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Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
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Spiceworks Basics 2: Help Desk & Reporting

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Transcript

  • 1. Break Out Session Help Desk and Reporting Presented By:
  • 2. What is a Help Desk?
  • 3. Why use a Help Desk? • Keep track of your work • Keep your users informed • Build your business case • Become Efficient
  • 4. Help Desk Work Flow How are tickets created? Email User Portal Spiceworks HelpDesk
  • 5. Help Desk Work Flow Working a ticket Troubleshoot Summary Ticket Info User Time Spent Custom Info Purchases Notes User Comments Actions Related Asset
  • 6. Help Desk Work Flow Working a ticket Making Changes
  • 7. Users Keeping them informed • Keep the portal updated Messages on the user portal
  • 8. Users Keeping them informed • Keep the portal updated • Use Custom Attributes Custom Attributes
  • 9. Users Keeping them informed • Keep the portal updated • Use Custom Attributes • Customize Email Templates
  • 10. Users Keeping them informed • Keep the portal updated • Use Custom Attributes • Customize Email Templates • Email Notifications
  • 11. Tips and Tricks Get more out of the help desk • Customize your dashboard
  • 12. Tips and Tricks Get more out of the help desk • Customize your dashboard • Save notes
  • 13. Tips and Tricks Get more out of the help desk • Customize your dashboard • Save notes • Report and spot trends
  • 14. Reporting
  • 15. Name and Description Type Conditions Display
  • 16. Types Of Reports • Devices • Tickets • Applications • IT Services
  • 17. Conditions • Auto-complete
  • 18. Conditions • Auto-complete • AND / OR All or Any Conditions
  • 19. Conditions • Auto-complete • AND / OR • Strings
  • 20. Conditions • Auto-complete • AND / OR • Strings • Dates
  • 21. Conditions: Dates Explicit Dates Relative Dates
  • 22. Relative Dates • 3 years ago • 5 months before now • 7 days from now • next month • 1 year ago tomorrow • 3 months ago saturday • 3rd wednesday in november • 4th day last week • last week tuesday
  • 23. Display Add new columns First column defines sort order Drag-and-drop reorder columns
  • 24. Display Date Format Change Date Format • Customizable format • Settings > Advanced Options
  • 25. Importing and Exporting • No Data • Just Rules • Text Format Import Export Report File (.rptx) Report File (.rptx)
  • 26. Sharing Reports
  • 27. Advanced Topics
  • 28. Scripting Reports • Script access to reports and data • Scheduled reports by email • Extend SW for your network http://community.spiceworks.com/education/projects/Scripting_Spiceworks_Reports
  • 29. Custom Reports Reporting Build Rules Interface Database
  • 30. Custom Reports SQLite Browser Reporting Build Rules or Interface ODBC Database sqlitebrowser.sourceforge.net
  • 31. Some Limitations • Reporting across types • Summations, Aggregations • Complex rules (and/or)
  • 32. Coming Soon!
  • 33. SQL Reports • SQL Based • Flexible • Advanced Users • Shared Reports • Subject To Schema • Graphical
  • 34. SQL Reports
  • 35. SQL Reports • Build your own dashboards • Mix-and-match widgets
  • 36. Questions? • Spice Bar • Community www.spiceworld2008.com

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