Spiceworks Basics 2: Help Desk & Reporting

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Spiceworks Basics 2: Help Desk & Reporting

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

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