[26057] in resnet
Re: School Dude
daemon@ATHENA.MIT.EDU (Kaser, Derek)
Tue Mar 15 16:38:01 2011
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Message-ID: <F79C9F5E90778144A27DE99C771E9D11048B34F010B1@SVC-EXCLU.stvincent.edu>
Date: Tue, 15 Mar 2011 16:35:29 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Kaser, Derek" <derek.kaser@email.stvincent.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <FEBAD37E4F706C41B1ABA6855EE04853061BF549@HF-EXCH2.ums.psu.edu>
--_000_F79C9F5E90778144A27DE99C771E9D11048B34F010B1SVCEXCLUstv_
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We have been using Kayako SupportSuite/Fusion as our ticket-tracking system=
for the past several years, and I have been very impressed with it.
They also had a program that offered free licenses to non-profits; the post=
is kind of old, so you may want to check with their sales team to make sur=
e that offer is still available.
http://blog.kayako.com/2009/08/free-help-desk-software-for-non-profit-organ=
izations/
Derek Kaser
Help Desk Assistant Manager
Saint Vincent College
-
Phone: 724-805-2540
Fax: 724-539-8038
https://support.stvincent.edu/
Information Services will NEVER ask you for your password.
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Weidner, =
Joel
Sent: Tuesday, March 15, 2011 3:49 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: School Dude
We looked at School Dude last year as a possible housing maintenance reques=
t system but deemed the application unacceptable due to what we believed we=
re unacceptable security issues with their code.
Joel Weidner
Penn State
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Rizzo, Ji=
m
Sent: Tuesday, March 15, 2011 11:34 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: Spiceworks Help Desk System
Funny, their website didn't say anything about ads. Guess I'll rule that on=
e out. It also looks like it's an application you have to install rather th=
an being web based (which means it won't work on Macs).
We're using SchoolDude IT Direct now and, while it's been pretty good, it's=
not customizable enough for our needs. The screen is so busy and there are=
too many quirks. We're looking to get rid of it, even though our Physical =
Plant is using Maintenance Direct. It's quite obvious that IT Direct was a =
direct port from Maintenance Direct, making it great as a facilities and re=
source management tool, but for ticket tracking, it's just not that great f=
or how we use it.
I don't think we can switch to one of the more expensive ones, so I'm looki=
ng at the cheap and free ones.
--
Jim Rizzo
Helpdesk Manager
Providence College Information Technology
(401) 865-1277
AIM: JRizzoPC
http://itweb.providence.edu/helpdesk
http://selfhelp.providence.edu
Find us on Facebook!
http://www.facebook.com/ProvCollHelpDesk
From: "Randall K. Kouns" <kounsra@EARLHAM.EDU<mailto:kounsra@EARLHAM.EDU>>
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu<mailto:RESNET-L@listserv.n=
d.edu>>
Date: Tue, 15 Mar 2011 11:26:32 -0400
To: Resnet Forum <RESNET-L@listserv.nd.edu<mailto:RESNET-L@listserv.nd.edu>=
>
Subject: Re: [RESNET-L] Spiceworks Help Desk System
I looked at it briefly... it's asset management piece had trouble going acr=
oss my subnets (we are not AD.) Also to get rid of the advertisements I th=
ink you have to use the paid version.
gave up and went back to RT until schooldude.com gets their federated id bu=
gs worked out for the helpdesk software... we already use their asset manag=
ement piece and we love it.
Randy Kouns
Manager User Services
Earlham College
________________________________
From: "Jim Rizzo" <JRIZZO@providence.edu<mailto:JRIZZO@providence.edu>>
To: RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>
Sent: Tuesday, March 15, 2011 11:17:35 AM
Subject: Spiceworks Help Desk System
I was just told about Spiceworks today. It's a free helpdesk ticketing syst=
em (among other things). Do any of you have experience with it? Maybe someo=
ne is currently using it? I'd like to learn more about if you can give me s=
ome information (or even a demo).
Thanks,
Jim
--
Jim Rizzo
Helpdesk Manager
Providence College Information Technology
(401) 865-1277
AIM: JRizzoPC
http://itweb.providence.edu/helpdesk
http://selfhelp.providence.edu
Find us on Facebook!
