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Run an Easy to Use Help Desk with Spiceworks

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Run an Easy to Use Help Desk with Spiceworks Run an Easy to Use Help Desk with Spiceworks Presentation Transcript

  • Make sure localhost:9675 is up and initialized as we want it. Help Desk Run an Easy to Use Help Desk with Spiceworks
  • Shad Reynolds Joined Spiceworks January 2007
  • Norway
  • Norway
  • Help Desk
  • Help Desk • Typical Lifecycle • Use Cases • Reporting • Setup • User Adoption • Extending
  • 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.
  • 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.
  • Does this remind you of your day?
  • http://thewebsiteisdown.com/
  • How would YOU define “Help Desk” in a sentence?
  • ? What is a Help Desk? How would YOU define “Help Desk” in a sentence?
  • 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
  • ? What is it for?
  • • ‘Touch the User’ Issue Resolution • Time on Task Tracking • Knowledge Repository From Spiceworks IT Guy - Kris.
  • Re active Next, I would like to get a sense for how you track issues today. Be honest.
  • Pro active Re Next, I would like to get a sense for how you track issues today. Be honest.
  • ? Help Desk Poll
  • Want to learn *how* you track issues in your organization. Issue Tracking
  • Want to learn *how* you track issues in your organization. Issue Tracking • No formal issue tracking
  • Want to learn *how* you track issues in your organization. Issue Tracking • No formal issue tracking • Track most user issues
  • Want to learn *how* you track issues in your organization. Issue Tracking • No formal issue tracking • Track most user issues • Track every user issue
  • 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)
  • What do you use for this tracking? Issue Tracking Support
  • What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk
  • What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk • Other Help Desk software
  • What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk • Other Help Desk software • Spreadsheet
  • What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk • Other Help Desk software • Spreadsheet • Email
  • What do you use for this tracking? Issue Tracking Support • Spiceworks Help Desk • Other Help Desk software • Spreadsheet • Email • Post-its
  • Terminology: A “Ticket” is how you track an “Issue”. “Track your issues with Tickets” Ticket Lifecycle
  • Terminology: A “Ticket” is how you track an “Issue”. “Track your issues with Tickets” Ticket Lifecycle • Create • Assign • Respond • Work • Capture • Close
  • 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
  • Spiceworks Help Desk Focus on Spiceworks, but much here is generally applicable.
  • Create Admins create tickets in the application. Your can direct your users to either email you, or go to a web page (or both).
  • 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).
  • 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).
  • Admin Ticket Creation
  • Admin Ticket Creation
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Admin Ticket Creation Summary is only required field. First 3 are most important for the creation of a ticket.
  • Email Ticket Creation
  • Email Ticket Creation
  • Email Ticket Creation Summary Description Attachment
  • Email Ticket Creation
  • Email Ticket Creation Summary Attachment Description
  • Email Ticket Creation
  • Email Ticket Creation
  • Email Ticket Creation
  • Email Ticket Creation
  • Portal Ticket Creation http://server/helpdesk
  • Portal Ticket Creation http://server/helpdesk
  • Portal Ticket Creation http://server/helpdesk
  • Portal Ticket Creation http://server/helpdesk
  • Also, just quickly want to mention that you can give your users messages here as well.
  • Also, just quickly want to mention that you can give your users messages here as well.
  • Also, just quickly want to mention that you can give your users messages here as well.
  • Assign Show both: Assign Tickets Accept Ticket Reassign Ticket
  • Assign • “Arbiter” assigns based on: Show both: Assign Tickets • Round Robin Accept Ticket • Knowledge Centric Reassign Ticket
  • Assign • “Arbiter” assigns based on: Show both: Assign Tickets • Round Robin Accept Ticket • Knowledge Centric Reassign Ticket • “Accept” Tickets
  • Assigning a Ticket
  • Assigning a Ticket
  • Assigning a Ticket
  • Assigning a Ticket
  • Assigning a Ticket
  • Assigning a Ticket
  • Assigning a Ticket
  • Assigning a Ticket
  • Assigning a Ticket
  • Accepting a Ticket
  • Accepting a Ticket
  • Accepting a Ticket
  • Accepting a Ticket
  • Respond User replies will appear as comments on the Ticket. • Respond to users directly • See related comments
  • Responding to a Ticket
  • Responding to a Ticket
  • Responding to a Ticket
  • Responding to a Ticket
  • Responding to a Ticket
  • Responding to a Ticket
  • Responding to a Ticket
  • Responding to a Ticket
  • Responding to a Ticket
  • Work • Device Specific • Purchases
  • Relating a Ticket
  • Relating a Ticket
  • Relating a Ticket
  • Relating a Ticket
  • Relating a Ticket
  • Relating a Ticket
  • Relating a Ticket
  • Relating a Ticket
  • Relating a Ticket
  • Adding Purchases
  • Adding Purchases
  • Adding Purchases
  • Adding Purchases
  • Adding Purchases
  • Adding Purchases
  • Adding Purchases
  • Adding Purchases
  • Adding Purchases
  • Adding Purchases
  • Adding Purchases
  • Capture Capture info as “private” comments. Time Spent example coming up!
