whether to use this as the app talks to external servers. We want to look at something which we can install locally on our servers so it only talks to our servers.

 

- ITGeek123

[gtg93]

Why not setup an internal webserver running Spiceworks or OSTicket helpdesk?

[robsonma]

Yes we used paper logging before I came, used part of the school website with a subdomain, ie helpdesk.schoolname.sch.uk and installed OS Ticket, The book was then removed and an email sent around and if people ask me to do something now I just say can you logg it on the helpdesk.

I now have a trail of what I have done and if a job takes me longer then 30 mins I logg a call for myself just to cover myself!

If you are wanting something to talk to your own Network then Spiceworks might be best, can be installed Locally too.

Edited March 8, 2016 by robsonma

[ITGeek123]

We do have our own helpdesk system. The way we have it is, student comes in to the service centre with a problem with their device, book it in with paper fault log form, that then gets booked on our helpdesk with the paper copy still with the broken device. We want to cut out the paper and make it digitally.

[gtg93]

Out of interest, why do you do it like that with the paper form? Wouldn't it be easier for the student to report it to the member of staff, who then logs it onto the helpdesk?

 

You can then go and repair it once the ticket comes through, cutting out the need for paper forms and students to be wondering about with their faulty devices?

 

Not saying your way is wrong - just I've never heard of it being done that way so seems an odd way to me.

[ITGeek123]

The only issue we have is relying on the teachers. With Spiceworks, does it need to communicate with their external servers if you are hosting it internally?

[dry]

At my previous school faults would be logged by teachers on Spiceworks, then offending kit would be sent to our office. At this point we'd receive the kit and be able to match it up with the ticket that the teacher has made.

 

Kit that was delivered to our office but not logged on the helpdesk would get assessed by us, a ticket raised (where necessary) and put on the 'to do' pile.

 

We also used to mark laptops with their fault with a chinagraph pencil, as when you have 10 identical laptops sitting on a shelf awaiting repair, it gets tedious trying to find the ticket on the helpdesk to check which laptop part x (that's come in the post) is for.

[gtg93]

The only issue we have is relying on the teachers. With Spiceworks, does it need to communicate with their external servers if you are hosting it internally?

 

I agree that is an issue with teachers not reporting things, but I've always gone by the rule of it can't be fixed if it's not on the helpdesk. If you can SLT backing for that, then usually staff eventually get on board with it.

 

Spiceworks all works internally AFAIK.

OSTicket could also work internally if you setup an internal web server.