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1
vote
1answer
52 views

Creating an exception for needing admin credentials to install software

An employee at my company uses the service WebEx on a regular basis, and every time someone uses the service, they have to temporarily install their plugin in order for it to work. Every time that ...
0
votes
1answer
502 views

Password reset fails for end users when minimum password age set for more than 0 days

Our Help Desk has been resetting user passwords with "user must reset password at next logon" for years. Recently reset default domain policy for "minimum password age" from 0 days to 5 days. Now ...
2
votes
2answers
309 views

Request tracker: Auto assign owner on reply

We recently migrated from Spiceworks to RT4. In Spiceworks, you could set it to where it auto assigns a ticket upon an tech's reply or use email tags to assign it to another tech. Is there a way to ...
3
votes
2answers
212 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
votes
2answers
351 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
4k 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
votes
4answers
319 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
vote
1answer
129 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
557 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
10k 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
votes
2answers
182 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
votes
3answers
220 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
137 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
448 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
votes
8answers
581 views

Ho do you view all your monitoring software [closed]

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
2k 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
479 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
96 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
525 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
527 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
1k views

Spiceworks versus Request Tracker? [closed]

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
236 views

Help desk software - specific feature needed [closed]

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
738 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 ...
-1
votes
2answers
3k views

WordPress-based ticketing systems? [closed]

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
4k 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 ...
19
votes
9answers
18k views

Good free Helpdesk software? [closed]

looking for good free or open-source Help Desk software. And by Help Desk Software I don't mean development issue tracking (which is slightly different), I mean software that is optimised towards ...
11
votes
7answers
318 views

What features to you like to see in a help desk product? [closed]

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
2k 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
677 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 ...
3
votes
6answers
9k 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
57k 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! ...