Looking for help desk solution recommendations. Here are some specific needs...
- Option to auto-create a ticket via email from end user
- Web interface to create a ticket would be a big plus
- Status changes to a ticket are auto-emailed to end user
- Must have auto escalation...if a ticket sits to long we should be notified
- Must have descent reporting
Ed (part-time) and I are now supporting 140 machines, ~
75 68 staff (about 23 are part-time), several dozen volunteer network accounts, 8 copiers/printers, 85 handset phone system, etc, etc, etc...
Our current email "solution" just isn't cutting it. I've heard good things about the open source Request Tracker ... and we've had 2 different volunteers take on the project of getting it up and running. Sadly, both of them for various reasons never saw the project to completion and as well stopped volunteering. We now call it the curse of RT (Request Tracker). Why we can't find a single Linux guru in a church of 5000 seems strange. We even advertise for Linux Specialists during our Volunteer Expo's and on our website.
I'm now to the point where I'm willing to pay someone to set up RT for us ... including making it talk to our exchange box. Anyone intersted?
We're watching a Webinar on Track-It Friday at 10am ... it looks really sweet, but I'm sure it's pricey. If you've used something you've liked or disliked in the past or present please comment.
This is not the first time I've looked for a help desk solution. Over the past years I compiled/edited the following from several Listservs...thought it might be of help for others down the road looking for similar systems.
Questions to ask before looking for a work order / help desk system...
1. How my organization does IT (i.e. its paradigm for support and service)
- this really helps in understanding existing workflow and workflow deficiencies
2. What results are going to be needed
a. What types of metrics and reports
b. How does it have to be presented
c. Who needs to see what results
3. Who and what needs to be tracked (i.e. what is the scope?)
b. Resources (or Assets)
i. Equipment (Hardware)
i. Hardware installation and maintenance
ii. Software installation and maintenance
iii. Media production and duplication
iv. Educational Technology Training
4. What data needs to be captured?
5. What possible future needs may there be?
a. How scalable do things have to be?
Then I would ask: Are there any existing mechanisms which can accomplish this?
If something new is needed I would draw up a specification based on the first four questions which would give me a criteria and a metric to evaluate software solutions against.
Then I would ask: What solution can fit my criteria at the best possible total cost of ownership?
Do I go in-house, off the shelf or some where in the middle (i.e.customizable)?
How much will it cost to procwww.liberum.org ure?
How much is involved in installation, deployment and configuration?
How much is involved in training?
How much will it cost to maintain? Do I want a service agreement?
Who will run this system? What if I drop "dead?" Are there alternates?
The more prep beforehand makes the decision much clearer because it brings more people on board and helps them to become part of the process. Work request systems only work when people use them and are willing to buy into them.
Links to websites offering solutions...some free some for pay