Run an Easy to Use Help Desk with Spiceworks

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Run an Easy to Use Help Desk with Spiceworks

  1. 1. Make sure localhost:9675 is up and initialized as we want it. Help Desk Run an Easy to Use Help Desk with Spiceworks
  2. 2. Shad Reynolds Joined Spiceworks January 2007
  3. 3. Norway
  4. 4. Norway
  5. 5. Help Desk
  6. 6. Help Desk • Typical Lifecycle • Use Cases • Reporting • Setup • User Adoption • Extending
  7. 7. comments and questions... I’m also here to learn from you. Speak up if something sounds wrong, or if you have something to add to the conversation.
  8. 8. comments and questions... I’m also here to learn from you. Speak up if appreciated something sounds wrong, or if you have something to add to the conversation.
  9. 9. Does this remind you of your day?
  10. 10. http://thewebsiteisdown.com/
  11. 11. How would YOU define “Help Desk” in a sentence?
  12. 12. ? What is a Help Desk? How would YOU define “Help Desk” in a sentence?
  13. 13. ITIL this way... A “single point of contact” between IT and its users. ... but this is not the whole story. HD is much more. Recommend checking out ITIL related materials around Service Desk. Source: http://www.knowledgetransfer.net/dictionary/ITIL/en/Help_Desk.htm
  14. 14. ? What is it for?
  15. 15. • ‘Touch the User’ Issue Resolution • Time on Task Tracking • Knowledge Repository From Spiceworks IT Guy - Kris.
  16. 16. Re active Next, I would like to get a sense for how you track issues today. Be honest.
  17. 17. Pro active Re Next, I would like to get a sense for how you track issues today. Be honest.
  18. 18. ? Help Desk Poll
  19. 19. Want to learn *how* you track issues in your organization. Issue Tracking
  20. 20. Want to learn *how* you track issues in your organization. Issue Tracking • No formal issue tracking
  21. 21. Want to learn *how* you track issues in your organization. Issue Tracking • No formal issue tracking • Track most user issues
  22. 22. Want to learn *how* you track issues in your organization. Issue Tracking • No formal issue tracking • Track most user issues • Track every user issue
  23. 23. Want to learn *how* you track issues in your organization. Issue Tracking • No formal issue tracking • Track most user issues • Track every user issue • Track every task (user issues, change requests, checkout/in)
  24. 24. What do you use for this tracking? Issue Tracking Support
  25. 25. What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk
  26. 26. What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk • Other Help Desk software
  27. 27. What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk • Other Help Desk software • Spreadsheet
  28. 28. What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk • Other Help Desk software • Spreadsheet • Email
  29. 29. What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk • Other Help Desk software • Spreadsheet • Email • Post-its
  30. 30. Terminology: A “Ticket” is how you track an “Issue”. “Track your issues with Tickets” Ticket Lifecycle
  31. 31. Terminology: A “Ticket” is how you track an “Issue”. “Track your issues with Tickets” Ticket Lifecycle • Create • Assign • Respond • Work • Capture • Close
  32. 32. Terminology: A “Ticket” is how you track an “Issue”. “Track your issues with Tickets” Ticket Lifecycle • Create • Assign • Respond No Particular • Work Order • Capture • Close
  33. 33. Spiceworks Help Desk Focus on Spiceworks, but much here is generally applicable.
  34. 34. Create Admins create tickets in the application. Your can direct your users to either email you, or go to a web page (or both).
  35. 35. Create Admin User Admins create tickets in the application. Your can direct your users to either email you, or go to a web page (or both).
  36. 36. Create Admin User Admins create tickets in the application. Email Portal Your can direct your users to either email you, or go to a web page (or both).
  37. 37. Admin Ticket Creation
  38. 38. Admin Ticket Creation
  39. 39. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  40. 40. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  41. 41. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  42. 42. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  43. 43. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  44. 44. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  45. 45. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  46. 46. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  47. 47. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  48. 48. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  49. 49. Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  50. 50. Email Ticket Creation
  51. 51. Email Ticket Creation
  52. 52. Email Ticket Creation Summary Description Attachment
  53. 53. Email Ticket Creation
  54. 54. Email Ticket Creation Summary Attachment Description
  55. 55. Email Ticket Creation
  56. 56. Email Ticket Creation
  57. 57. Email Ticket Creation
  58. 58. Email Ticket Creation
  59. 59. Portal Ticket Creation http://server/helpdesk
  60. 60. Portal Ticket Creation http://server/helpdesk
  61. 61. Portal Ticket Creation http://server/helpdesk
  62. 62. Portal Ticket Creation http://server/helpdesk
  63. 63. Also, just quickly want to mention that you can give your users messages here as well.
