[581] in resnet
Re: Work Order Software
daemon@ATHENA.MIT.EDU (Mike Hamrick)
Thu Dec 13 12:26:58 2001
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Message-ID: <4F44C51ED1C9D311B761009027DC72180695508B@exch1.unh.edu>
Date: Thu, 13 Dec 2001 12:08:20 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Mike Hamrick <mike.hamrick@UNH.EDU>
To: RESNET-L@listserv.nd.edu
Veronica,
About two years ago now, we here at UNH I was part of an eight person
committee to evaluate more than 40 vendors.
We invited about a dozen to campus, and of them we had 5 come back for a
second visit.
When we were all done we had eliminated most of the larger vendors due to
support issues we currently had with other products of theirs, or because
they were just not willing to discuss cost. Other were eliminated due to
lack of features, or performance.
About seven months later when we were done our search, five of the eight
member committee were convinced that Applix iEnterprise was the best
product.
The iEnterprise included the iHelpDesk as well as a number of other useful
tools that we felt there was a need for, and could benefit other departments
if rolled out campus wide.
http://www.applix.com/solutions/
This product can be made fully automated, so user intervention is minimal.
It is 100% pure Java, very intuitive, easily modified with proper
privileges, and at the time incident escalations were in the testing phase
of using wireless devices, in addition to the pager, phone and email support
already integrated.
Reporting was in real-time and fully automated once configured.
We turned our findings over to the directors, but I'm sad to say nothing was
ever done. We are still putting Band-Aids on our old mostly home grown
system.
Good luck with your search.
-mike
Veronica Longenecker wrote:
> Good Afternoon!!
>
> Could you please tell me what type of work order system / help desk
software
> you are using to help manage your calls?
>
> Thanks!!
>
> Veronica Longenecker
> Millersville University
>
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