[26084] in resnet
Re: Integrated Helpdesk/ticket/request system
daemon@ATHENA.MIT.EDU (Jack Vizelter)
Tue Mar 22 15:55:06 2011
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Message-ID: <514B2B2D6A412B4C94C3F93D2271F3585EBE2D0008@RUEXMAIL.rockefeller.edu>
Date: Tue, 22 Mar 2011 15:54:13 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Jack Vizelter <jack@mail.rockefeller.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <D00A6E6F-B8C2-4B96-87BF-2F5AFF0ACEC9@stetson.edu>
Remedy.
We got it pulling the user info directly from LDAP. It auto fills the users name, phone #, email address & location (building & lab/dept)
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Don Burrhus
Sent: Tuesday, March 22, 2011 3:23 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Integrated Helpdesk/ticket/request system
Has anyone had success with implementing a Helpdesk/ticket/request system that met the following criteria:
1) You were happy with it after implementation.
2) It pulled user info (name, dept, contact info) from an enterprise system such as Banner or Datatel.
3) It was reasonably priced.
4) It has either built-in reporting/metrics OR data can be readily accessed by another package for such purposes.
If so, what was the system?
-Don Burrhus
-Stetson University
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