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Spiceworks Community items tagged with sw help desk.
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    I finally got my outgoing help desk email working, but now I have a problem with its content. An example sent to a test user follows:

    ============

    A new comment has been added. Please reply to this email (keeping the subject intact) with any additional information or comments.

    Help Desk: http://https://exchange/exchange/account/public_login/63?email=dilbert%40butlercapital.com
    Ticket: # 63
    Submitted: Mar 29, 2009 @ 11:29 pm
    Summary: exchange timing out on citrix
    Status: open
    Priority: Med

    ============

    The problem is the bolded text. First, it's not a valid url at all, and beyond that, it's supposed to point to my help desk. Where can I explicitly change the contents of this URL that is added to all help desk emails?


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  • 10/04/11--03:30: Working The IT Help Desk
  • The Spiceworks desktop makes working the IT Help Desk easy. You can monitor status, create reports, change ticket details, and track activity associated with every ticket in the system. Table Of Contents Using The Spiceworks Ticket Summary Table The ticket summary table is a quick and easy way to see listings of specific tickets in the Help Desk. You can see all tickets, or something as specific as tickets that require a purchase. It also has sorting capabilities and the ability to highlight a ticket to see more details. Click on the Help Desk tab. Use the drop-down menu in the top left area of the ticket window to select a ticket queue. Click on the column headings to sort the data in the table. Click on a row in the table to see ticket details in the Ticket Detail window in the bottom half of the page. You can add and remove columns by clicking . You can add new queues to the list by creating . Run Reports On Tickets Helpful Hints Spiceworks always tries to anticipate your needs. Several reports come built-in with Spiceworks. Check them out on the Reports tab, theyre just a click away. Reports can be exported in PDF, Excel or CSV format.Reports are another quick and easy way to summarize ticket information. Spiceworks has several built-in reports, but if these dont meet your needs, you can create your own custom reports. See to learn more about running reports and creating your own custom reports. The following Help Desk reports are built-in to Spiceworks: Tickets by Device Tickets by Software All Tickets Closed Tickets Open Tickets Reopened Tickets Tickets Pending Purchase To run a report, navigate to Reporting by hovering over Help Desk at the top of the page. Click Run next to the report you want to run. User Portal Notification Messages The User Portal gives you the means to communicate with your users. Change welcome messages, phone numbers, and add any other information you deem necessary. You can also publish knowledge articles that might help your users. If this is your first time accessing the new User Portal, see to initially set up your Portal. Once youve set up your User Portal, do the following to edit the notification messages: Click on the User Portal after hovering over Help Desk in the nav links. Select Manage Content from the page that opens. Click on the content you want to edit, make your changes, then click publish.For more information on the User Portal and editing User Portal content, check out . Assigning Tickets To Users When tickets arrive at the Help Desk, they are generally unassigned. You can then assign the ticket to a user either through the Help Desk, or using Tickets Anywhere commands. Assigning tickets through the Help Desk: Click on the Help Desk tab. Highlight a ticket in the Summary table. Hover your pointer over assign to to the right of the ticket details window. Select a user from the assign to drop-down menu. Assigning tickets using Tickets Anywhere commands: Set up your email so that Spiceworks will email you when a ticket is submitted. When you receive a ticket notification email from the Help Desk, reply to the message. Make comments for the ticket if you need to. At the end of your email add the command assign to user_name, where user_name is the users name in Spiceworks.For more information on Tickets Anywhere, see . CC Additional Users To A Ticket There are many instances where you might want to include additional users to a ticket. Maybe another admin has a similar problem, your boss likes to be nosy and stay in your business, or you want to keep others in the loop when purchases are required. You can quickly CC users to a ticket the following ways: Through Email: When creating a ticket, email the Help Desk and CC the other users you want to be notified. Spiceworks will send them all Help Desk emails related to the ticket. At any point, you can reply to a Help Desk email and CC another user to be included. Tickets Anywhere: You can CC a user by using the "cc user_email" tickets anywhere command. For more information on Tickets Anywhere, visit . Through The Help Desk: Click on the Help Desk tab. Click on the ticket you want to cc a user to. To the right of the ticket details window, enter an email address in the Users section and click the plus sign. Edit A Tickets Details While you are working a ticket youre going to want to change things like its priority, due date, and time spent working the ticket. Its easy to do this with the Help Desk. Click on the Help Desk tab. Highlight a ticket in the Summary table. Change priority by clicking any of the priority buttons (high, medium, or low). Click the Edit link to change due date, assigned to, category, time spent, and related to. Click Save. You can also edit the ticket using the information visible to the right of the ticket details window.You can also edit these details using Tickets Anywhere. See for more information. Add Comments To A Ticket There are two ways to comment on a ticket. You can create a response to the ticket that will be sent to the tickets creator and all users CCd to the ticket, or you can create a note for the ticket. A note will only be visible to admins. Click on the Help Desk tab. Highlight a ticket in the Summary table. Click Note in the ticket details window if you want to create a note. Response is selected by default. Click the Attach File button to attach any pertinent documents, such as a screen shot or log file. Check the box to close the ticket if necessary. Click Update to post the comment.This can also be accomplished with .Relate A Ticket To Software/Vendor/Cloud Service/Device/etc. A ticket will almost always be related to something... so it makes sense to tie them together in Spiceworks. When tickets are created through the User Portal, the device will automatically be added. From your Help Desk, find Related To on the right side of the ticket details. Start entering the name of what you want to add and Spiceworks will find it from existing entries in your Inventory. Click the plus sign next to the text box to add your entry. Close And Reopen Tickets When a tickets problem is solved, youll want to close it, but sometimes you need to reopen the ticket. Its easy to do. Click on the Help Desk tab. Highlight a ticket in the Summary table. Click the Close or Reopen link in the Ticket Details window. Verify a comment was added to the ticket stating it was closed or re-opened.This can also be accomplished with . Close a ticket without notifying the user:Do you have those users who reply to the close ticket notification to thank you and it reopens the ticket? Sure, theyre being polite and its nice to see that, but now the ticket is reopened! Well, there are two ways to silently close a ticket (without notifying the end user). From the Help Desk: Choose the ticket you want to close from the ticket list.Select Note to make the response private. Click Close to silently close the ticket.Using Tickets Anywhere: Reply to the ticket you want to close. Use the close and mute commands to silently close the ticket. Working With Tickets That Need A Purchase Sometimes tickets contain requests for a purchase. Spiceworks gives you a way to manage these tickets so you can filter and report on them. When a ticket needs a purchase before it can be closed, simply click the "Purchase" link. From here you can enter the name and details of the item that needs to be purchased and click the Save button. Find all tickets that need a purchase by using the "Purchase Needed" in the drop-down menu. There is also a handy "Tickets Pending Purchase" report in the list of standard reports. See what needs to be purchased at a glance with the Purchase List widget on the Dashboard. Once an item has been approved, purchased or received, simply fill in the appropriate information in the workflow. Merging Duplicate Tickets Unfortunately, youre probably going to get duplicate tickets sometimes. Rather than deleting the duplicate, you can now merge it into the original and keep any time worked, comments, purchase items, etc. If you are using the remote help desks feature of the Remote Collectors, please note that tickets can only be merged within the same site. So if a user from a remote site logs an issue and calls in and someone logs a ticket for them in the central installation, the two tickets will not be able to be merged. Navigate to the duplicate ticket. Click Close as Duplicate. Select the original ticket from the list, or search for it by ticket number, keyword, etc. Click Merge & Save.

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  • 08/07/08--12:31: Helpdesk with Exchange
  • I'm trying to get Helpdesk email up and running, but failing. I've pointed incoming and outgoing email addresses at the server, but receive:

    Error on outgoing settings: Unexpected response from the Exchange server received. Are you sure you entered the correct address? Error on incoming settings: Unexpected response from the Exchange server received. Are you sure you entered the correct address?