  64. 64. Also, just quickly want to mention that you can give your users messages here as well.
  65. 65. Also, just quickly want to mention that you can give your users messages here as well.
  66. 66. Assign Show both: Assign Tickets Accept Ticket Reassign Ticket
  67. 67. Assign • “Arbiter” assigns based on: Show both: Assign Tickets • Round Robin Accept Ticket • Knowledge Centric Reassign Ticket
  68. 68. Assign • “Arbiter” assigns based on: Show both: Assign Tickets • Round Robin Accept Ticket • Knowledge Centric Reassign Ticket • “Accept” Tickets
  69. 69. Assigning a Ticket
  70. 70. Assigning a Ticket
  71. 71. Assigning a Ticket
  72. 72. Assigning a Ticket
  73. 73. Assigning a Ticket
  74. 74. Assigning a Ticket
  75. 75. Assigning a Ticket
  76. 76. Assigning a Ticket
  77. 77. Assigning a Ticket
  78. 78. Accepting a Ticket
  79. 79. Accepting a Ticket
  80. 80. Accepting a Ticket
  81. 81. Accepting a Ticket
  82. 82. Respond User replies will appear as comments on the Ticket. • Respond to users directly • See related comments
  83. 83. Responding to a Ticket
  84. 84. Responding to a Ticket
  85. 85. Responding to a Ticket
  86. 86. Responding to a Ticket
  87. 87. Responding to a Ticket
  88. 88. Responding to a Ticket
  89. 89. Responding to a Ticket
  90. 90. Responding to a Ticket
  91. 91. Responding to a Ticket
  92. 92. Work • Device Specific • Purchases
  93. 93. Relating a Ticket
  94. 94. Relating a Ticket
  95. 95. Relating a Ticket
  96. 96. Relating a Ticket
  97. 97. Relating a Ticket
  98. 98. Relating a Ticket
  99. 99. Relating a Ticket
  100. 100. Relating a Ticket
  101. 101. Relating a Ticket
  102. 102. Adding Purchases
  103. 103. Adding Purchases
  104. 104. Adding Purchases
  105. 105. Adding Purchases
  106. 106. Adding Purchases
  107. 107. Adding Purchases
  108. 108. Adding Purchases
  109. 109. Adding Purchases
  110. 110. Adding Purchases
  111. 111. Adding Purchases
  112. 112. Adding Purchases
  113. 113. Capture Capture info as “private” comments. Time Spent example coming up!
  114. 114. Capture • Progress Details Capture info as “private” comments. Time Spent example coming up!
  115. 115. Capture • Progress Details Capture info as “private” comments. • Order Information Time Spent example coming up!
  116. 116. Capture • Progress Details Capture info as “private” comments. • Order Information Time Spent example coming up! • Outage Communication
  117. 117. Capture • Progress Details Capture info as “private” comments. • Order Information Time Spent example coming up! • Outage Communication • Time Spent
  118. 118. Capturing Time Spent
  119. 119. Capturing Time Spent
  120. 120. Capturing Time Spent
  121. 121. Capturing Time Spent
  122. 122. Capturing Time Spent
  123. 123. Capturing Time Spent
  124. 124. Resolution is searchable Close User is updated
  125. 125. Resolution is searchable Close User is updated • Document Resolution
  126. 126. Resolution is searchable Close User is updated • Document Resolution • Steps Taken
  127. 127. Resolution is searchable Close User is updated • Document Resolution • Steps Taken • People Involved
  128. 128. Resolution is searchable Close User is updated • Document Resolution • Steps Taken • People Involved • New Ticket(s)
  129. 129. Resolution is searchable Close User is updated • Document Resolution • Steps Taken • People Involved • New Ticket(s) • Clears out of your queue
  130. 130. Resolution is searchable Close User is updated • Document Resolution • Steps Taken • People Involved • New Ticket(s) • Clears out of your queue • User response will reopen
  131. 131. Use Cases How do we apply what we’ve learned? Disclaimer: Not an IT Guy
  132. 132. User Requests Most common use case. Appear Responsive (like you actually care!)
