[27030] in resnet
Re: helpdesk call center solutions database
daemon@ATHENA.MIT.EDU (Adeel Siddiqui)
Sat Nov 12 16:04:27 2011
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Date: Sat, 12 Nov 2011 15:02:51 -0600
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Adeel Siddiqui <asiddiqui@usao.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <72CC62976509634280B321EFDB725F9288818DB0@Mail2.CalBaptist.local>
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Richard,
Have you looked into Spiceworks? It's got a help desk portal that allows
provides a knowledgebase database for technicians and the general public to
refer to.
regards,
Adeel Siddiqui
Network Administrator <http://www.usao.edu/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
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Richard
Davis
Sent: Thursday, November 10, 2011 1:03 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: helpdesk call center solutions database
We use the Confluence Wiki as well. But what we are looking for is standard
common IT related solutions to populate the wiki as well as out Helpstar
Best solutions portal. If anyone is willing to share their solutions, that
would be great.
Richard Davis
Lead Customer Support Technician
Information & Technology Services
California Baptist University
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Eric
Lemmons
Sent: Thursday, November 10, 2011 9:58 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: helpdesk call center solutions database
We also use Confluence and find it quite easy. We previously used a standard
MediaWiki setup, but searching was a nightmare. With Confluence it's easy to
keep up to date, maintain accountability for changes made, and it's quite
intuitive.
On Thu, Nov 10, 2011 at 11:07 AM, Lyons, Andrew H <alyons@albany.edu> wrote:
We use entries in our existing wiki service (Confluence) (some public, some
restricted) for instructions and troubleshooting information. It is
flexible, easy to manage access, and available anywhere.
Andrew Lyons, IT Support Specialist
ITS Client Support Services
University at Albany
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Richard
Davis
Sent: Thursday, November 10, 2011 10:51 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: helpdesk call center solutions database
I am wondering if anyone out there has a helpdesk call center solutions
database. We are trying to ramp up our student workers training and
effectiveness, and one of the things we want to have available is a
solutions database so our student workers have some where to go for answers
to technical problems/questions. Any help would be greatly appreciated.
Richard Davis
Lead Customer Support Technician
Information & Technology Services
California Baptist University
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___________________________________________________ You are subscribed to
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To subscribe, unsubscribe or search the archives, go to
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___________________________________________________
___________________________________________________ You are subscribed to
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To subscribe, unsubscribe or search the archives, go to
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue =
vlink=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>Richard,<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'>Have you looked into Spiceworks? It’s got a help desk portal =
that allows provides a knowledgebase database for technicians and the =
general public to refer to.<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></span><i><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'>=
<a href=3D"http://www.usao.edu/staff/adeel-siddiqui">Network =
Administrator</a></span></i><i><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'>=
<br></span></i><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'>=
Information, Research and Network Services<br><b><a =
href=3D"http://www.usao.edu/">University of Science and Arts of =
Oklahoma</a></b><br>Chickasha, OK 73018</span><span =
style=3D'font-size:8.0pt;font-family:"Calibri","sans-serif";color:#1F497D=
'> <br></span><span =
style=3D'font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'>=
(405) 574-1319<br></span><u><span =
style=3D'font-size:8.0pt;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'=
> </span><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'><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>Richard Davis<br><b>Sent:</b> Thursday, November 10, 2011 1:03 =
PM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Re: =
helpdesk call center solutions =
database<o:p></o:p></span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt'>We use the Confluence Wiki as well. But what =
we are looking for is standard common IT related solutions to populate =
the wiki as well as out Helpstar Best solutions portal. If anyone is =
willing to share their solutions, that would be =
great.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'font-size:10.0pt'>Richard =
