jamesfed Posted July 25, 2011 Posted July 25, 2011 I know there are plenty of Helpdesk threads out there but I can't seem to find one that answers my questions So here goes..... I need a bit of Helpdesk software that will- Play nice with Proxys (ours is TMG powered) Play nice with Live@Edu for email ticket creation (so where someone emails in with issues) Ideally runs off IIS (own personal reasons but I could be flexible) and that doesn’t look like total pants! So if anyone has any clues do let me know!
vikpaw Posted July 25, 2011 Posted July 25, 2011 OP SmartDesk - Web Based Helpdesk | Asset Management | Network Monitoring you can have it hosted by them, and it's very cheap. should be okay with proxies if you want to host, and also does synch with email, though, i can't get mine to work just yet, that is tomorrow's job. works for others and not just for creation but update too. from september will have asset management and room booking too. looks pretty awesome and runs on iis. for a small school, single user it's free but without the extras like assets / room booking etc. There is a huge thread here under scripts forum sponsored by them - , just search for FITS helpdesk. 1
jamesfed Posted July 26, 2011 Author Posted July 26, 2011 Cheers I'll look into it Anyone got any other suggestions?
ricki Posted July 26, 2011 Posted July 26, 2011 Hi Have a look a spiceworks it has a helpdesk and it inventories your network and a lot more. Richard
stonej Posted July 26, 2011 Posted July 26, 2011 We use Support Incident Tracker - completly free and easy to customise... SiT! Support Incident Tracker Uses PHP but i use it on our Windows servers with WAMP.
jamesfed Posted July 26, 2011 Author Posted July 26, 2011 We use Support Incident Tracker - completly free and easy to customise... SiT! Support Incident Tracker Uses PHP but i use it on our Windows servers with WAMP. Did you get this to work over your proxy (if you have one) because last time I tried with SIT it failed horribly
stonej Posted July 26, 2011 Posted July 26, 2011 Did you get this to work over your proxy (if you have one) because last time I tried with SIT it failed horribly Im based in a Uni and we use ISA as our proxy server. With SiT running on port 80 or 443 we have no problem. It has changed a lot from the earlier versions with some major work done by the programmers.. The latest version is really good, and if you allow port 25 it will auto log jobs 1
jamesfed Posted July 26, 2011 Author Posted July 26, 2011 Im based in a Uni and we use ISA as our proxy server. With SiT running on port 80 or 443 we have no problem. It has changed a lot from the earlier versions with some major work done by the programmers.. The latest version is really good, and if you allow port 25 it will auto log jobs Sorry I might have it wrong but I'm looking at getting it setup so that incomming mail can talk through the proxy not external access to the site (although I could be wrong here!)
vikpaw Posted July 26, 2011 Posted July 26, 2011 Another really good idea might be to look at a Sharepoint based system, it will sit lovely with live@edu and in the UK you can probably get that hosted too as part of Office 365 at a decent rate. Plus you get a whole platform of which the helpdesk is just a module, and you can build loads of workflows around it as well as use it as a intra/extranet to flood with other info. 1
jamesfed Posted July 26, 2011 Author Posted July 26, 2011 Another really good idea might be to look at a Sharepoint based system, it will sit lovely with live@edu and in the UK you can probably get that hosted too as part of Office 365 at a decent rate. Plus you get a whole platform of which the helpdesk is just a module, and you can build loads of workflows around it as well as use it as a intra/extranet to flood with other info. If only our Live@Edu wasn't controled by our LEA Going to be the project for next year to keep chipping away at LEA services and brining them in house or at least getting it sorted so things like Live@Edu and so on are on our accounts and not the LEAs All the same this does sound like the best idea if only I could get it going...
vikpaw Posted July 26, 2011 Posted July 26, 2011 The way i understand it, the way OPSD works, is that you give the helpdesk an email address e.g support@... and then people email that. So long as people can email that, which should be simples as it's just an email. The helpdesk system should then have the job of checking it's mail, and working out what to do with it. That is all assuming you have your own mail on site, but even if it was off, it should be okay, though OPSD actually uses POP to do it's checking so it could be a pain. Mail coming from outside into your system should be okay.
vikpaw Posted July 26, 2011 Posted July 26, 2011 Just register another domain for the school with live@edu. It's what a lot of people do for their students at least - just start a new.
stonej Posted July 26, 2011 Posted July 26, 2011 Setup on an internal IP. Standard web ports 80 and 443. It can read emails sent to a specific account so needs email access to the account. I have set mine up using pop (port 110) - it reads the inbox and adds the job to the system. I maybe able to get you access to a test system if your interested. Or you can download the vmware virtal machine to have a play with to see if it works ok.
jamesfed Posted July 26, 2011 Author Posted July 26, 2011 Ok I've got a session of SIT up and running - put in the email details and configed that Scheduler thingy to run as a scheduled task to run every minute however it doesn’t look like SIT is actually reaching out to the web to get any emails. I get that by looking at TMGs logs and no HTTP (or other) request are coming from the server when the scheduled task runs. I’ve got SIT on a 2008 R2 server with just the normal Windows Firewall but if its something that I need to configure in there then I have no clue.
jamesfed Posted July 26, 2011 Author Posted July 26, 2011 One other thing I was looking at is System Centre Service Manager - seems to work great with the other System Centre products and Lync 2010 (which we should be getting soon) however it only seems to run when using localy hosted exchange.... So does anyone have this with something other than local exchange? Also would it be possible to setup a local exchange with just an account for the IT Helpdesk and dual run that with our LEA Live@Edu?
vikpaw Posted July 26, 2011 Posted July 26, 2011 It's possible, if they allow it, but would be overkill. Try dropping the firewall down to see if that helps.
ICTNUT Posted July 26, 2011 Posted July 26, 2011 I know there are plenty of Helpdesk threads out there but I can't seem to find one that answers my questions So here goes..... I need a bit of Helpdesk software that will- Play nice with Proxys (ours is TMG powered) Play nice with Live@Edu for email ticket creation (so where someone emails in with issues) Ideally runs off IIS (own personal reasons but I could be flexible) and that doesn’t look like total pants! So if anyone has any clues do let me know! As has been mentioned on this thread already - OP SamrtDesk will do all you ask including Live@Edu. If you host the software internally then proxies should not be an issue OPSD will be sent emails out to users with accounts on live@edu and (if you setup a dedicated helpdesk inbox) will poll, create or update support incidents too. OPSD does indeed run on IIS6 and above and use SQL Server 2005 or above as the database backend. OP SmartDesk is so much more than just a helpdesk though, the Sept 2011 release will include the following on top of the standard helpdesk and asset manager: - Printer Management including stock / consumable tracking and remote printer status updates and email notifications - Room / Resource Manager including 2 week timetable support and SIMS import - Logon tracker and user password reset tool In the pipline is a complete network manager providing server / switch / network node monitoring right down to server service and switch port with email and SMS notifcations. OPSD has been developed for schools and as a result of direct feedback from schools and user on this very forum Give me a shout if you need any more ionformation or wnat to setup a no obligation trial.
ICTNUT Posted July 26, 2011 Posted July 26, 2011 The way i understand it, the way OPSD works, is that you give the helpdesk an email address e.g support@... and then people email that. So long as people can email that, which should be simples as it's just an email. The helpdesk system should then have the job of checking it's mail, and working out what to do with it. That is all assuming you have your own mail on site, but even if it was off, it should be okay, though OPSD actually uses POP to do it's checking so it could be a pain. Mail coming from outside into your system should be okay. POPS and IMAP/S are now supported also.
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