    I've tried this both with and without using @domain.com (well, my domain, clearly) in the user names. I've tried logging in to the server manually using the address I cut and paste out of the Spiceworks entry area without a problem.

    Nothing works. Is there logging somewhere that I can use to diagnose this issue?

    I've even tried backing out and using a deprecated unix smtp/imap server. The imap reception works fine, but no matter what I do, Spiceworks tries to use auth mode to connect to the SMTP server. Yes, with the box unchecked.

    Any ideas on where I can go?


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  • 03/30/12--06:05: Configuring Email
  • REDIRECT Configuring_Email

    0 0

    Dear Experts

    We are emailed a log from a particular application every night. This call automatically gets logged to SW. Is there a rule etc that we can create so that this call is automatically deleted from the Helpdesk system and no one is notified? We had an instance where by we had a corrupt email sent over to the Helpdesk system, and the Helpdesk could not reply back to the sender, so the email kept on getting bigger and bigger until SW server ran otu of disk space.

    I shall be very keen to hear from you.

    Regards

    Rajeev


    0 0

    I just had a phone call from my IT Director asking if Spiceworks could do something - and It can't!! (Unbelievable, I know!)

    He wants to send a few separate tickets, in their entirety to another company for them to look at the tickets.

    I first suggested printing the ticket to a PDF - but that doesn't include the attachments - and he wants to send them too. I then suggested using the web portal and giving the outside company a login to Spiceworks, but didn't seem keen on that either.

    He want's a way of sending the whole ticket, including all attachments, to an email address of his choosing... can anyone think of a way, or is this going to have to become a feature request??

    ___________________________________________________________________________

    A feature request has now been added - go spice it up!
    http://community.spiceworks.com/feature_request/show/Help%20Desk/3655


    0 0
  • 11/23/12--08:54: configurin helpdesk feature
  • How to configure help desk as per my organization requirement


