Group link 2ndsession-gwava_con2012

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GroupLink Presentation GWAVACon 2012

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Group link 2ndsession-gwava_con2012

  1. 1. 15th-17th October 2012GroupLink’s everything HelpDesk Help Desk Trends with Version 10 Dominic Mohr inetra de GmbH Value Added Distribution dominic.mohr@inetra.de
  2. 2. GroupLink @ GWAVACon 2012Kathryn Thomas+1 801.335.0743kthomas@grouplink.netAimee Kocinski+1 801.335.0713akocinski@grouplink.net © GroupLink Corporation 2012
  3. 3. Agenda Welcome and Introduction everything HelpDesk Figures and Facts everything HelpDesk Version 10 what’s new? everything HelpDesk Demonstration everything HelpDesk Roadmap Update Q&A Prize Drawing© GroupLink Corporation 2012
  4. 4. GroupLink Figures and Facts • In the Novell market for over 12 years • More than 3.200 worldwide implementations in over 30 countries • Customers in all industries • Work with a smaller, well known company that is an expert in service desk solutions • Certified partners ensure local services© GroupLink Corporation 2012
  5. 5. Help Desk Figures and Facts • Comprehensive HelpDesk Solution - Web based and mobile HelpDesk (supports iPad, iPhone, Android, Blackberry) - Easy to use Knowledgebase (public and private) - Integrated Reporting Engine - Ticket Templates for more efficient ticket handling - Internal Asset Tracker - Graphical Dashboards - Enduser Survey - Business Process Automation© GroupLink Corporation 2012
  6. 6. Help Desk Figures and Facts • Technical Aspects - Runs smoothly on Windows, Linux, Mac OS and Novell OES (VMWare) - Supports MySQL, MS SQL, Oracle, Sybase and ProstgreSQL - Novell ZENworks integration (ZCM 7 - 11) without additional costs - LDAP/LDAPS Integration with eDirectory, Active Directory and Apple Open Directory - Calendar Integration via SOAP-Connector - Full eMail integration supporting SMTP / SMTPS - Mal importer “eMail2Ticket”-Feature supports POP3 / POP3S and IMAP / IMAP4S© GroupLink Corporation 2012
  7. 7. everything HelpDesk Latest Release • User Interface revamp - Simplified, more uniform look and feel • Decoupled Location - Decoupled Location from Ticket hierarchal flow, making it part of the User Account • ZENworks 11 integration - In addition to ZENworks 10 and 7 • Access Control List (ACL) - Allows for different roles (with their accompanying rights and privileges) to be given to different users • Userfield handling - Manage userfields easier and more efficient© GroupLink Corporation 2012
  8. 8. Demonstration© GroupLink Corporation 2012
  9. 9. Q&A© GroupLink Corporation 2012
  10. 10. Giveaway New iPod Shuffle© GroupLink Corporation 2012
  11. 11. Connect with us! Like us on Facebook http://www.facebook.com/grouplink.dach (German) http://www.facebook.com/everythingHelpDesk Visit Partner Homepage http://www.inetra.de/helpdesk.htm (German) http://www.grouplink.com Follow us on Linked In http://www.linkedin.com/company/grouplink© GroupLink Corporation 2012
  12. 12. Thank you! Try it yourself: http://demo.grouplink.net/ehd10demo Credetials: user/user, tech/tech, admin/admin© GroupLink Corporation 2012

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