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Helpdesk system is ineffective in LAN ?  XML
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[Post New]19/11/2009 21:41:48
    Subject: Helpdesk system is ineffective in LAN ?
[Up]
Obelix
SysAid Wiz


SysAider from release 3.1 Indonesia Pathfinder
Joined: 12/06/2008
Messages: 903
Offline
Before the posters make sure the guy at the top of food chain back you up in writing (read:e-mail). A formal policy would be excellent. This is important because it's the only way to prove to users, not using sysaid is a sin.

Next make sure everything works. Especially the agent and the process of filing an sr.

Next warned the managers (yes, black and white as in e-mail) that you will not commit to any request outside sysaid and will not be held responsible to any production hazard cause by a user who has IT problem but doesn't bother to get help properly.

THEN you flood them with the posters.

In actual operational of course have a priority so you can make an exception for a really really urgent matters. Actually ignore cases big enough to cause a "riot" but not really a "show stopper" to make them believe you meant what you said.

I've been and still fighting the same war. What I find relatively effective is... whenever I'm involved in a discussion about failed coordination, miscommunication, monitoring, follow-ups..and sorts I always brings out sysaid as the solution. And annoys them with phrases like "You should've implemented sysaid..." or "Now you know why we need sysaid..." or "none of this would happen if you got something like sysaid..."

Oh.. and unless you're prepared to switch to a "call center" (read:have legions of helpdesk staff) scheme... whatever happens never... NEVER EVER.. fill out SR for the users.

This message was edited 1 time. Last update was at 19/11/2009 21:47:38
[Post New]14/07/2010 08:23:11
    Subject: Re:Helpdesk system is ineffective in LAN ?
[Up]
cannojr
SysAider


SysAider from release 5.1 United States Pathfinder
Joined: 17/05/2010
Messages: 22
Offline
What you do is talk the facilities folks into securing your area with badge access which forces the users to open a SR because they can no longer walk right up to your desk. Next you move the coffee pot into your area to elemnite going to the kitchen every 5 minutes and running into the users there. Follow that with an official policy of everything must go through the helpdesk. Done.

This message was edited 1 time. Last update was at 14/07/2010 08:27:16
[Post New]14/07/2010 21:11:51
    Subject: Helpdesk system is ineffective in LAN ?
[Up]
Obelix
SysAid Wiz


SysAider from release 3.1 Indonesia Pathfinder
Joined: 12/06/2008
Messages: 903
Offline
*smile*
Slick...
We just have a building expansion... I'll see if the force is with me on this one.

Most grateful for the cool tips
*slight nod wider smile*
[Post New]14/09/2010 06:15:45
    Subject: Re:Helpdesk system is ineffective in LAN ?
[Up]
chrisadam
SysAider

SysAider from release 7.5
Joined: 14/09/2010
Messages: 2
Offline
Automatic LAN inventory of hardware and software. NetKeeper Express works across the Lan or the Wan to audit hardware and software on the workstations. The program will also audit stand-alones. NetKeeper Express Integrates with NetKeeper Help Desk Captain and NetKeeper CRM in “real time”. The data does not have to be imported.







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[Post New]14/09/2010 06:34:41
    Subject: E-Mail Desktop Notifications
[Up]
chrisadam
SysAider

SysAider from release 7.5
Joined: 14/09/2010
Messages: 2
Offline
IPD Personal with e-mail alert will notify you via e-mail of any changes in your dynamic IP address. You will have the option of sending having your new IP address sent to up to two e-mail addresses of your choice. IPD Personal also includes IP Desktop Viewer which is a small applciation that displays your current IP on your desktop. Also included is a copy to clipboard function.






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This message was edited 1 time. Last update was at 14/09/2010 06:44:39
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