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• Supporting HR Transformation with HelpDesk for Human Resources

  - by Robert Story

  Upcoming WebcastTitle: Supporting HR Transformation with HelpDesk for Human ResourcesDate: May 13, 2010 Time: 9:00 am PDT, 10 am MDT, 17:00 GMT Product Family: PeopleSoft HCM & EBS HRMS Summary HR transformation is a strategic initiative at many companies where world-class employee HR service delivery and a reduction of HR operating costs are top priorities. Having a centralized service delivery model and providing employees with tools to better help themselves can be very key to this initiative. This session shares how Oracle's PeopleSoft HelpDesk for Human Resources provides the technology foundation and best practices for this transformation. HelpDesk for Human Resources now integrates with both PeopleSoft HCM and E-Business Suite HRMS. This one-hour session is recommended for technical and functional users who want to understand what is new in PeopleSoft Help Desk for Human Resources 9.1 and how it benefits both PeopleSoft HCM and E-Business Suite HRMS customers. Topics will include: Understand the latest features and functionality Gain insight into future product direction Plan for implementation or upgrade of this module in your current system A short, live demonstration (only if applicable) and question and answer period will be included. Click here to register for this session....... ....... ....... ....... ....... ....... .......The above webcast is a service of the E-Business Suite Communities in My Oracle Support.For more information on other webcasts, please reference the Oracle Advisor Webcast Schedule.Click here to visit the E-Business Communities in My Oracle Support Note that all links require access to My Oracle Support.

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• SharePoint 365 / Office 365 helpdesk template

  - by PnP

  I want to use my current Sharepoint 365 for handling helpdesk tickets. I want a really basic helpdesk utility. I tried to install some applications templates and I couldn't. I found that Office 365 does not support application templates (am I right?) I tried to install the help desk template here and also the Help Desk here, but I didn't find a way. I've seen that there is a commercial app, but I'm interested in checking some other options (specially free options).

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• Best HelpDesk Tool

  - by PabloC

  What HelpDesk tool do you recommend? I'm working on a small service company. They need to have a good tool for resolving custumer issues. I've been using Kayako Suite and we are not very satisfied. Any recommendation? Thanks. Pablo.

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• Applying agile techniques and running a helpdesk

  - by Mmarquee

  My team does some development, but is mainly involved in supprting an existing suite of applications. We now have an imbedded tester (and another on the way). So how can I apply agile practises in what is a purely reactive situation?

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• Get it Online: Low-Cost HelpDesk Support

  Kayako’s helpdesk applications won’t dent your bottom line as you improve customer support. Plus, a free source for public domain videos, and a site to help you create and launch ads on mobile devices.

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• 421 Concurrent Connections - Ratelimit from helpdesk to rackspace server

  - by g18c

  We have Kayako helpdesk running on our WHM Linux server. When e-mails come in from customers, notifications are sent out by Kayako to a number of staff whose mailboxes are hosted on Rackspace mail servers. I noticed a large queue in the Exim queued message viewer of WHM - when looking in Exim logs I can see many lines 2012-10-13 20:06:56 1TN72s-0007Cw-1l SMTP error from remote mail server after initial connection: host mx2.emailsrvr.com [173.203.2.32]: 421 Too many concurrent connections from this client. One client email results in about 5 emails to rackspace servers, perhaps 60 emails per 1 hour on average - not a huge amount but enough to cause messages to be rejected when sent in short bursts. In this case ideally if we can limit the connections sent to the rackspace server we can comply with their limit. For our requirements if we send 1 email every10 seconds or so, this would be OK. Messages to all other servers should go through a normal rates, only mx1.emailsrvr.com and mx2.emailsrvr.com should have this connection limit policy applied. Is this possible?

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• Inexpensive Remote Assistance software?

  - by Jess

  Any recommendations for Remote Assistance software that does not require firewall modification for clients? To assist client with software problems and perform training, we currently use a tool called Remote Helpdesk to connect to their computers and guide them through the process. This tool was pretty cheap (~$400 onetime for 3 support staff), and worked great - the client's PC actually initiates the connection to us, so there's never any firewall issues (vs. Remote Desktop, VNC software, or many other similar tools). Unfortunately, the product doesn't work well with 64-bit O/S's and Vista in general (slows down by a factor of 10 or so). I am looking for alternatives that provide the same reverse connection capabilities to avoid firewall issues. The only solution I've found is WebEx's Remote Support, which is WAY too expensive ($449/month for us). Thanks for all the assistance!

