leon999uk

That is all part of it as well, i can force them to specify a room and asset or enter in a make and model (were waiting for our asset discovery software before i start manually entering in things) once we got that i will be assigning assets to users and assets to room, so they can then pick only assets that belong to them or in the room they teach in. but just want to streamline the request types first! once i got my request types sorted and all sub categories, i can then force the options or picking rooms and assets etc... and also chuck in a load of FAQ's so as they start logging a job and selecting the categories Faq's relevant to what they are selecting will pop up!

Thats what i am going to be slimming down, so that they cant put it in the wrong place! Heres My Current Catagories that i am going to be changing: http://i101.photobucket.com/albums/m50/devilsson999uk/Picture1.png to something like the start post: Software Workstation Printing / Scanning Copier Telephones and Mobile Devices Interactive Board Web / Internet Reset Student ID Report Missing or Stolen Equipment Report Virus / Malicious Software but want know what everyone else has setup!

Thanks for the screen grab, and that is what i hope to do i want to make it simple yet flexible.

Yeah thats what i am aiming towards to keep it simple but i also want to push the users into giving as much info as possible by using the categories. e.g: Interactive Board >> Smartboard >> Error Interactive Board >> Smartboard >> Loose Cable so with the 2 option above, i will not let them enter any details on the option of Interactive Board or Smartboard, i will push them to make a choice of either Error or Loose cable (for example) and only if they pick either of them 2 options will they then be able to fill in the details on the ticket. I understand that each category is going to have different sub categories, and i will need to work out where i give them the option on each one to put in the details to fill out for the problem or query. Does this sound sensible? i think it will get the users to think more about reporting things, instead of just emailing a load of gobbledy gook and me spending ages trying to get more information etc..

Hi Guys, Just starting to revamp my helpdesk software (Webhelpdesk) What request types would you suggest? My basic starting point i am looking at is: Software Workstation Printing / Scanning Copier Telephones and Mobile Devices Interactive Board Web / Internet Reset Student ID Report Missing or Stolen Equipment Report Virus / Malicious Software These will be the first options users will see when reporting a problem, then each one will be branching off into different sub categories. The scenario is that we have had this software a short while and i have got it going, but now looking at expanding it and using it to its full potential, i am starting to prepare it for users to use, and i want to try and make it as use friendly as possible as users here have not been able to log calls through helpdesk software before its always been via email and telephone. I am planning to obviously add FAQ's etc but need to get what i call the core request types setup and work out what sub categories etc . What do you all think and any suggestions? What have any of you got listed as your categories? Any suggestions appreciated

Hi Guys just got emailed this URL which a lecturer here caught students using to access Facebook chat so jsut thought i would pass it on in case your internet filtering is missing it. https://imo.im/ Hope this helps

It was difficult to reply to. One part of me wanted to unleash the anger inside! i cannot beleive the pure cheek of asking if i can order a kettle and a bin, I think i shall post a sign outside the office advertising as ARGOS DIRECT PLACE YOUR ORDER HERE however i had to be professional (mush to my dismay) and here was my reply:

Received an email this morning to me at the IT Helpdesk and it read as follows: Ok so i understand we are currently moving to a new build, and obviously this member of staff has moved but This is an IT Helpdesk not a bring all your other problems here Helpdesk!

working up until christmas eve then off until 4th jan

We use cute PDF here

i believe that you have to do that with a Ford KA to!

would be nice to see pics ! all this talk of the snow.... but as i am not seeing it i am not feeling like it is christmas!

still nothing here in south east!

Nothing down here in the south east yet! just sunshine

I hope it does, will be nice to have some just before or through christmas!