[THIN] Re: Helpdesk support software - any ideas?
- From: "GAUNCE, Michael" <MSGAUNCE@xxxxxxxxx>
- To: "'thin@xxxxxxxxxxxxx'" <thin@xxxxxxxxxxxxx>
- Date: Thu, 30 Jan 2003 13:31:05 -0400
We have a problem here with being severely understaffed for the scale of the
enterprise we are in charge of. We're basically split into 6 domains, each
with its own admins group. The North American domain (mine) is far and away
the largest and most complex. We have proportionately fewer admins than the
other domains...all very well, but we serve as third tier for all the other
domains as well. Depending upon the domain (and some are definitely better
than others), we wind up getting stuff handed to us just because they don't
want to deal with it. OK. End result?? Well, we're constantly swamped
with trouble tickets, constantly struggling to maintain the infrastructure
we already have and constantly being assigned work orders for tasks that are
trivial but require some administrative access. On top of this, management
can't figure out why our projects lag behind timelines. So...the lightbulb
comes on! "What we need to do is have better time reporting! Let's use
Magic Helpdesk for that". The upshot is that every trouble ticket or work
order that we touch we have to manually enter the time we spend on it into
Magic so Crystal can generate pretty reports. On many things, dealing with
Magic takes longer than to do the work order or resolve the ticket. Half
the time we can't even get into the damned thing...
To reiterate - Magic Helpdesk is devil spawn...
-----Original Message-----
From: Ziots, Edward [mailto:EZiots@xxxxxxxxxxxx]
Sent: Thursday, January 30, 2003 1:11 PM
To: 'thin@xxxxxxxxxxxxx'
Subject: [THIN] Re: Helpdesk support software - any ideas?
I agree, the darn system SUCKS!! Can;t secure the werb-server part, it barfs
more often than not. Try and get problems resolved with the developers of
the application, based on there MTS compnents is about non-existant.
EZ
-----Original Message-----
From: GAUNCE, Michael [mailto:MSGAUNCE@xxxxxxxxx]
Sent: Thursday, January 30, 2003 10:57 AM
To: 'thin@xxxxxxxxxxxxx'
Subject: [THIN] Re: Helpdesk support software - any ideas?
Magic Helpdesk is devil spawn...
-----Original Message-----
From: Ziots, Edward [mailto:EZiots@xxxxxxxxxxxx]
Sent: Thursday, January 30, 2003 11:53 AM
To: 'thin@xxxxxxxxxxxxx'
Subject: [THIN] Re: Helpdesk support software - any ideas?
Dont get the Magic Helpdesk from NAI, basically it isn't all that great.
EZ
-----Original Message-----
From: Kevin Hopley [mailto:khopley@xxxxxxxxxxx]
Sent: Thursday, January 30, 2003 8:36 AM
To: thin@xxxxxxxxxxxxx
Subject: [THIN] Helpdesk support software - any ideas?
Hi All
Does anyone use or know of any good "off the shelf" or otherwise =
helpdesk support software. We are after something which will allow us to =
create a support job sheet with an allocated job number, append details =
to it, and allow users access to the job status over the =
internet/intranet from an internal web server, and of course allow us to =
create reports on customer/departments, open/closed jobs etc.
We currently use an access database which is OK but does have it's =
limiting features!!
Thanks
Kev
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