[37819] in Resnet-Forum
Re: What product is your organization using for Ticket Tracking?
daemon@ATHENA.MIT.EDU (Herman Tidmore)
Wed Dec 19 14:19:00 2012
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Date: Wed, 19 Dec 2012 19:18:24 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Herman Tidmore <HermanTidmore@pointloma.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAJiOijP8ORjDAw7GqDiZoa1=7QF8pmQ66yonCkydW1UiLRZW3A@mail.gmail.com>
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We started with home grown Access Database, then we started using Heat, the=
n we used Altiris, and now we are using Cherwell.
So far I haven't hear any big complaints. Cherwell had a tech with us on a=
nd off for about a month. First week Our tech Don Parfet and theirs develop=
ed the system to provide us with what we had in Altiris. Then we spent a we=
ek testing what was setup. Then they looked at bells and whistles we wante=
d. We started using Cherwell the week before school started.
Hope this helps.
Herman Tidmore
Manager of Student Computing
Point Loma Nazarene University
619.849.2428
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Cesar Nau=
[Staff]
Sent: Wednesday, December 19, 2012 6:43 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: What product is your organization using for Ticket Tracking?
Thanks all for your feedback.
Cesar A. Nau
Assistant Director
Fordham University | IT Customer Care
718.817.4598
On Mon, Dec 17, 2012 at 2:59 PM, Mary Ryan <ryanm@webster.edu<mailto:ryanm@=
webster.edu>> wrote:
We are currently using SchoolDude's ITDirect, and I definitely would not re=
commend it. It's primary customers are K-12 organizations and it is not cus=
tomizable in any useful ways.
We are starting the process of trying to request funds for a replacement so=
lution. Service Now is on the top of our list, but of course, it's one of t=
he more expensive ones out there. But you get a lot for the price it seems,=
and we're working to become more heavily entrenched in ITIL.
Mary Ryan
Service Management Analyst
Webster University
314-246-8753
ryanm@webster.edu<mailto:ryanm@webster.edu>
From: Resnet Forum [mailto:RESNET-L@listserv.nd.edu<mailto:RESNET-L@listser=
v.nd.edu>] On Behalf Of Cesar Nau
Sent: Thursday, December 13, 2012 12:43 PM
To: RESNET-L@listserv.nd.edu<mailto: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 ________________________________________________=
___
___________________________________________________ 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 ________________________________________________=
___
___________________________________________________ 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 ________________________________________________=
___
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
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<div class=3D"WordSection1">
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">We started with home grow=
n Access Database, then we started using Heat, then we used Altiris, and no=
w we are using Cherwell.
<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">So far I haven’t he=
ar any big complaints. Cherwell had a tech with us on and off for abo=
ut a month. First week Our tech Don Parfet and theirs developed the
system to provide us with what we had in Altiris. Then we spent a week tes=
ting what was setup. Then they looked at bells and whistles we wanted=
. We started using Cherwell the week before school started.<o:p></o:p></spa=
n></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">Hope this helps.<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">Herman Tidmore<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">Manager of Student Comput=
ing<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">Point Loma Nazarene Unive=
rsity<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">619.849.2428</span><span =
style=3D"font-size:11.0pt;font-family:"Calibri","sans-serif&=
quot;;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"><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 [Staff]<br>
<b>Sent:</b> Wednesday, December 19, 2012 6:43 AM<br>
<b>To:</b> RESNET-L@LISTSERV.ND.EDU<br>
<b>Subject:</b> Re: What product is your organization using for Ticket Trac=
king?<o:p></o:p></span></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal">Thanks all for your feedback.<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><br clear=3D"all">
<o:p></o:p></p>
<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" style=3D"margin-bottom:12.0pt"><br>
<br>
<o:p></o:p></p>
<div>
<p class=3D"MsoNormal">On Mon, Dec 17, 2012 at 2:59 PM, Mary Ryan <<a hr=
ef=3D"mailto:ryanm@webster.edu" target=3D"_blank">ryanm@webster.edu</a>>=
wrote:<o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:11.0pt;font-family:"Calibri",&q=
uot;sans-serif"">We are currently using SchoolDude’s ITDirect, a=
nd I definitely would not recommend it. It’s primary customers are
K-12 organizations and it is not customizable in any useful ways.</span><o=
:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:11.0pt;font-family:"Calibri",&q=
uot;sans-serif""> </span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:11.0pt;font-family:"Calibri",&q=
uot;sans-serif"">We are starting the process of trying to request fund=
s for a replacement solution. Service Now is on the top of
our list, but of course, it’s one of the more expensive ones out the=
re. But you get a lot for the price it seems, and we’re working to be=
come more heavily entrenched in ITIL.</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:11.0pt;font-family:"Calibri",&q=
uot;sans-serif""> </span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:11.0pt;font-family:"Calibri",&q=
uot;sans-serif"">Mary Ryan</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:11.0pt;font-family:"Calibri",&q=
uot;sans-serif""> </span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><i><span style=3D"font-family:"Calibri","sans-serif=
";color:#17365D">Service Management Analyst</span></i><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><i><span style=3D"font-family:"Calibri","sans-serif=
";color:#17365D">Webster University</span></i><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><i><span style=3D"font-family:"Calibri","sans-serif=
";color:#17365D">314-246-8753</span></i><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><i><span style=3D"font-family:"Calibri","sans-serif=
";color:#17365D"><a href=3D"mailto:ryanm@webster.edu" target=3D"_blank=
">ryanm@webster.edu</a></span></i><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:11.0pt;font-family:"Calibri",&q=
uot;sans-serif""> </span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><b><span style=3D"font-size:10.0pt;font-family:"Tahoma",=
"sans-serif"">From:</span></b><span style=3D"font-size:10.0pt;fon=
t-family:"Tahoma","sans-serif""> Resnet Forum [mailto:<=
a href=3D"mailto:RESNET-L@listserv.nd.edu" target=3D"_blank">RESNET-L@lists=
erv.nd.edu</a>]
<b>On Behalf Of </b>Cesar Nau<br>
<b>Sent:</b> Thursday, December 13, 2012 12:43 PM<br>
<b>To:</b> <a href=3D"mailto:RESNET-L@listserv.nd.edu" target=3D"_blank">RE=
SNET-L@listserv.nd.edu</a><br>
<b>Subject:</b> What product is your organization using for Ticket Tracking=
?</span><o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"> <o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto">Good afternoon all,<o:p></o:p></p>
<div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"> <o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto">I'm sure this topic has been discussed in the past, but I would li=
ke to re-ask what your organization is using for Ticket Tracking? We are cu=
rrently using BMC Service Desk Express,
but are proactively looking 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 ans=
wering 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" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"> <o:p></o:p></p>
</div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto">Cesar A. Nau<o:p></o:p></p>
<div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto">Assistant Director<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto">Fordham University | IT Customer Care<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto">718.817.4598<o:p></o:p></p>
</div>
</div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"> <o:p></o:p></p>
</div>
</div>
</div>
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