Break Out Session
Help Desk and Reporting
Presented By:

What is a Help Desk?

Why use a Help Desk?
• Keep track of your work
• Keep your users informed
• Build your business case
• Become Efficient

Help Desk Work Flow
How are tickets created?
Email
User Portal Spiceworks
HelpDesk

Help Desk Work Flow
Working a ticket
Troubleshoot
Summary
Ticket Info
User
Time Spent
Custom Info
Purchases
Notes
User Comments
Actions
Related Asset

Help Desk Work Flow
Working a ticket
Making
Changes

Users
Keeping them informed
• Keep the portal updated
Messages on the
user portal

Users
Keeping them informed
• Keep the portal updated
• Use Custom Attributes
Custom Attributes

Users
Keeping them informed
• Keep the portal updated
• Use Custom Attributes
• Customize Email Templates

Users
Keeping them informed
• Keep the portal updated
• Use Custom Attributes
• Customize Email Templates
• Email Notifications

Tips and Tricks
Get more out of the help desk
• Customize your dashboard

Tips and Tricks
Get more out of the help desk
• Customize your dashboard
• Save notes

Tips and Tricks
Get more out of the help desk
• Customize your dashboard
• Save notes
• Report and spot trends

Reporting

Name and Description
Type
Conditions
Display

Types Of Reports
• Devices
• Tickets
• Applications
• IT Services

Conditions
• Auto-complete

Conditions
• Auto-complete
• AND / OR
All or Any Conditions

Conditions
• Auto-complete
• AND / OR
• Strings

Conditions
• Auto-complete
• AND / OR
• Strings
• Dates

Conditions: Dates
Explicit Dates
Relative Dates

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

Display
Add new columns
First column
defines sort order
Drag-and-drop
reorder columns

Display Date Format
Change
Date Format
• Customizable format
• Settings > Advanced Options

Importing and Exporting
• No Data
• Just Rules
• Text Format
Import Export
Report File (.rptx) Report File (.rptx)

Sharing Reports

Advanced Topics

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

Custom Reports
Reporting
Build Rules
Interface
Database

Custom Reports
SQLite Browser
Reporting
Build Rules or
Interface
ODBC
Database
sqlitebrowser.sourceforge.net

Some Limitations
• Reporting across types
• Summations, Aggregations
• Complex rules (and/or)

Coming Soon!

SQL Reports
• SQL Based
• Flexible
• Advanced Users
• Shared Reports
• Subject To
Schema
• Graphical

SQL Reports

SQL Reports
• Build your own
dashboards
• Mix-and-match
widgets

Questions?
• Spice Bar
• Community
www.spiceworld2008.com