[26058] in resnet
Re: Spiceworks Help Desk System
daemon@ATHENA.MIT.EDU (Adeel Siddiqui)
Tue Mar 15 20:28:00 2011
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Message-ID: <06e601cbe370$9f459190$ddd0b4b0$@edu>
Date: Tue, 15 Mar 2011 19:25:14 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Adeel Siddiqui <asiddiqui@usao.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <C9A4FE78.E7C9%jrizzo@providence.edu>
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Jim,
Just to clarify, Spiceworks is a server-based application. You just have to
install it once on a Windows server (either locally or through a cloud
service), and then it can be accessed remotely from any client machines
(including Macs) via any browser.
We've been intermittently using Spiceworks for a couple of years on our
campus, more for detailed asset inventory/management than for anything else
(although there are the occasional false-positives for assets that are no
longer deployed or have had their configuration changed). The user console
is fairly customizable and you can fine-tune your dashboard per user with
granular detail. The built-in help-desk portal in Spiceworks is very
functional and user-friendly. There is also the option of creating a portal
webpage for your end-users to create their own tickets for assistance, that
could then be automatically assigned to your help-desk staff (the help-desk
staff can alerted via email, SMS and/or the user-console itself).
So far we haven't had the need to use the helpdesk portal on our campus just
yet since we are a fairly small centralized IT department, and using it
wouldn't have simplified our existing helpdesk workflow any further. But
there is considerable potential for campuses with large IT departments, or
for decentralized IT offices on a single campus that require a
centrally-managed help desk support solution.
regards,
Adeel Siddiqui
Network Administrator <http://www.usao.edu/home/staff/adeel-siddiqui>
Information, Research and Network Services
University <http://www.usao.edu/> of Science and Arts of Oklahoma
Chickasha, OK 73018
(405) 574-1319
asiddiqui@usao.edu
"Everything should be made as simple as possible, but not simpler"
-- Albert Einstein
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Rizzo, Jim
Sent: Tuesday, March 15, 2011 10:34 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 one
out. It also looks like it's an application you have to install rather than
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
resource management tool, but for ticket tracking, it's just not that great
for how we use it.
I don't think we can switch to one of the more expensive ones, so I'm
looking 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>
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
Date: Tue, 15 Mar 2011 11:26:32 -0400
To: Resnet Forum <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
across my subnets (we are not AD.) Also to get rid of the advertisements I
think you have to use the paid version.
gave up and went back to RT until schooldude.com gets their federated id
bugs worked out for the helpdesk software... we already use their asset
management piece and we love it.
Randy Kouns
Manager User Services
Earlham College
_____
From: "Jim Rizzo" <JRIZZO@providence.edu>
To: 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
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).
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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space;-webkit-line-break: after-white-space'><div =
class=3DWordSection1><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>Jim,<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><o:p> </o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>Just to clarify, Spiceworks is a <i>server-based</i> application. You =
just have to install it once on a Windows server (either locally or =
through a cloud service), and then it can be accessed remotely from any =
client machines (including <u>Macs</u>) via any =
browser.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><o:p> </o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>We’ve been intermittently using Spiceworks for a couple of =
years on our campus, more for detailed asset inventory/management than =
for anything else (although there are the occasional false-positives for =
assets that are no longer deployed or have had their configuration =
changed). The user console is fairly customizable and you can fine-tune =
your dashboard per user with granular detail. The built-in help-desk =
portal in Spiceworks is very functional and user-friendly. There is also =
the option of creating a portal webpage for your end-users to create =
their own tickets for assistance, that could then be automatically =
assigned to your help-desk staff (the help-desk staff can alerted via =
email, SMS and/or the user-console itself). <o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><o:p> </o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>So far we haven’t had the need to use the helpdesk portal on =
our campus just yet since we are a fairly small centralized IT =
department, and using it wouldn’t have simplified our existing =
helpdesk workflow any further. But there is considerable potential for =
campuses with large IT departments, or for decentralized IT offices on a =
single campus that require a centrally-managed help desk support =
solution.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
><br></span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>regards,</span><span =
style=3D'font-size:10.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><br></span><i><span =