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  • 03/04/13--13:46: IT Help Desk Overview
  • Table Of Contents Frequently Asked Questions Can I merge duplicate tickets? Just click on the duplicate, click the merge ticket button and select the original ticket from the list, or search for it if it isnt listed. Can I assign tickets to specific queues? allows you to create queues for tickets that will automatically populate with the tickets that meet your requirements. Can I add a help desk only role? I dont want my help desk techs in the inventory section. You can choose Help Desk only as an option when adding a new admin. Can users submit screenshots in their ticket? Sure, your users can press a hot-key and have a screenshot taken and automatically added to a new email using programs such as . Why Should I Use The Help Desk? A help desk can help you manage your daily projects and user-requests. Spiceworks integrated help desk can simplify your work day tremendously. Keep your users informed: The help desk can keep them up-to-date on the status of their ticket leaving you free to work on the actual issue. Divvy up your work: You and your co-workers can work on tickets side by side and avoid doing the same job twice. Identify common issues: You can identify the machines and users that create the most work. This can help reduce your workload. Document your work: You can document everything you do in a day, which can help you show your boss where your time is allotted. How Does The Help Desk Work? A help desk can help make your user support process efficient. It can help take care of the details, letting you focus on the actual issues. Receive tickets by email or through Spiceworks: Your users can submit and keep track of the status of their tickets on their own. Now you dont have to spend your time sending updates. Ticket queues: You and your co-workers can work on your own tickets. You can also see each others tickets. This will help your team balance the workload. Built-in reporting: Built-in reports can tell you which machines or users create the most tickets. Now youll have the documentation you need to make the case for upgrades. Getting Started Receive help desk tickets: Decide if youre going to allow your users to via email or if you want them to use the Spiceworks user portal. Customize the user portal: Add helpful links (such as to your intranet or company website), notifications or warnings, and instructions for your users. See for more information. Consider adding custom attributes: You can add on tickets such as department, floor, or request type. Set up multiple techs: Decide which techs will be working tickets and set up for them. Get notified: Determine how you will be . Will you log-in to the help desk everyday or do you want to receive emails? Set up Ticket Rules & Views: Set up to automatically populate fields in the ticket and set up to organize your ticket queues. Work the Help Desk: Work the Help Desk, taking advantage of everything offered, from to CCd users. See for more information. Tracking Your Work Spiceworks gives you the ability to track the work that you do on a daily, weekly or monthly basis so you can show your boss how valuable you are. Create tickets anywhere in Spiceworks by clicking the new ticket icon in the Spiceworks status bar at the bottom of the screen. to show your boss where your time is spent. Keep track of upcoming renewals, tasks, and projects using the "Due Date" feature of the ticket. How Do My Users Submit Requests? To make it easy to get started, the help desk has very few requirements before users can submit tickets. You dont have to create accounts for your end-users in Spiceworks. You can submit tickets for your users. Just click Add Ticket from the toolbar and use the users email address in the user field. They will receive notifications from the help desk as you work on their request. This is a great way to help your users adopt the help desk. Users can submit tickets by visiting the User Portal at Read more in the section below. You can also set up Active Directory Authentication. Users can submit tickets by emailing the email address youve set up. Read more below in the configuring email section. If your company has CC rules that certain departments have to be CCd on certain issues or if you just want to prevent certain CCd addresses from being included on tickets, you can enter those addresses in the CC email filter setting found under Settings → Email Settings → Additional Settings. Enter the email addresses in the field for CC Email Filter. The CCd user will receive the initial email, but will not be CCd to the ticket to receive any ticket notifications. Configuring Email To use the email capability of Spiceworks youll need incoming and outgoing email servers. Spiceworks can work with IMAP, POP3, and Exchange for incoming email. Spiceworks supports SMTP and Exchange for outgoing email. Youll need a dedicated mailbox (such as helpdesk@yourcompany.com) that your users can email. Configure your . Configure to decide which email notifications are sent. The emails contain a link to the help desk so users can check the web portal. If youd like to change the hostname (for ex. to include the FQDN) then you can change the Email URL Hostname setting in . Configure email templates that the help desk sends by visiting Settings->HelpDesk Settings and clicking on the View/Edit link under Ticket Notification Templates. More info . By default, Spiceworks checks email every 300 seconds (5 minutes). You can change this by changing the Email Check Interval setting in . Ignore emails that you dont want to treat as tickets. You can configure Ignore Emails (Subject), Ignore Emails (Subject), Ignore Emails (Subject) in . Adding Columns To The Help Desk You can customize the layout of your Help Desk by adding and removing columns. You can set up custom views using then add whichever columns you deem important to that view. Column choices include your standard ticket attributes (status, , summary, creator, etc) as well as any custom attributes you have. Choosing columns to be displayed Navigate to your Help Desk. Click in the column heading row. Add check marks next to the attributes you want displayed; remove the check marks to remove the column from the display. Custom Attributes You can customize the help desk to meet the needs of your company. If you need to track specific information as part of a ticket (the department code, for example) you can add custom attributes. You can also allow users to enter custom attributes