http://www.facebook.com/ProvCollHelpDesk
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue vli=
nk=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span style=3D'f=
ont-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>We have b=
een using Kayako SupportSuite/Fusion as our ticket-tracking system for the =
past several years, and I have been very impressed with it.<o:p></o:p></spa=
n></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Cal=
ibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=3DMs=
oNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";=
color:#1F497D'>They also had a program that offered free licenses to non-pr=
ofits; the post is kind of old, so you may want to check with their sales t=
eam to make sure that offer is still available.<o:p></o:p></span></p><p cla=
ss=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-=
serif";color:#1F497D'><o:p> </o:p></span></p><p class=3DMsoNormal><a h=
ref=3D"http://blog.kayako.com/2009/08/free-help-desk-software-for-non-profi=
t-organizations/">http://blog.kayako.com/2009/08/free-help-desk-software-fo=
r-non-profit-organizations/</a><span style=3D'font-size:11.0pt;font-family:=
"Calibri","sans-serif";color:#1F497D'><o:p></o:p></span></p><p class=3DMsoN=
ormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";co=
lor:#1F497D'><o:p> </o:p></span></p><div><p class=3DMsoNormal><span st=
yle=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>D=
erek Kaser<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-si=
ze:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Help Desk Assis=
tant Manager<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-=
size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Saint Vincent=
College<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size=
:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>-<o:p></o:p></spa=
n></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Cal=
ibri","sans-serif";color:#1F497D'>Phone: 724-805-2540<o:p></o:p></span></p>=
<p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri",=
"sans-serif";color:#1F497D'>Fax: 724-539-8038<o:p></o:p></span></p><p class=
=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-se=
rif";color:#1F497D'><a href=3D"https://support.stvincent.edu/">https://supp=
ort.stvincent.edu/</a><o:p></o:p></span></p><p class=3DMsoNormal><span styl=
e=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Inf=
ormation Services will NEVER ask you for your password.<o:p></o:p></span></=
p></div><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"C=
alibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div><div s=
tyle=3D'border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0i=
n'><p class=3DMsoNormal><b><span style=3D'font-size:10.0pt;font-family:"Tah=
oma","sans-serif"'>From:</span></b><span style=3D'font-size:10.0pt;font-fam=
ily:"Tahoma","sans-serif"'> Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] =
<b>On Behalf Of </b>Weidner, Joel<br><b>Sent:</b> Tuesday, March 15, 2011 3=
:49 PM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Re: School=
Dude<o:p></o:p></span></p></div></div><p class=3DMsoNormal><o:p> </o:=
p></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Cal=
ibri","sans-serif";color:#1F497D'>We looked at School Dude last year as a p=
ossible housing maintenance request system but deemed the application unacc=
eptable due to what we believed were unacceptable security issues with thei=
r code.<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:=
11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p><=
/span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:=
"Calibri","sans-serif";color:#1F497D'>Joel Weidner<o:p></o:p></span></p><p =
class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sa=
ns-serif";color:#1F497D'>Penn State<o:p></o:p></span></p><p class=3DMsoNorm=
al><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color=
:#1F497D'><o:p> </o:p></span></p><div><div style=3D'border:none;border=
-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=3DMsoNormal><b=
><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</=
span></b><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'=
> Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] <b>On Behalf Of </b>Rizzo,=
Jim<br><b>Sent:</b> Tuesday, March 15, 2011 11:34 AM<br><b>To:</b> RESNET-=
L@LISTSERV.ND.EDU<br><b>Subject:</b> Re: Spiceworks Help Desk System<o:p></=
o:p></span></p></div></div><p class=3DMsoNormal><o:p> </o:p></p><div><=
div><div><p class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"=
Calibri","sans-serif";color:black'>Funny, their website didn't say anything=
about ads. Guess I'll rule that one out. It also looks like it's an applic=
ation you have to install rather than being web based (which means it won't=
work on Macs).<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'><=
o:p> </o:p></span></p></div><div><p class=3DMsoNormal><span style=3D'f=
ont-size:10.5pt;font-family:"Calibri","sans-serif";color:black'>We're using=
SchoolDude IT Direct now and, while it's been pretty good, it's not custom=
izable enough for our needs. The screen is so busy and there are too many q=
uirks. We're looking to get rid of it, even though our Physical Plant is us=
ing Maintenance Direct. It's quite obvious that IT Direct was a direct port=
from Maintenance Direct, making it great as a facilities and resource mana=
gement tool, but for ticket tracking, it's just not that great for how we u=
se it.<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span style=3D'=
font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'><o:p> =
;</o:p></span></p></div><div><p class=3DMsoNormal><span style=3D'font-size:=