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• Ho do you view all your monitoring software

  - by BLAKE

  In my office I have all our monitoring tools setup and working great, but I dont have an easy way to view them. I have a large TV in my office plugged into an old PC that has my nagios status page always showing. If I need to change anything on that computer I use Synergy to access the computer from my desktop. We are thinking about adding another TV and I want some suggestions on setting it all up. We are a 99.99% Windows shop. What do you use to run all the TV's in your helpdesk? Synergy works for me, but what if one of the other admins want to change the screen? Is there any easy way that any of us (currently 4 people) can change the screen from our desktops? (Remote desktop doesn't work because it locks the console which is the output to the TVs.) Any advice would help, Thanks.

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• Looking for a help desk ticketing system..

  - by Dan

  Hi guys Im looking for a good help desk ticket solution. It must perform the following actions for it to be useful. It needs to have a single point of contact via email..e.g [email protected] If we recieve a telephone(or an email outside of the system) we need to be able to create a ticket as if had been added via the single point of contact, this needs to be done with ease in order to save time. Certain people within our organisation deal with certain customers, so if the email/ custom input support call as mentioned in bullet 2 is picked up as having a relationship with that certain person in our organisation it needs to be sent to them/put in their queue for them to work on. If a person is out of office or sick any tickets sent to them must be forwarded to somebody else or put into a seperate pool of tickets that anybody can access. Perhaps have an agent that sorts through tickets in the pool and assigns them to anybody who is available, preferably the person with fewest tickets in their queue/list. Once a customer emails and the system logs it they immediately get a response with a ticket number and maybe details of who is dealing with the problem. Any correspondance in relation to a particular ticket is automatically grouped into some sort of message, and not made into a load of separate tickets. I.e system scans incoming email subjects for ticket numbers and assosciates it with exisiting tickets if that number exists. Any help is much appreciated Thanks P.S I have taken a look at OTRS but i'm not feeling it so unless someone can convince me I guess i'm after an alternative.

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• What are some good hosted issue tracking systems for non-developers?

  - by Knox

  This question is similar to Good Open Source issue tracking systems for non-developers but in our case, we would prefer a hosted solution. The users are end-users, on the low end of computer literate, non developers. We have around 5 support people and 50 or so end users. We are interested in simple issue tracking, like a printer being down, as opposed to project or bug tracking. Email integration is desired.

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• What is the best answer for: "my Internet is not working"?

  - by Maciek Sawicki

  Hi, I look for work in IT Support. One of interview questions is: what would you first say if user call You and tell my Internet is not working? I think about it a lot and still don't know what is correct answerer nor what answer my future employer expects. My choice would be something like: What part of Internet? (but more polite). For example I could ask for opening web page that works on my PC. Please give only serious answers. If You want BOFH or "The website is down" style answers I can create separate question for that.

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• What is the best answer for: "my Internet is not working"?

  - by Maciek Sawicki

  Hi, I look for work in IT Support. One of interview questions is: what would you first say if user call You and tell my Internet is not working? I think about it a lot and still don't know what is correct answerer nor what answer my future employer expects. My choice would be something like: What part of Internet? (but more polite). For example I could ask for opening web page that works on my PC. Please give only serious answers. If You want BOFH or "The website is down" style answers I can create separate question for that.

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• Suggestion to change my Laptop RAM DDR3

  - by SP Gounder

  My Vaio VPCEA1BGN has Memory Type: DDR3 [2GB] PC3-10600 DDR3 [1GB] PC3-8500, DDR3 (non-ECC). There is no extra free slot now. I am planning to change one ram to 4GB. which one RAM i should remove now. I am still confused over the ECC types. Any suggestion while i am buying the ram?. I am looking into Corsair or Transcend. Maximum It can hold 8GB [2*4GB] The Crucial scan tool gave the Report as: http://www.crucial.com/systemscanner/viewscanbyid.aspx?id=28AC5F1531D926C3 I am using Win7 Professional 64Bit.

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• How do I send email in plain text rather than HTML in my email client?

