| hasaanbhutta |
Ok gurus...
i got a situation.... due to growing number of our end users and computers, we have decided to make our IT Helpdesk. here is a brief outline of what we want
~ 300 computers
~ 450 end-users
10 administrative users (IT Staff)
Ability to track our assets (including computers, monitors, printers, cameras etc)
Web-based HD feature so users can submit issues online
Live software license tracking
Bug-tracking for our application support group (includes Oracle DBAs)
A knowledgebase for the HD
so anyone out there with suggestions of the software that would meet these requirements......
thanks in advance to all !!
Cheers, |
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| wa4qfy |
I can't say what to buy, but I have a reasonably strong what NOT based on what we implimented...
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| mgthe3 |
We made our own in Access.
Maybe I can get the developer to slide you some code to fix up.
Have any Access developers there?
Oh, the Wiki mentioned in earlier posts is how our DBA's and developers keep track of changes. |
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| hasaanbhutta |
we are using an access database right now. but the new program we are testing requires it to be on SQL server.
so conversion is taking its time toll.... other than that... i just wanted opinions / examples of different helpdesk tracking softwares some of you guys might use. |
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| wa4qfy |
Truthfully, the "sky" or "pocket book" is the limit. If you want to home grown your own solution, I would suggest using MySql and PHP. But one thing that is a lot of work to create your own solution and secondly you will not get some of the automated features of the $$$$ software. Like automatic software and hardware inventory, LDAP plugin for people lookup, etc.... If you have an Oracle DBA, then you have a Oracle Database, the database is half of the of any call tracking software, so you have a good start. The problem with Access is if multiple people start hitting the database at the exact same time you will get coruptions. Believe me I know from experience, but in small shops that will work because the odds are in your favor of no double hits.
When we started looking for software package at my current company a couple of years ago there lots of different brands of software out there. When I worked at Texas Instruments about 7 years ago, we used Remedy, but that may be too big for you. At the company I current work at, they choose Heat, It's not terrible, but it did not live up to everything they said that it would do. Also it's very SLOW at remote plants, which killed it for us. There are several GNU packages that are free, but they may only run on Linux.
My suggestion is that you google "Call Tracking Software" or "Help Desk Software", then read some reviews, THEN go to the forums and read like you do here. Maybe post a question on those forums. |
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| biggun |
Our company uses Track It! by Numara? It appears to be very very good and has won all kinds of awards.
I'm not to familiar with it, but I have looked at the free download, it is a very powerful tool that even allows you to keep track of all your licenses and updates.
http://itsolutions.intuit.com/products.asp |
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