10.5pt;font-family:"Calibri","sans-serif";color:black'>I don't think we can=
switch to one of the more expensive ones, so I'm looking at the cheap and =
free ones.<o:p></o:p></span></p></div><div><div><div><p class=3DMsoNormal><=
span style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:bla=
ck'>-- <o:p></o:p></span></p></div><div><p class=3DMsoNormal><span sty=
le=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'>Jim =
Rizzo<o:p></o:p></span></p></div></div><div><p class=3DMsoNormal><span styl=
e=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'>Helpd=
esk Manager<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span styl=
e=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'>Provi=
dence College Information Technology<o:p></o:p></span></p></div><div><p cla=
ss=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Calibri","sans-=
serif";color:black'>(401) 865-1277<o:p></o:p></span></p></div><div><p class=
=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Calibri","sans-se=
rif";color:black'>AIM: JRizzoPC<o:p></o:p></span></p></div><div><p class=3D=
MsoNormal><span style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif=
";color:black'><a href=3D"http://itweb.providence.edu/helpdesk">http://itwe=
b.providence.edu/helpdesk</a><o:p></o:p></span></p></div><div><p class=3DMs=
oNormal><span style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";=
color:black'><a href=3D"http://selfhelp.providence.edu">http://selfhelp.pro=
vidence.edu</a><o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'><=
o:p> </o:p></span></p></div><div><p class=3DMsoNormal><span style=3D'f=
ont-size:10.5pt;font-family:"Calibri","sans-serif";color:black'>Find us on =
Facebook!<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span style=
=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'><a hre=
f=3D"http://www.facebook.com/ProvCollHelpDesk">http://www.facebook.com/Prov=
CollHelpDesk</a><o:p></o:p></span></p></div></div></div></div><div><p class=
=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Calibri","sans-se=
rif";color:black'><o:p> </o:p></span></p></div><div style=3D'border:no=
ne;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=3DMso=
Normal><b><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif=
";color:black'>From: </span></b><span style=3D'font-size:11.0pt;font-family=
:"Calibri","sans-serif";color:black'>"Randall K. Kouns" <<a hr=
ef=3D"mailto:kounsra@EARLHAM.EDU">kounsra@EARLHAM.EDU</a>><br><b>Reply-T=
o: </b>Resnet Forum <<a href=3D"mailto:RESNET-L@listserv.nd.edu">RESNET-=
L@listserv.nd.edu</a>><br><b>Date: </b>Tue, 15 Mar 2011 11:26:32 -0400<b=
r><b>To: </b>Resnet Forum <<a href=3D"mailto:RESNET-L@listserv.nd.edu">R=
ESNET-L@listserv.nd.edu</a>><br><b>Subject: </b>Re: [RESNET-L] Spicework=
s Help Desk System<o:p></o:p></span></p></div><div><p class=3DMsoNormal><sp=
an style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black=
'><o:p> </o:p></span></p></div><div><div><div><p class=3DMsoNormal sty=
le=3D'margin-bottom:12.0pt'><span style=3D'color:black'>I looked at it brie=
fly... it's asset management piece had trouble going across my subnets (we =
are not AD.) Also to get rid of the advertisements I think you have t=
o use the paid version.<br><br>gave up and went back to RT until schooldude=
.com gets their federated id bugs worked out for the helpdesk software... w=
e already use their asset management piece and we love it.<br><br><br><br><=
br>Randy Kouns<br>Manager User Services<br>Earlham College<o:p></o:p></span=
></p><div class=3DMsoNormal align=3Dcenter style=3D'text-align:center'><spa=
n style=3D'color:black'><hr size=3D2 width=3D"100%" align=3Dcenter></span><=
/div><p class=3DMsoNormal style=3D'margin-bottom:12.0pt'><b><span style=3D'=
color:black'>From: </span></b><span style=3D'color:black'>"Jim Rizzo&q=
uot; <<a href=3D"mailto:JRIZZO@providence.edu">JRIZZO@providence.edu</a>=
><br><b>To: </b><a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LIS=
TSERV.ND.EDU</a><br><b>Sent: </b>Tuesday, March 15, 2011 11:17:35 AM<br><b>=
Subject: </b>Spiceworks Help Desk System<o:p></o:p></span></p><div><div><di=
v><p class=3DMsoNormal><span style=3D'color:black'>I was just told about Sp=
iceworks today. It's a free helpdesk ticketing system (among other things).=
Do any of you have experience with it? Maybe someone is currently using it=
? I'd like to learn more about if you can give me some information (or even=
a demo).<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span style=
=3D'color:black'><o:p> </o:p></span></p></div><div><p class=3DMsoNorma=
l><span style=3D'color:black'>Thanks,<o:p></o:p></span></p></div><div><p cl=
ass=3DMsoNormal><span style=3D'color:black'>Jim<o:p></o:p></span></p></div>=
<div><div><div><p class=3DMsoNormal><span style=3D'color:black'>-- <o:=
p></o:p></span></p></div><div><p class=3DMsoNormal><span style=3D'color:bla=
ck'>Jim Rizzo<o:p></o:p></span></p></div></div><div><p class=3DMsoNormal><s=
pan style=3D'color:black'>Helpdesk Manager<o:p></o:p></span></p></div><div>=
<p class=3DMsoNormal><span style=3D'color:black'>Providence College Informa=
tion Technology<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'color:black'>(401) 865-1277<o:p></o:p></span></p></div><div><p cla=
ss=3DMsoNormal><span style=3D'color:black'>AIM: JRizzoPC<o:p></o:p></span><=
/p></div><div><p class=3DMsoNormal><span style=3D'color:black'><a href=3D"h=
ttp://itweb.providence.edu/helpdesk" target=3D"_blank">http://itweb.provide=
nce.edu/helpdesk</a><o:p></o:p></span></p></div><div><p class=3DMsoNormal><=
span style=3D'color:black'><a href=3D"http://selfhelp.providence.edu" targe=
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