The helpdesk tag has no wiki summary.
0
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0answers
28 views
Spiceworks Tickets Anywhere does not always auto assign tickets with #assign command [closed]
We have server automated monitoring systems that will generate helpdesk tickets in our Spiceworks system using the Tickets Anywhere functionality.
Some of these emails never get assigned to the ...
3
votes
2answers
152 views
Documenting Client Infrastructure [closed]
Working on a new project, and need some documentation advice. I need to be able to document ~ 400 client sites to track assets, setup, hardware layout, network layout, etc. We want to have photos, ...
0
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2answers
87 views
How to use the original sender date instead of the fetch date in OTRS
When OTRS fetches emails from an IMAP account it forgets the original send date and replaces this with the fetch (!) date.
Normally this is not a problem, but when you're importing an existing IMAP ...
3
votes
2answers
1k views
Can I close tickets on OTRS through e-mail like Trac does?
I'm setting up a new helpdesk and one of the main features of Trac is that you can manage tickets through e-mail tags, is there any way of doing this through OTRS?
2
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4answers
285 views
Network install all versions of windows for univeristy IT help desk
I work at the help desk for students, faculty and staff at a large university. As part of our daily operations we see ourselves installing every version of windows (xp, vista, 7; both 32 and 64 bit of ...
1
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1answer
117 views
Application to help employees via “Remote Access/Desktop”
We have a company with about 100 employees, however half of us just got moved to another building.
Even though i probably could use the exercise it would be nice to offer fast help on employees ...
2
votes
1answer
483 views
Open-source HelpDesk solution for Windows?
I'm looking for an open-source HelpDesk solution with the following features:
CAS or direct AD integration
Different priorities for different tickets
KB generation (from tickets and manually)
Email ...
2
votes
1answer
7k views
Best open-source HelpDesk software? [closed]
Good morning,
I'm currently researching 3 different open-source HelpDesk solutions, and am interesting in hearing your experiences with them, to help me decide which to implement in a small-sized IT ...
-1
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2answers
162 views
ISP Call center “user without internet” solution?
ive got this situation:
Operator pickups phone in helpdesk. By CallerID he gets users contract number and can see personal details.
Main question from user is "I dont have internet connection or i ...
0
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3answers
157 views
Need a list of machine attributes to inventory and track
We're evaluating helpdesk/ticketing/inventory management software. Does anyone have a list or a clean way of getting a list of all machine attribute types? I'm not looking to get the actual values, ...
0
votes
2answers
128 views
Has anyone seen this Issue Tracking software feature before?
We're looking to get some software written if we can't find one on the market.
Has anyone ever seen Issue Tracking Software that allows the user to log their own issue on a website? One where they ...
1
vote
4answers
373 views
Career Advancement [closed]
I have worked in consulting for a 2 years dealing mainly with small to medium sized businesses doing work ranging from PCs, networks and server administration. I am looking at the possibility of a ...
4
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8answers
474 views
Ho do you view all your monitoring software
In my office I have all our monitoring tools setup and working great, but I dont have an easy way to view them.
I have a large TV in my office plugged into an old PC that has my nagios status page ...
2
votes
4answers
853 views
In simple terms the difference between a Group and a Role in OTRS Ticket system?
I'm new to this whole OTRS/Help ticket system notion.
Be grateful if anybody could provide a simple example that differentiates between a User in a Group and a User assosciated with a Role in OTRS. ...
0
votes
1answer
390 views
Mail ticket system for suport / helpdesk with IMAP SSL suport (certificates)
I have been looking for some helpdesk (OpenSource or free) that I can use with the support of IMAP mail with SSL and certificates. If is coded in PHP all will be easier (for me).
I've tried "eTicket ...
3
votes
2answers
94 views
Request of resources: IT Management direction
Does anyone know where I can find white papers on IT organizational structure? For instance, instilling a Dynamic view vs. Dictatorial view.
For instance:
Should a company dictate which email client ...
0
votes
3answers
454 views
What are some good hosted issue tracking systems for non-developers?
This question is similar to Good Open Source issue tracking systems for non-developers
but in our case, we would prefer a hosted solution. The users are end-users, on the low end of computer ...
4
votes
5answers
498 views
How to manage Infrastructure projects vs Helpdesk
In pretty much any IT dept that manages a network, you have to find a way to balance time between Helpdesk calls (frequent, simple things like 'I cant print') and longer term infrastructure projects ...
6
votes
3answers
754 views
Spiceworks versus Request Tracker?
We currently utilize Request Tracker for help desk ticketing, we utilize Spiceworks for asset inventorying. I am pondering whether it might be worthwhile to move from RT to Spiceworks for help desk as ...
1
vote
2answers
214 views
Help desk software - specific feature needed
I am having a hard time finding help desk software that allows for drop down hyperlink selection during ticket creation.
The situation is that we do external support for client systems and connect ...
3
votes
10answers
643 views
HelpDesk software suggestions [closed]
I'm looking for a very solid, ideally Web 2.0 Help Desk software for my IT service company.
I've looked at various options, including Help Spot & Zendesk, however none of them really 'tick' the ...
0
votes
2answers
3k views
WordPress-based ticketing systems?
I have been asked to set up a ticketing/help desk system for a small nonprofit. Our server runs Debian GNU/Linux.
Because we already have WordPress installed and plan to exploit it heavily going ...
10
votes
11answers
3k views
Inexpensive Remote Assistance software? [closed]
Any recommendations for Remote Assistance software that does not require firewall modification for clients?
To assist client with software problems and perform training, we currently use a tool ...
11
votes
7answers
296 views
What features to you like to see in a help desk product?
This question is for the professional sys admins and desktop support folks. Sorry developers...you can go talk about bug tracking on Stack Overflow.
What type of features or functionally do you like ...
2
votes
6answers
1k views
What Trouble Ticket system would you recommend? [duplicate]
Possible Duplicate:
What are some good web based trouble ticket systems?
Hi
I am looking for a simple trouble ticketing system for my small software development company. It should be web ...
2
votes
4answers
646 views
Can anyone recommend internal IT support procedures?
My company currently has one IT support person who very stressed with the work. The person is only able to do work arounds before having to move to the next item on the list so problems often do not ...
5
votes
7answers
456 views
What is the best service for Incident Report Tracking / Help Desk
I'm thinking of a system that can be used to report problems to an IT group. When problems are added, the IT group is notified. A very easy to look at list. Something that follows the KISS ...
1
vote
6answers
7k views
Best practices for helpdesk/ticketing system category trees
Has anyone who's ever configured a helpdesk/ticketing system ever been through the same iterative process around creating the "right" ticket categories?
Revision 1:
Infrastructure
Server
Citrix
...
5
votes
14answers
36k views
Can I get all active directory passwords in clear text using reversible encryption?
EDIT: Can anybody actually answer the question? Thanks, I don't need no audit trail, I WILL know all the passwords and users can't change them and I will continue to do so.
This is not for hacking!
...
4
votes
3answers
2k views
What are the best tools for implementing ITIL?
If you have implemented ITIL into your company's IT Service Management processes, what tools have you found to provide the smoothest transition, to manage the processes best and to provide the best ...
