call logging system?

[andydis]

Hello,

 

I was wondering what others use for the call logging software? I have tried spiceworks but dont really seem to get on with it.

 

do you know anything "out of the box" , that has the following features:-

 

1) is web based for access via any device.

1a) Web dashboard with open calls / network monioring ( ping status's etc)

2) email to auto log call / ticket

3) auto emailer for call / ticket updates

4) auto log call on network event ( e.eg. ping loss, network event etc)

 

thats all really, surprised I cannot find one other than Spiceworks,

[Edu-IT]

OP Smartdesk, www.opsmartdesk.com, will not most of that. Not number 4 though but you could use something like Nagios to do that part then email the desk.

[british_government]

We use manage engine

Customer Service Software, Customer service and support software, Customer Help desk software

[Firefox]

I believe System Center Service Manager can manage all 4

[rpettit]

We use Web Help Desk - Great product. Does all not do number 4

[gshaw]

I believe System Center Service Manager can manage all 4

 

I've been meaning to try that for the past year, meant to be based on ITIL so should cover Configuration Management and related items as well

[jamin]

Using System Center Service Manager 2012, needs quite a bit of setting up for small environments (designed for large orgs so need to turn off / hide a lot of stuff) but doing the job at the moment and very cost effective with schools MS licensing. The user web portal is popular and well presented but the reporting is taking a bit of getting used to.

[plexer]

OP Smartdesk, www.opsmartdesk.com, will not most of that. Not number 4 though but you could use something like Nagios to do that part then email the desk.

 

OPSD could be made to do number 4 quite easily well when I say easily I mean @ICTNUT could make it do that

 

Ben

[andydis]

looking forwrd to testing System Center Service Manager 2012 , shame OPDK doesn't have a download trial ( just a online demo)

[glennda]

Request Tracker - free open source and works very well.

[ICTNUT]

looking forwrd to testing System Center Service Manager 2012 , shame OPDK doesn't have a download trial ( just a online demo)

 

We should have a downloadable demo version in the next couple of weeks just working out a few issues with it at the moment.

[ICTNUT]

Hello,

 

I was wondering what others use for the call logging software? I have tried spiceworks but dont really seem to get on with it.

 

do you know anything "out of the box" , that has the following features:-

 

1) is web based for access via any device.

1a) Web dashboard with open calls / network monioring ( ping status's etc)

2) email to auto log call / ticket

3) auto emailer for call / ticket updates

4) auto log call on network event ( e.eg. ping loss, network event etc)

 

thats all really, surprised I cannot find one other than Spiceworks,

 

We can do all but number 4, however from Jan 2013 we will be covering number 4 also with our BETA testers scheduled to start testing from next week.

 

This is what we will cover on point 4 from Jan 2013:

 

Monitor Internet Protocols:

DHCP

DNS

FTP

HTTP(s)

ICMP Ping

IMAP MailServer

LDAP

NNTP

NTP

POP3

RADIUS

SFTP

SMTP

SMPP

SMTP/POP3 Roundtrip

SNMP GET

SNMP Traps

TCP

TFTP

TraceRoute

 

Monitor Windows:

Active Directory

Anti-Virus

CPU Usage

Directory

Disk Drives

Disk Space

Event Log

Files

Memory Usage

MS Exchange

MS Index Server

MS IIS Server

MS ISA Server

MS SharePoint

MS SQL Server

MSMQ

MS Terminal Server

Performance Counters

PowerShell

Printers

Processes

Registry

Remote Command

Removable Drives

Scheduled Task

Services

VBScript

Windows Defender

 

Monitor Linux / Unix:

SSH

RSH

 

Monitor Database:

MS Access

MS SQL

MySQL

ODBC

Oracle

 

Monitor Environmental:

Humidity

Light

Motion

Resistance

Smoke

Temperature

 

Monitor Miscellaneous:

Door (open/close)

Power

Serial Device

 

All of the above are not just up/down tests they are extensive and customisable to ensure acurate testing with full graphing and direct to helpdesk notifications when predefined triggers are met.

Edited November 12, 2012 by ICTNUT

[garethm]

We used Trellis Desk - it's damn basic, but really good, really reliable!

There's no automatic ticket creation out of the box, but it's totally PHP based, so I'm sure that with some tweaking it could be adjusted for this!

We also got it semi-AD based, so that it authenticated against AD rather than it's own MySQL database

[TheScarfedOne]

+1 for System Centre Service Manager here as well. Theres a bit on my blog about setting it up.

 

Previously used GLPI (GLPI - Gestionnaire libre de parc informatique) and ManageEngine as well. Both also worked well.

[Zimmer]

Hi guys, we have just started using OTRS, its open source and extremely powerful - OTRS Help Desk software - OTRS IT Service Management software - Free Open Source Help Desk - Problem Management System - Customer Interaction Software | OTRS

 

Started using it at the start of the September term to log all support incidents via email or the web interface for staff users, we needed something powerful and flexible enough to replace the BSF provided helpdesk system now we have gone in-house. So far we have almost reached 1000 tickets closed and its working like a dream. We have some good monthly reports coming out if it too so the SLT get to see lots of pretty graphs and charts to show now we are holding up against our SLAs

 

Highly recommend using OTRS to anyone, I'd recommend giving it it's own VM to run on. Our facilities team are also considering having their own OTRS instance for incident logging too

[sjatkn]

Hi guys, we have just started using OTRS, its open source and extremely powerful - OTRS Help Desk software - OTRS IT Service Management software - Free Open Source Help Desk - Problem Management System - Customer Interaction Software | OTRS

 

We also use OTRS, we haven't even scratched the surface of what we can do with it. I must look at all the add on, like RFC's, configuration management and integrating it with Nagios.