as part of ticket submission. Learn more about User Portal The user portal is another way for your users to submit and keep track of their tickets. You can customize the user portal with pictures, links, articles and instructions for your users. Accessing the user portal: To access the user portal from within Spiceworks, you can simply click User Portal from the Help Desk drop-down menu at the top of the page. Your end-users can access the portal by putting into their browser. Enable user authentication: by using the username and password credentials in your Active Directory on the user portal. Learn more about the User Portal . Reporting Spiceworks allows you to run reports against your help desk tickets.Track time spent on tickets, ticket status, and run reports to show your boss where youve spent your time. . Working A Ticket Spiceworks makes working the help desk a snap! Help desk tickets can be submitted by you from the Spiceworks desktop. Or, by anyone in the company using email or a web browser. You can create tickets from anywhere in the Spiceworks application by clicking the new ticket icon in the toolbar at the bottom of the page.Some of the things you can do with tickets are: Assign a ticket to you or your co-worker. CC additional users onto a ticket if you need other people to be informed about whats going on. Interact with the user by posting comments in the ticket which are sent automatically to the user. Post private notes for admins only. Use this to keep notes for yourself. Add purchase list items to tickets. Then you can manage all your purchases through the . Track the time spent on a ticket. This provides invaluable documentation on where you spend your time. Specify the category (maintenance, end user support, etc) to which a ticket belongs. You can also . Use the Tickets widget on the to see your tickets at a glance. Work your tickets from anywhere by adding to emails from the Help Desk.Learn more about Editing The Default Ticket Categories You can customize the ticket categories to have the organization level you want. This allows your users to choose which specific category their ticket falls under. Navigate to Settings → Advanced & International Options Under Standard Attributes, find the row headed by "Category" that applies to Tickets. Click the text in the "Default Value" column. The default text here is ",Maintenance, End User Support". Type in the categories you want displayed as choices for your users tickets, with commas separating the category names. Putting a comma before the first item, as is done in the default choices, creates a blank space at the top of the list. Another option is to put a phrase such as "Choose One:" instead of a leading comma. This will be what appears when a user writes a ticket and will encourage the user to select the proper category. Click anywhere else on the screen to save your entry. Deleting Multiple Tickets You can delete a sequential range of tickets by noting the range of ticket numbers you want to delete, then navigate to Settings → Help Desk Settings. Scroll down to the Bulk Ticket Delete area and enter the first and last ticket numbers of the range you want to delete. This will delete all tickets in that range. Make sure you really want to do this!Click Delete to begin the process. Note that this can take a few minutes depending on the number of tickets you are deleting. Tracking Time Spent Per Admin If youre an MSP, you might need to keep track of exactly how much time is being spent on each ticket, and by whom. That way you can properly charge for the ticket, based on your SLA. You can keep track of the amount of time each admin spends on a ticket and specify an hourly rate to each admin so you can properly charge your customers per ticket. Setting hourly rate per admin Navigate to Settings → Help Desk Settings. Scroll down to find the Labor Cost section. Set the hourly rate for each of your admins, then click Save. Adding time spent to the ticketThere are two ways to add time spent to a ticket: directly through the ticket, or Tickets Anywhere commands Through the ticket: When you have the ticket selected, click on the Labor tab. Enter the amount of time. For example: 2h, 3m, etc. Once you begin typing, a User field will be displayed. Choose the User to apply the time to. Then click Update.Through commands: When responding to the ticket use either the worked or add commands (these commands will not be visible to your end-users). worked 15m Ford add 2h fordp@hgttg.com Remote/Multiple Help Desks You can use Remote Collectors to set up unique help desks at each of your remote locations that feed back to your central installation. The setup for each Help Desk needs to be done on the remote install before it is configured to be a remote collector. Youll want to set up the , help desk settings, , and any . After the setup is complete, and connect it to your central installation. Now the tickets will come in branded with the site name of your remote collector, to be used in reports, queues, rules, etc. Rolling It Out To Your Users A key step in succeeding with the help desk is encouraging your users to adopt the it. If theyre used to stopping by your desk or calling you, it will take a little time and encouragement to move them to the help desk. In the long run it will be beneficial to them. Here are some tips from the user community on helping users adopt the help desk. Send an email inviting them to use the help desk. To get you started, . Create a shortcut to the web interface on the desktop. Tell users that requests logged in the help desk get the higher priority. When users do stop by, create a ticket for them but enter their email address in the User field. This will ensure they get an email from the help desk system about their ticket. . Tips And Advanced Tricks Here are some additional tips and tricks for you to use. Learn how you can filter out from the . Use the help desk to . to your help desk user portal. Use the help desk portal on your company intranet using iframes Use keyboard shortcuts to navigate the help desk quickly. The supported shortcuts are: n: new ticket t: check for new tickets (force email check) r: reply with comment on existing ticket u: show unassigned tickets o: show open tickets c: show closed tickets p: show past due tickets a: show all tickets m: show my tickets ↑ (arrow_up): previous ticket ↓ (arrow_down): next ticket Questions? Try for answers. Its very likely someone has already asked your question before. Post a question in the . Email support@spiceworks.com