  - by JS Bangs

  For various reasons, I often have to help friends and family to send email in plain text rather than HTML. However, many of them use email clients that I'm not familiar with, forcing me to search the internet, read help files, or click randomly through dialogs looking for the setting. I've often wished there was a single page that included instructions for changing this setting for every popular email client. So let's make one. Write instructions for changing email settings from plain text to HTML in your preferred email client below. If someone else has already done so, please upvote their description so that the most used email clients rise to the top. (For obvious reasons, there won't be an "accepted answer" for this question. I'll set this question to community wiki after a few days.)

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• Spiceworks versus Request Tracker?

  - by dmackey

  We currently utilize Request Tracker for help desk ticketing, we utilize Spiceworks for asset inventorying. I am pondering whether it might be worthwhile to move from RT to Spiceworks for help desk as well. Has anyone used both systems and can provide some insight into any benefits/problems with either system? Or has general philosophical reasons why one should use one solution over the other? Of course, RT is open source and Spiceworks is not - and usually this would be a major item for me - but since Spiceworks is free and takes community involvement fairly actively its not as major of a concern for me (personally).

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• Looking for a simple Ticket Management Software

  - by waszkiewicz

  I'm looking for a good, free ticket management software that could be accessible from everywhere. The company is small (10 people) and the first goal is to have a database and to follow important incidents, even if someone is out of office. I tried OTRS, very nice but I suppose a bit complicated for some of our developers. Thanks for your suggestions. EDIT: I forgot to write that the platform is Windows for all users.

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• Can I get all active directory passwords in clear text using reversible encryption?

  - by christian123

  EDIT: Can anybody actually answer the question? Thanks, I don't need no audit trail, I WILL know all the passwords and users can't change them and I will continue to do so. This is not for hacking! We recently migrated away from a old and rusty Linux/Samba domain to an active directory. We had a custom little interface to manage accounts there. It always stored the passwords of all users and all service accounts in cleartext in a secure location (Of course, many of you will certainly not think of this a being secure, but without real exploits nobody could read that) and disabled password changing on the samba domain controller. In addition, no user can ever select his own passwords, we create them using pwgen. We don't change them every 40 days or so, but only every 2 years to reward employees for really learning them and NOT writing them down. We need the passwords to e.g. go into user accounts and modify settings that are too complicated for group policies or to help users. These might certainly be controversial policies, but I want to continue them on AD. Now I save new accounts and their PWGEN-generated (pwgen creates nice sounding random words with nice amounts of vowels, consonants and numbers) manually into the old text-file that the old scripts used to maintain automatically. How can I get this functionality back in AD? I see that there is "reversible encryption" in AD accounts, probably for challenge response authentication systems that need the cleartext password stored on the server. Is there a script that displays all these passwords? That would be great. (Again: I trust my DC not to be compromised.) Or can I have a plugin into AD users&computers that gets a notification of every new password and stores it into a file? On clients that is possible with GINA-dlls, they can get notified about passwords and get the cleartext.

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• Help desk software - specific feature needed

  - by LunchMoney

  I am having a hard time finding help desk software that allows for drop down hyperlink selection during ticket creation. The situation is that we do external support for client systems and connect via remotely anywhere or logmein. Right now we use a poorly modified php based system that has a customer drop down menu and then a site drop down list that is then parsed by a bit of java script which opens a url. What I am looking for is the ability to store customer site URL information in the database and during the creation of a ticket be able to select the customer name and then select the site there by placing the corresponding site URL in the ticket. The support tech will then be able to click on this link to access the customer's site. Has anyone used or seen help desk software with this feature?

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• Documenting Client Infrastructure

  - by Richard B

  Working on a new project, and need some documentation advice. I need to be able to document ~ 400 client sites to track assets, setup, hardware layout, network layout, etc. We want to have photos, maps, etc. wherever possible. We need this for a call center environment. Has anyone found any off the shelf software that performs this functionality, or are we on our own to develop the tools that we require?

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• WordPress-based ticketing systems?

  - by CarlF

  I have been asked to set up a ticketing/help desk system for a small nonprofit. Our server runs Debian GNU/Linux. Because we already have WordPress installed and plan to exploit it heavily going forward, I'm wondering whether there are any WP-based ticketing systems. Obviously, it will simplify the admin's life to have less software installed on the server. Thanks.

