Fault Reporting - Beyond IT

[TechMonkey]

Just wondering, has anyone else extended their HelpDesk software to cover H&S fault reporting or to premises officer (caretakers) usage?

Our H&S bod asked if we had any helpdesk software in the pipeline and could she be included if and when it comes along. I have heard about this before, I think from a FITS briefing about extending services, but is anyone actually doing it?

I just looked at our current test helpdesk of choice, GLPI, but I can't see a way of fitting in anything other than technical devices.

[acb_]

We've offered our site manager the opportunity of being included in our helpdesk set up, though if we go with the one we're using atm I think we'd need to create a separate instance of it for his team, as the categories that exist now are already more than sufficient to confuse our dear users...

 

We have a setup here in our office where we have a crappy old pc which sits there monitoring our wireless network. I've stuck a local printer on it (a Brother which is mechanically sound, it just produces a crappy quality printout, which we don't mind) and then I installed some 'print email' software which goes and checks a specific mailbox and if there is mail, prints it out automatically. When our sixth form herbert comes in for his two hours after school, all his jobs are sat there ready for him to pick up and trot off and do. We've proposed a similar setup for the site management team.

[SpuffMonkey]

We bodged a copy of our Helpdesk (Liberum) for the Site Staff and another log incoming calls through Reception - but they are very rarely used (by our technophobic staff).

[Geoff]

Yes, some other directions you can extend things in:

 

1) Queue for SMT so you can pass tickets 'up' to management.

2) Queue for Change Requests. Obvious IT things like XYZ needs a new printer. But you could have a more general one too.

3) Queue for recommending people for Training.

[plexer]

We have 3 queues on our RT install:

 

Consmables

Faults

Requests

 

So we can split things up.

 

I could add as many as I wanted to cover other areas and assign user privelleges to suit.

 

Ben

[TechMonkey]

Ta all. Looks like it is worth doing but have to make sure the helpdesk can do it or set up a seperate helpdesk. Also make sure the system can do queues.

 

Many thanks

[ICTWizard]

i think i need to buy or download a help desk to use.....