style=3D'font-family:"Calibri","sans-serif";color:black'>Adeel =
Siddiqui</span></i><b><i><span =
style=3D'font-size:14.0pt;font-family:"Calibri","sans-serif";color:black'=
><br></span></i></b><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
><br><i><a =
href=3D"http://www.usao.edu/home/staff/adeel-siddiqui">Network =
Administrator</a><br></i>Information, Research and Network =
Services<br></span><b><span =
style=3D'font-size:11.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
><a href=3D"http://www.usao.edu/">University of Science and Arts of =
Oklahoma</a></span></b><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
><br>Chickasha, OK 73018</span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'> <br></span><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
>(405) 574-1319<br></span><u><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><=
a =
href=3D"mailto:asiddiqui@usao.edu">asiddiqui@usao.edu</a></span></u><span=
=
style=3D'font-size:10.0pt;font-family:"Arial","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:#1F497=
D'><o:p> </o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>"Everything should be made as simple as possible, but not =
simpler"<br>-- Albert Einstein<o:p></o:p></span></i></p><p =
class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><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 10:34 =
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 application 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'font-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 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 resource management tool, but for ticket tracking, it's =
just not that great for how we use =
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: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'=
>Jim Rizzo<o:p></o:p></span></p></div></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Helpdesk Manager<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'=
>Providence College Information =
Technology<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'=
>(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-serif";color:black'=
>AIM: JRizzoPC<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 =
href=3D"http://itweb.providence.edu/helpdesk">http://itweb.providence.edu=
/helpdesk</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'=
><a =
href=3D"http://selfhelp.providence.edu">http://selfhelp.providence.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'font-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 =
href=3D"http://www.facebook.com/ProvCollHelpDesk">http://www.facebook.com=
/ProvCollHelpDesk</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-serif";color:black'=
><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: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 =
href=3D"mailto:kounsra@EARLHAM.EDU">kounsra@EARLHAM.EDU</a>><br><b>Rep=
ly-To: </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<br><b>To: </b>Resnet =
Forum <<a =
href=3D"mailto:RESNET-L@listserv.nd.edu">RESNET-L@listserv.nd.edu</a>>=
<br><b>Subject: </b>Re: [RESNET-L] Spiceworks Help Desk =
System<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><div><div><p class=3DMsoNormal =
style=3D'margin-bottom:12.0pt'><span style=3D'color:black'>I looked at =
it briefly... 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 to 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... we 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'><span =
style=3D'color:black'><hr size=3D2 width=3D"100%" align=3Dcenter =
id=3Dzwchr></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" <<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@LISTSERV.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><div><p =
class=3DMsoNormal><span style=3D'color:black'>I was just told about =
Spiceworks 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=3DMsoNormal><span =
style=3D'color:black'>Thanks,<o:p></o:p></span></p></div><div><p =
class=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:black'>Jim =
Rizzo<o:p></o:p></span></p></div></div><div><p class=3DMsoNormal><span =
style=3D'color:black'>Helpdesk =
Manager<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'color:black'>Providence College Information =
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 =
class=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"http://itweb.providence.edu/helpdesk" =
target=3D"_blank">http://itweb.providence.edu/helpdesk</a><o:p></o:p></sp=
an></p></div><div><p class=3DMsoNormal><span style=3D'color:black'><a =
href=3D"http://selfhelp.providence.edu" =
target=3D"_blank">http://selfhelp.providence.edu</a><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=3DMsoNormal><span style=3D'color:black'>Find us on =
Facebook!<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'color:black'><a =
href=3D"http://www.facebook.com/ProvCollHelpDesk" =
target=3D"_blank">http://www.facebook.com/ProvCollHelpDesk</a><o:p></o:p>=
</span></p></div></div></div></div><p class=3DMsoNormal><span =
style=3D'color:black'>___________________________________________________=
You are subscribed to the ResNet-L mailing list. =
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___________________________________________________ =
<o:p></o:p></span></p></div></div></div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
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You are subscribed to the ResNet-L mailing list. <o:p></o:p></p><p>To =
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--Boundary_(ID_4V+tYJk3fVrl+IIHdwQrPQ)--
