Run an Easy to Use Help Desk with Spiceworks

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

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 Summary is only required ﬁeld. First 3 are most important for the creation of a ticket.

Email Ticket Creation

Email Ticket Creation Summary Description Attachment

Email Ticket Creation Summary Attachment Description

Portal Ticket Creation http://server/helpdesk

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

Accepting a Ticket

Respond User replies will appear as comments on the Ticket. • Respond to users directly • See related comments

Responding to a Ticket

Work • Device Speciﬁc • Purchases

Relating a Ticket

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

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 \"fix\" the problem, but also need to order a part. • Create a second ticket, referencing the first, with this work. • Ticket: \"Perform service X on Asset Y related to ticket Z\" (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 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

User Custom Fields

Modifying Categories

Modifying Categories Advanced Settings Pane

Help Desk Dashboard

Plugins

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

Example: Common Responses

Building a Plugin

Questions?

Conversation continues on the Spiceworks Community. Email will be sent out with links. The end Shad Reynolds shad@spiceworks.com

Run an Easy to Use Help Desk with Spiceworks

0 comments

Notes on slide 1

2 Favorites