[37760] in Resnet-Forum
Re: What product is your organization using for Ticket Tracking?
daemon@ATHENA.MIT.EDU (Larry James)
Thu Dec 13 13:58:48 2012
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Date: Thu, 13 Dec 2012 18:47:20 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Larry James <larry.james@UNL.EDU>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAJiOijPEomJzPcP9OJCeYnpgZPwtQB1Q5q-ss8DQcdYyGtSd6g@mail.gmail.com>
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We use Footprints here at UNL, changed over from Remedy about 2 years ago.
It works, seems to be a 'does many things' package that we're mostly just u=
sing for trouble tickets and some change management.
My biggest concern is that customer (student) interaction is built around e=
mail. I find many students prefer texting and chat over email and may only =
check their email occasionally.
Larry James
ResNet Manager 402-472-3535
RM 134 Sandoz Residence Hall
RM 123.1 501 Bldg (0203)
402-472-5227 ljames2@unl.edu
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Cesar Nau
Sent: Thursday, December 13, 2012 12:43 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: What product is your organization using for Ticket Tracking?
Good afternoon all,
I'm sure this topic has been discussed in the past, but I would like to re-=
ask what your organization is using for Ticket Tracking? We are currently u=
sing BMC Service Desk Express, but are proactively looking at what are opti=
ons are since the product will be EOL in a few years. If you have a few sec=
onds, can you please reply answering the following questions:
* What product are you using for tracking trouble tickets?
* Are you satisfied with the product?
* Any concerns or general comments?
Cesar A. Nau
Assistant Director
Fordham University | IT Customer Care
718.817.4598
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
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<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">We use Footprints here at=
UNL, changed over from Remedy about 2 years ago.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">It works, seems to be a &=
#8216;does many things’ package that we’re mostly just using fo=
r trouble tickets and some change management.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">My biggest concern is tha=
t customer (student) interaction is built around email. I find many student=
s prefer texting and chat over email and may only check
their email occasionally. <o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">Larry James<br>
ResNet Manager 402-472-3535<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">RM 134 Sandoz Residence H=
all<br>
RM 123.1 501 Bldg (0203)<br>
402-472-5227 ljames2@unl.edu<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;font-family:"=
;Tahoma","sans-serif"">From:</span></b><span style=3D"font-s=
ize:10.0pt;font-family:"Tahoma","sans-serif""> Resnet F=
orum [mailto:RESNET-L@LISTSERV.ND.EDU]
<b>On Behalf Of </b>Cesar Nau<br>
<b>Sent:</b> Thursday, December 13, 2012 12:43 PM<br>
<b>To:</b> RESNET-L@LISTSERV.ND.EDU<br>
<b>Subject:</b> What product is your organization using for Ticket Tracking=
?<o:p></o:p></span></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal">Good afternoon all,<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class=3D"MsoNormal">I'm sure this topic has been discussed in the past, =
but I would like to re-ask what your organization is using for Ticket Track=
ing? We are currently using BMC Service Desk Express, but are proactively l=
ooking at what are options are since
the product will be EOL in a few years. If you have a few seconds, can you=
please reply answering the following questions:<o:p></o:p></p>
</div>
<div>
<ul type=3D"disc">
<li class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-=
alt:auto;mso-list:l0 level1 lfo1">
What product are you using for tracking trouble tickets?<o:p></o:p></li><li=
class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-alt=
:auto;mso-list:l0 level1 lfo1">
Are you satisfied with the product?<o:p></o:p></li><li class=3D"MsoNormal" =
style=3D"mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 lev=
el1 lfo1">
Any concerns or general comments?<o:p></o:p></li></ul>
</div>
<div>
<div>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<p class=3D"MsoNormal">Cesar A. Nau<o:p></o:p></p>
<div>
<p class=3D"MsoNormal">Assistant Director<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Fordham University | IT Customer Care<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">718.817.4598<o:p></o:p></p>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<p class=3D"MsoNormal">___________________________________________________ =
You are subscribed to the ResNet-L mailing list.
<o:p></o:p></p>
<p>To subscribe, unsubscribe or search the archives, go to <a href=3D"http:=
//LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">
http://LISTSERV.ND.EDU/archives/resnet-l.html</a> _________________________=
__________________________
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___________________________________________________
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<p>
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