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  • 04/02/13--16:32: Help Desk Notifications
  • How Do The Help Desk Email Notifications Work? Users and/or admins may be alerted via email when tickets are submitted or comments are added to tickets. Users will be notified anytime a non-private comment (a Response, rather than a private Note) is made to the ticket. Admins must set up their account to receive email notifications. Receiving email notifications: Navigate to Settings → User Accounts Find the Email Notifications column in the user table and check Help Desk next to the users you want to receive Help Desk notifications. Or select All to receive the Help Desk notifications, alerts and weekly updates.Emails are sent only if both outgoing and incoming email settings are configured (see note below). If outgoing settings are not configured, no emails will be delivered. For more information on setting up Spiceworks to send email, .Once email settings are configured properly, emails will be sent depending on the settings specified in the Help Desk Settings. You can access the Help Desk Settings through Settings → Help Desk Settings.You can also determine who gets notified for which events in Help Desk Settings. Notifications are sent for the following reasons: Ticket is opened Ticket is assigned/accepted Comment is posted to ticket Ticket is closed Ticket is closed as duplicate Ticket is re-opened Here is a chart showing exactly who is notified for what events: How Do I Keep Spiceworks From Sending Me Emails? Emails from the Spiceworks Community are completely separate from notifications from Spiceworks, the application. If you want to stop receiving emails from the Community, youll need to access the in your profile and unsubscribe there. To stop receiving alert and help desk notifications from the app: From the app, navigate to Settings. Select User Accounts. Mouse over the email notifications column for your user entry and make sure none of the boxes are selected.If youre not the head honcho of your Spiceworks installation, you might want to check with whoever is before stopping your notifications. NOTE: Incoming email settings are not strictly required. If only outgoing email settings are configured, then Force send confirmation emails in the email pro settings will need to be set to on. In this case the confirmation email is sent to the user, but the users reply by email is not delivered to the Spiceworks application. The Admin should update the template for the confirmations emails to tell the users that they should not reply to the ticket by email.