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• Is there any free live support solution that would ease implementation of a basic online help-desk?

  - by bogdan

  I'm looking for a free or inexpensive solution to give live online support to web visitors. I would like something based on Jabber/XMPP because it's an open protocol. This should work like this: The company would use 2-3 jabber accounts like Google Talk for providing support Online chat form that would connect to one of currently online jabber accounts Optionally give one proxy jabber account to the customers. This proxy would contact any of the currently online company accounts. Using this customers will see only one chat contact but they will speak with different people based on who is online at the moment. Currently I found only some expensive solutions like J-livesupport, Akeni. I would really appreciate if you will recommend something you successfully implemented.

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• Getting out of the Helpdesk. Getting into the system administration.

  - by eric.s

  Today I found out that the job which would have been a promotion for me went to an outside candidate. The position is for a systems admin on our LAN team. I have been working on the helpdesk here for almost two years with another two years experience working it prior. While we are the first tier support we also work in AD, monitor and update certain servers and set up and deploy Windows/Mac images for those we support. What I am looking for here is what can I do to better myself to inside/outside places to move up this ladder? I take what I can from my job - working on projects that I can learn from - but what projects should I be volunteering for? What can I do for myself outside to make me a more viable candidate for a systems admin?

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• First-class help desk solution? [closed]

  - by Andy Gregory

  A help desk, for larger companies is a place for centralized help within an enterprise to help the users of their products and services.Therefore,to find the solution that best fits your business requirements, it is important to research, examine, and compare help desk software. As far as I know,Hesk is an free helpdesk software with some limited features while h2desk can provide the hosted solution. But for my small business,i just need a web based help desk software which can provide ticket management and knowledge base faq. We need unlimited staff support. Maybe a freeware help desk software can not meet our needs. So,we are willing to pay for effective helpdesk solution. But it should be low cost. We have gotten two choice: iKode Helpdesk Nethelpdesk Our helpdesk team are tend to iKode Helpdesk. Any other efficient first-class help desk solution to share?

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• Suggestions required to build an ECommerce Platform

  - by Haris

  For a prospective client we have to offer a solution to provide following system: CMS Order Management Shopping Cart CRM Helpdesk Accounting & Finance Custom Functions In order to save time and to avoid reinvent the wheel our idea is to integrate different off-the-shelf solutions. Their first requirement is that the system has to be hosted in their country which I think will exclude application like Aplicor, Netsuite & Salesforce. Basically the nucleaus would be the CMS which would integrate all the other apps. PHP or .Net based solutions would be our preferences as have inhouse expertise. So far following are few combinations I have come up with: Joomla (CMS) + Virtuemart (Cart+Ordering) + Sugar CRM + Open ERP (finance) + OTRS Magento (CMS+Cart+Ordering) + Sugar CRM + Open ERP (finance) + Helpdesk Ultimate Drupal (CMS) + Ubercart (Cart+Ordering) + Sugar CRM + Open ERP (finance) + Support Ticketing System Sharepoint (CMS) + OptimusBt (Cart+Ordering) + Dynamics CRM + Great Plains + SharepointHQ Dotnetnuke (CMS) + DNNSpot (Cart+Ordering) + Sigma Pro (CRM+Helpdesk) + Open ERP For Helpdesk I liked Zendesk but the server location was the stopping factor, similar for finance and CRM I liked Aplicor. I would not like to go into detailed requirements as it would make things very complex. Could you please suggest me which options are worth enough to start looking into? What other options we have?

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• Apartment management software. Apartment accounting software FREE.

  - by Jay Kinker

  Originally posted on: http://geekswithblogs.net/JayKinker/archive/2014/08/13/apartment-management-software.-apartment-accounting-software-free.aspx How are you managing your society today? How about bill generation & collection or socializing at your housing society?   Check out the all new online and offline services to manage your society. Online management and accounting software for housing society is free now. Get your housing society or neighbourhood online today for FREE.   Get a new amenity at your society today!   Societyhive services: www.societyhive.com Societyhive helpdesk: www.societyhive.com/helpdesk   Helpdesk is a free service to provide legal and management advice for societies. Do let me know if you have any feature request you’d want to see at Societyhive.

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