[26765] in resnet
Help Desks / Ticketing / HelpSTAR 2010
daemon@ATHENA.MIT.EDU (Boland, Jordan)
Sat Sep 17 21:58:57 2011
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Message-ID: <648355A0EA9BCE4C8E867D496C8F41B57D6FD975@Abel.stmartin.edu>
Date: Sun, 18 Sep 2011 01:56:52 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Boland, Jordan" <JBoland@stmartin.edu>
To: RESNET-L@listserv.nd.edu
Hi Everyone,
We're implementing a help desk system, and working to deploy HelpSTAR 2010. I'm running into some trouble with the software, and am not sure if we should proceed or not (we have ~3 weeks to abandon if things look very bad). I find myself saying, "Well, that's inconvenient, but on the whole it's not so bad," ....over, and over again. So, if anyone else is using this system, I would greatly appreciate hearing about your experiences, on- or off-list. My experience with the deployment does not match my experience with the trial. I'm hoping things get better from here.
Examples of some of the things that are concerning me:
* Inability to use a custom field as a primary key.
In order to use our campus ID number as a user's unique identifier, we had to bring the active directory attribute into the "network address" field. Using a custom field results in breaking authentication. I find it hard to believe that we are the only customer who doesn't want to identify unique users on their name or email address (what happens when someone changes their name? Surely we can't be the only institution that allows this to happen....).
* Applying different SLAs to different ticket types.
For instance, having a different response target for an "Incident" vs. "Request", or allowing maintenance to have different resolution targets than IT.
* Calendar and mail synchronization does not work in our environment.
It works extremely well in the vendor's environment, but they are using the beta of the upcoming HelpSTAR 2012 product. I'm concerned they compare oranges to apples.
* I come across strange errors, for instance "Length cannot be less than zero. Parameter name: length" on a page with no parameters.
Thanks friends,
-Jordan
Jordan Boland
Network Administrator
Saint Martin's University
5000 Abbey Way SE
Lacey, WA 98503-7500
(360) 486-8838
jboland@stmartin.edu
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