    0 0

    I just had a brainwave - does this seem like a good thing for Spiceworks to include in a future release??

    Or does anyone know of any plugins that do this (I couldn't find any).

    http://community.spiceworks.com/feature_request/show/Help%20Desk/4105

    If you like the idea - spice it up!


    0 0

    I finally got my outgoing help desk email working, but now I have a problem with its content. An example sent to a test user follows:

    ============

    A new comment has been added. Please reply to this email (keeping the subject intact) with any additional information or comments.

    Help Desk: http://https://exchange/exchange/account/public_login/63?email=dilbert%40butlercapital.com
    Ticket: # 63
    Submitted: Mar 29, 2009 @ 11:29 pm
    Summary: exchange timing out on citrix
    Status: open
    Priority: Med

    ============

    The problem is the bolded text. First, it's not a valid url at all, and beyond that, it's supposed to point to my help desk. Where can I explicitly change the contents of this URL that is added to all help desk emails?


    0 0
  • 08/07/08--12:31: Helpdesk with Exchange
  • I'm trying to get Helpdesk email up and running, but failing. I've pointed incoming and outgoing email addresses at the server, but receive:

    Error on outgoing settings: Unexpected response from the Exchange server received. Are you sure you entered the correct address? Error on incoming settings: Unexpected response from the Exchange server received. Are you sure you entered the correct address?

    I've tried this both with and without using @domain.com (well, my domain, clearly) in the user names. I've tried logging in to the server manually using the address I cut and paste out of the Spiceworks entry area without a problem.

    Nothing works. Is there logging somewhere that I can use to diagnose this issue?