Davis<o:p></o:p></span></p><p><span style=3D'font-size:10.0pt'>Lead =
Customer Support Technician<o:p></o:p></span></p><p><span =
style=3D'font-size:10.0pt'>Information & Technology =
Services<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt'>California Baptist University</span><span =
style=3D'font-size:10.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><o:p></o:p></span></p><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 [<a =
href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">mailto:RESNET-L@LISTSERV.ND.EDU<=
/a>] <b>On Behalf Of </b>Eric Lemmons<br><b>Sent:</b> Thursday, November =
10, 2011 9:58 AM<br><b>To:</b> <a =
href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a><br>=
<b>Subject:</b> Re: helpdesk call center solutions =
database<o:p></o:p></span></p><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal =
style=3D'margin-bottom:12.0pt'>We also use Confluence and find it quite =
easy. We previously used a standard MediaWiki setup, but searching was a =
nightmare. With Confluence it's easy to keep up to date, maintain =
accountability for changes made, and it's quite =
intuitive.<o:p></o:p></p><div><p class=3DMsoNormal>On Thu, Nov 10, 2011 =
at 11:07 AM, Lyons, Andrew H <<a =
href=3D"mailto:alyons@albany.edu">alyons@albany.edu</a>> =
wrote:<o:p></o:p></p><div><div><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span =
style=3D'font-size:10.0pt;font-family:"Georgia","serif";color:#1F497D'>We=
use entries in our existing wiki service (Confluence) (some public, =
some restricted) for instructions and troubleshooting information. It is =
flexible, easy to manage access, and available =
anywhere.</span><o:p></o:p></p><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span =
style=3D'font-size:10.0pt;font-family:"Georgia","serif";color:#1F497D'>&n=
bsp;</span><o:p></o:p></p><div><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span =
style=3D'font-size:10.0pt;font-family:"Georgia","serif";color:#1F497D'>An=
drew Lyons, IT Support Specialist</span><o:p></o:p></p><p =
class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span =
style=3D'font-size:10.0pt;font-family:"Georgia","serif";color:#1F497D'>IT=
S Client Support Services</span><o:p></o:p></p><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span =
style=3D'font-size:10.0pt;font-family:"Georgia","serif";color:#1F497D'>Un=
iversity at Albany</span><o:p></o:p></p></div><div><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span =
style=3D'font-size:10.0pt;font-family:"Georgia","serif";color:#1F497D'>&n=
bsp;</span><o:p></o:p></p><div><div =
style=3D'border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in'><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span =
style=3D'font-size:10.0pt'>From:</span></b><span =
style=3D'font-size:10.0pt'> Resnet Forum [mailto:<a =
href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" =
target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a>] <b>On Behalf Of =
</b>Richard Davis<br><b>Sent:</b> Thursday, November 10, 2011 10:51 =
AM<br><b>To:</b> <a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" =
target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a><br><b>Subject:</b> =
helpdesk call center solutions =
database</span><o:p></o:p></p></div></div><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p><=
/o:p></p></div><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>I am =
wondering if anyone out there has a helpdesk call center solutions =
database. We are trying to ramp up our student workers training and =
effectiveness, and one of the things we want to have available is a =
solutions database so our student workers have some where to go for =
answers to technical problems/questions. Any help would be greatly =
appreciated.<o:p></o:p></p><div><div><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p><=
/o:p></p><p>Richard Davis<o:p></o:p></p><p>Lead Customer Support =
Technician<o:p></o:p></p><p>Information & Technology =
Services<o:p></o:p></p><p>California Baptist University<o:p></o:p></p><p =
class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p><=
/o:p></p><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>____________=
_______________________________________ You are subscribed to the =
ResNet-L mailing list. <o:p></o:p></p><p>To subscribe, unsubscribe or =
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target=3D"_blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a> =
___________________________________________________ =
<o:p></o:p></p></div></div></div></div><div><div><p =
class=3DMsoNormal>___________________________________________________ =
You are subscribed to the ResNet-L mailing list. <o:p></o:p></p><p>To =
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___________________________________________________ =
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class=3DMsoNormal><br>___________________________________________________=
You are subscribed to the ResNet-L mailing list. <o:p></o:p></p><p>To =
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You are subscribed to the ResNet-L mailing list. <o:p></o:p></p><p>To =
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