  • Capture • Progress Details Capture info as “private” comments. Time Spent example coming up!
  • Capture • Progress Details Capture info as “private” comments. • Order Information Time Spent example coming up!
  • Capture • Progress Details Capture info as “private” comments. • Order Information Time Spent example coming up! • Outage Communication
  • Capture • Progress Details Capture info as “private” comments. • Order Information Time Spent example coming up! • Outage Communication • Time Spent
  • Capturing Time Spent
  • Capturing Time Spent
  • Capturing Time Spent
  • Capturing Time Spent
  • Capturing Time Spent
  • Capturing Time Spent
  • Resolution is searchable Close User is updated
  • Resolution is searchable Close User is updated • Document Resolution
  • Resolution is searchable Close User is updated • Document Resolution • Steps Taken
  • Resolution is searchable Close User is updated • Document Resolution • Steps Taken • People Involved
  • Resolution is searchable Close User is updated • Document Resolution • Steps Taken • People Involved • New Ticket(s)
  • Resolution is searchable Close User is updated • Document Resolution • Steps Taken • People Involved • New Ticket(s) • Clears out of your queue
  • 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
  • Use Cases How do we apply what we’ve learned? Disclaimer: Not an IT Guy
  • User Requests Most common use case. Appear Responsive (like you actually care!)
  • 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.
  • 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
  • Any/All Maintenance 2nd HD for Hospital Bldg. Maint (dinklock?)
  • Check out/in Police evidence checkout.
  • What else do you use Help Desk for? ? Etc.
  • Show Work Provide a Business Case Reporting
  • Reporting • Ticket Reports (open, closed, etc) • Export to Excel • SQL Reports (coming soon) • More tomorrow... From Tabrez
  • Setup
  • - Support for different types of ser vers - Requires a dedicated email address Email Settings Email Settings Pane
  • - Support for different types of ser vers - Requires a dedicated email address Email Settings Email Settings Pane
  • - Support for different types of ser vers - Requires a dedicated email address Email Settings Dedicated Email Address Email Settings Pane
  • Help Desk Settings Help Desk Settings Pane
  • Help Desk Settings Active Directory “User Portal” authentication only (Not generally applicable) Help Desk Settings Pane
  • Email Users Desktop Shortcut Higher Priority for HD ? User Adoption
  • Extending
  • Custom Fields Advanced Settings Pane
  • Custom Fields Advanced Settings Pane
  • Custom Fields Advanced Settings Pane
  • Custom Fields Advanced Settings Pane
  • Custom Fields Advanced Settings Pane
  • Custom Fields Advanced Settings Pane
  • Custom Fields Advanced Settings Pane
  • Custom Fields Advanced Settings Pane
  • Custom Fields Advanced Settings Pane
  • User Custom Fields
  • User Custom Fields
  • User Custom Fields
  • User Custom Fields
  • Modifying Categories
  • Modifying Categories
  • Modifying Categories Advanced Settings Pane
  • Modifying Categories Advanced Settings Pane
  • Modifying Categories Advanced Settings Pane
  • Modifying Categories Advanced Settings Pane
  • Modifying Categories Advanced Settings Pane
  • Modifying Categories Advanced Settings Pane
  • Modifying Categories Advanced Settings Pane
  • Help Desk Dashboard
  • Plugins
  • Example: Help Desk Responses
  • Example: Help Desk Responses
  • Example: Help Desk Responses
  • Example: Help Desk Responses
  • Example: Help Desk Responses
  • “Who here’s heard of Greasemonky?” Similar, but not the same. Javascript API’s Backend Data API’s “Greasy”
  • Plugins Architecture Browser Local Network Spiceworks Server
  • Plugins Architecture Browser HTML Local Network Spiceworks Server
  • Plugins Architecture Browser Javascript Plugin HTML Layer Local Network Spiceworks Server
  • Plugins Architecture Browser Javascript Plugin HTML Layer Local Network Spiceworks Server
  • Plugins Architecture Browser Javascript Plugin HTML Layer Local Network Spiceworks Server
  • Example: Common Responses
  • Example: Common Responses
  • Example: Common Responses
  • Building a Plugin
  • Building a Plugin
  • Building a Plugin
  • Building a Plugin
  • Building a Plugin
  • Building a Plugin
  • Building a Plugin
  • Questions?
  • Conversation continues on the Spiceworks Community. Email will be sent out with links. The end Shad Reynolds shad@spiceworks.com