Job Logging/Reporting Software

[Ambient]

Right,

 

Our SLT wants our staff to be able to report ICT issues via some form of reporting software (rather then be able to phone us...e mail us...or walk into the office and tell us face to face).

 

I've been trying to figure out how to get Spiceworks installed (see the other thread i have in this forum about my issues). However, due to the fact that the SLT want teachers to be able to log the jobs themself...i dont think Spiceworks will be up to it (but i could be wrong)

 

Of course i'll be google bashing to look at available software...but i was wondering if you guys have anything in place like what i need.

 

I've made it clear that the software will probably come at a cost....so there's no issue there.

 

Thanks

 

Aaron

[plexer]

OP Software - Solutions for Education

 

SmartDesk Helpdesk software

 

Ben

[SC-UK]

Have a look at SmartDesk by OP Software (Sponsors of the forum).

 

Will do exactly what you want and is well supported on here as well.

Edited January 15, 2010 by SC-UK
Software renamed :-)

[5tu]

We have Spiceworks working well here. Users can log support calls via the Spiceworks web portal and track progress.

 

Our only challenge has been getting staff to actually use it rather than phoning/grabbing us in the corridor!

[mattx]

I've been trying to figure out how to get Spiceworks installed (see the other thread i have in this forum about my issues). However, due to the fact that the SLT want teachers to be able to log the jobs themself...i dont think Spiceworks will be up to it (but i could be wrong)

 

The helpdesk on Spiceworks enables users to create, add, delete, and re-open tickets.

Been running this now on our network for a while and it certainly makes my life much easier. Knocked up a quick 'How To as well' which works along side a small script I knocked up. See attached jpg.

If you go down the Spiceworks route and want to use the script let me know and I'll send you the details.

[Flakes]

we use

 

Home - Liberum Help Desk

 

free and opensource

[bossman]

Ditto Flakes post:

Liberum here and the staff just love it.

[imunro01]

We looked at a few options, and decided on GLPI. It's very powerful, however we turned off a lot of the functionality in the first instance, giving staff just the helpdesk, but have then gradually introduced more of the options as time progressed.

 

We have also deployed OCSNG (a free inventory suite) which integrates with it, giving us a full integrated helpdesk and inventory which is always bang up to date (as machines report in to inventory on bootup)

[adamchapman]

+1 for liberum

[lordasb]

we use net supports helpdesk,

 

it is simple to use, staff have the option to report via email, web interface or visiting the office (at which option we flag it as reported at office)- not that this means their ticket is any less important.

 

the jobs are tracked - it emails them when the status is changed.

 

we have different levels of status so the staff memeber knows when the ticket has been read by a memeber of ICT staff- they are emailed any updates.

 

if files are required by the ticket we can upload them to the helpdesk for use by other tech staff or the member of staff if required.

 

it is single sign on enabled, linked to our AD for staff and students - with over 2600 accounts.

 

the single sign on means they dont need to know a username and password which means reports are easy for them to log.

 

we have added a room field ( this was easy to do) which staff pick from the list of rooms in our school.

 

it is also mobile phone and externally accessable to all, so staff have been known to use iphones or black berrys to report issues ( the more tech head members that is)

 

as a rule we dont take jobs when walking about the school - they all have to be logged on the helpdesk. the first few months are painful but people see jobs being done and none get forgotten

 

slt can have reports from the system.

 

and we have openned ours up to our primary support team and schools for them to log jobs with us.

 

we also use spice works internally but only for the hardware reporting side of things, along with hp web jet admin,

 

also we have our AV software email the helpdesk along with printers and network copiers so all auto email messages are logged and not missed as is some times the case with auto emails from software/hardware.

Edited January 17, 2010 by lordasb

[chris57]

i would recomend this if your slt are willing to purchase something that works well.

 

Help Desk, IT Help Desk Software, Web based Helpdesk Application Tool, Help Desk Solution with IT Asset Management - ManageEngine ServiceDesk Plus

[LukeC]

For those that use Liberum, does it run okay with My SQL or SQL server 2005?

[lordasb]

@ ful56_uk

 

you asked about a price for netsupport

 

we have 10 helpdesk staff on our team, and i believe the price is on the netsupports site but i could find out..

 

i cant contact you directly as you dont allow it.

 

many thanks

andy

[pritchardavid]

I like the look of this

 

Help Desk Software by SysAid

 

Need to find out how much it will cost through

[Edu-IT]

I like the look of this

 

Help Desk Software by SysAid

 

Need to find out how much it will cost through

I had the free version of that and thought it was clunky.

[chris57]

we may be changing our helpdesk to one called richmond suppose to be very good.