  133. 133. Change Control • User submits a ticket with a problem. • You quot;fixquot; the problem, but also need to order a part. • Create a second ticket, referencing the first, with this work. • Ticket: quot;Perform service X on Asset Y related to ticket Zquot; (2nd ticket) • Fix, Capture time spent and close out ticket.
  134. 134. Service Level Agreements (SLA) • Relate a ticket to the service that's down (Intermedia) • Capture how long the service was down for • Status updates from the service into the ticket. • Always close with the resolution
  135. 135. Any/All Maintenance 2nd HD for Hospital Bldg. Maint (dinklock?)
  136. 136. Check out/in Police evidence checkout.
  137. 137. What else do you use Help Desk for? ? Etc.
  138. 138. Show Work Provide a Business Case Reporting
  139. 139. Reporting • Ticket Reports (open, closed, etc) • Export to Excel • SQL Reports (coming soon) • More tomorrow... From Tabrez
  140. 140. Setup
  141. 141. - Support for different types of ser vers - Requires a dedicated email address Email Settings Email Settings Pane
  142. 142. - Support for different types of ser vers - Requires a dedicated email address Email Settings Email Settings Pane
  143. 143. - Support for different types of ser vers - Requires a dedicated email address Email Settings Dedicated Email Address Email Settings Pane
  144. 144. Help Desk Settings Help Desk Settings Pane
  145. 145. Help Desk Settings Active Directory “User Portal” authentication only (Not generally applicable) Help Desk Settings Pane
  146. 146. Email Users Desktop Shortcut Higher Priority for HD ? User Adoption
  147. 147. Extending
  148. 148. Custom Fields Advanced Settings Pane
  149. 149. Custom Fields Advanced Settings Pane
  150. 150. Custom Fields Advanced Settings Pane
  151. 151. Custom Fields Advanced Settings Pane
  152. 152. Custom Fields Advanced Settings Pane
  153. 153. Custom Fields Advanced Settings Pane
  154. 154. Custom Fields Advanced Settings Pane
  155. 155. Custom Fields Advanced Settings Pane
  156. 156. Custom Fields Advanced Settings Pane
  157. 157. User Custom Fields
  158. 158. User Custom Fields
  159. 159. User Custom Fields
  160. 160. User Custom Fields
  161. 161. Modifying Categories
  162. 162. Modifying Categories
  163. 163. Modifying Categories Advanced Settings Pane
  164. 164. Modifying Categories Advanced Settings Pane
  165. 165. Modifying Categories Advanced Settings Pane
  166. 166. Modifying Categories Advanced Settings Pane
  167. 167. Modifying Categories Advanced Settings Pane
  168. 168. Modifying Categories Advanced Settings Pane
  169. 169. Modifying Categories Advanced Settings Pane
  170. 170. Help Desk Dashboard
  171. 171. Plugins
  172. 172. Example: Help Desk Responses
  173. 173. Example: Help Desk Responses
  174. 174. Example: Help Desk Responses
  175. 175. Example: Help Desk Responses
  176. 176. Example: Help Desk Responses
  177. 177. “Who here’s heard of Greasemonky?” Similar, but not the same. Javascript API’s Backend Data API’s “Greasy”
  178. 178. Plugins Architecture Browser Local Network Spiceworks Server
  179. 179. Plugins Architecture Browser HTML Local Network Spiceworks Server
  180. 180. Plugins Architecture Browser Javascript Plugin HTML Layer Local Network Spiceworks Server
  181. 181. Plugins Architecture Browser Javascript Plugin HTML Layer Local Network Spiceworks Server
  182. 182. Plugins Architecture Browser Javascript Plugin HTML Layer Local Network Spiceworks Server
  183. 183. Example: Common Responses
  184. 184. Example: Common Responses
  185. 185. Example: Common Responses
  186. 186. Building a Plugin
  187. 187. Building a Plugin
  188. 188. Building a Plugin
  189. 189. Building a Plugin
  190. 190. Building a Plugin
  191. 191. Building a Plugin
  192. 192. Building a Plugin
  193. 193. Questions?
  194. 194. Conversation continues on the Spiceworks Community. Email will be sent out with links. The end Shad Reynolds shad@spiceworks.com

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