    I've even tried backing out and using a deprecated unix smtp/imap server. The imap reception works fine, but no matter what I do,...


    0 0
  • 03/30/12--06:05: Configuring Email
  • REDIRECT Configuring_Email

    0 0

    Dear Experts

    We are emailed a log from a particular application every night. This call automatically gets logged to SW. Is there a rule etc that we can create so that this call is automatically deleted from the Helpdesk system and no one is notified? We had an instance where by we had a corrupt email sent over to the Helpdesk system, and the Helpdesk could not reply back to the sender, so the email kept on getting bigger and bigger until SW server ran otu of disk space.

    I shall be very keen to hear from you.

    Regards

    Rajeev


    0 0

    I just had a phone call from my IT Director asking if Spiceworks could do something - and It can't!! (Unbelievable, I know!)

    He wants to send a few separate tickets, in their entirety to another company for them to look at the tickets.

    I first suggested printing the ticket to a PDF - but that doesn't include the attachments - and he wants to send them too. I then suggested using the web portal and giving the outside company a login to Spiceworks, but didn't seem keen on that either.

    He want's a way of sending the whole ticket, including all attachments, to an email address of his choosing... can anyone think of a way, or is this going to have to become a feature request??

    ___________________________________________________________________________

    A feature request has now been added - go spice it up!
    http://...


    0 0
  • 11/23/12--08:54: configurin helpdesk feature
  • How to configure help desk as per my organization requirement


    0 0
  • 10/01/13--08:54: Working The IT Help Desk
  • The Spiceworks desktop makes working the IT Help Desk easy. You can monitor status, create reports, change ticket details, and track activity associated with every ticket in the system. Table Of Contents Using The Spiceworks Ticket Summary Table The ticket summary table is a quick and easy way to see listings of specific tickets in the Help Desk. You can see all tickets, or something as specific as tickets that require a purchase. It also has sorting capabilities and the ability to highlight a ticket to see more details. Click on the Help Desk tab. Use the drop-down menu in the top left to select a ticket queue. Click on the column headings to sort the data in the table. Click on a row in the table to see ticket details in the Ticket Detail window in the bottom half of the page. You can add new queues to the list by creating . Run...

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  • 12/05/13--16:04: Help Desk Notifications
  • How Do The Help Desk Email Notifications Work? Users and/or admins may be alerted via email when tickets are submitted or comments are added to tickets. Users will be notified anytime a non-private comment (a Response, rather than a private Note) is made to the ticket. Admins must set up their account to receive email notifications. Receiving email notifications: Navigate to Settings → User Accounts Find the Email Notifications column in the user table and check Help Desk next to the users you want to receive Help Desk notifications. Or select All to receive the Help Desk notifications, alerts and weekly updates.Emails are sent only if both outgoing and incoming email settings are configured (see note below). If outgoing settings are not configured, no emails will be delivered. For more information on setting up Spiceworks to...

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  • 05/08/14--10:01: IT Help Desk Overview
  • Table Of Contents Frequently Asked Questions Can I merge duplicate tickets? Just open the duplicate ticket, click the down arrow next to the Close button and select Close as Duplicate (the ticket must be assigned first for this to be available). Now select the original ticket from the list, or search for it if it isnt listed. Can I assign tickets to specific queues? allows you to create queues for tickets that will automatically populate with the tickets that meet your requirements. Can I add a help desk only role? I dont want my help desk techs in the inventory section. You can choose Help Desk admin as an option when adding a new admin. Or add them as a Help Desk Tech to only let them see tickets that have been assigned to them Can users submit screenshots in their ticket? Sure, your users can press a hot-key and have a screenshot...

    0 0

    I just had a brainwave - does this seem like a good thing for Spiceworks to include in a future release??

    Or does anyone know of any plugins that do this (I couldn't find any).

    http://community.spiceworks.com/feature_request/show/Help%20Desk/4105

    If you like the idea - spice it up!