May be he is looking for something like https://aws.amazon.com/answers/infrastructure-management/ec2-scheduler/

Billing Admin can only manage bills, password admin can only reset regular users accounts.

https://support.office.com/en-us/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d

Ive been using 1password for almost 5 years and recently moved to their cloud based subscription from standalone which is $2.99 per month billed anually and covers all apps pc/mac/mobile for 1 user. They also have a plan for family at $4.99 for 5 users and $1 for additional user

@scottalanmiller said in Helpdesk SLAs:

@ambarishrh said in Helpdesk SLAs:

we are a very small team now, 250+ users 3 techs. Screen connect plays a bigger role here!

Idea is to set an SLA and review this on regular basis, find out the gap and either increase headcount or if no budget for additional headcount, then increase the SLA.

With the current tech headcount, the SLA that we are thinking are:

*Resolution includes temporary fix or work-around solution.

New hardware requests usually take 4-6 weeks to deliver from HP (we can keep stock of 5 but the user requests are quite a lot this year and next year as well, but no finance approval to keep more than 5 as of now), so agreed with HR on this timeline.

An SLA means that there is a punishment to you if you do not meet the requirements. What happens to the IT team if they cannot resolve these issues in the SLA time? How do you determine what is within the scope of what IT can have fixed and not?

The purpose for this is also to evaluate the existing issues, see if our small team can cater the requirements and based on the results we either get more people or increase the sla. As of now this will be visible only to IT team and based on our analysis we will release to users on a later stage with SLA that we can achieve

@aaronstuder said in Snipe-IT Active Directory Setup:

@dustinb3403 the documentation is good, but it doesn't seem to be connecting....

What are the settings that you have?

On ldap page, select first 3 options; ldap enabled ad and pass sync

Ad domain your ad fqdn

Ldap would be ldap://servername.fqdn

Ldap bind username domain\uername

Bind password the ad user password

Base bind dn is the ou=xx,dc=xx,dc=xx format

Ldap filter: &(cn=*)
Username field : samaccountname
Lastname: sn
Ldap firstname: givenname
Ldap auth query: samaccountname
Ldap email: mail

Try this!

@aaronstuder said in Best practices for helpdesk portal options for end user:

@ambarishrh I would break off the SLA into a new topic.

How do i do that (retaining the related comments) as a new topic?

@ambarishrh said in How to upgrade Snipe-IT on CentOS 7 that did not use git:

Invalid default value for 'locale'

I just updated .env and added APP_LOCALE=en executed again and it worked!

@JaredBusch
I just tried to upgrade my snipeit version and got an error

php artisan migrate
**************************************
*     Application In Production!     *
**************************************

 Do you really wish to run this command? (yes/no) [no]:
 > y



  [Illuminate\Database\QueryException]
  SQLSTATE[42000]: Syntax error or access violation: 1067 Invalid default value for 'locale' (SQL: ALTER TABLE users CHANGE locale locale VARCHAR(10) DEFAULT 'en_US.UTF-8' COLLATE utf8_unicode_ci)



  [Doctrine\DBAL\Driver\PDOException]
  SQLSTATE[42000]: Syntax error or access violation: 1067 Invalid default value for 'locale'



  [PDOException]
  SQLSTATE[42000]: Syntax error or access violation: 1067 Invalid default value for 'locale'

Anyone came across such issue?

Would be great if I can get some feedback on the SLA draft.

we are a very small team now, 250+ users 3 techs. Screen connect plays a bigger role here!

Idea is to set an SLA and review this on regular basis, find out the gap and either increase headcount or if no budget for additional headcount, then increase the SLA.

With the current tech headcount, the SLA that we are thinking are:

*Resolution includes temporary fix or work-around solution.

New hardware requests usually take 4-6 weeks to deliver from HP (we can keep stock of 5 but the user requests are quite a lot this year and next year as well, but no finance approval to keep more than 5 as of now), so agreed with HR on this timeline.

@mike-davis said in Best practices for helpdesk portal options for end user:

I let them email. Then the ticket system looks for keywords and assigns the category by that, which in turn auto assigns a tech.

That's what we have now, but eventually we want users to use the portal always to get better classification on the first level and SLA applies based on subcategories selected by help desk analyst

@larsen161 said in Best practices for helpdesk portal options for end user:

Unless you need to route different issues to different teams, don't have the user select anything. Make it as easy for them as possible to submit an issue. You can use these categories on the back end if you want to so you can have some reporting info.

We will have a service desk analyst who will then classify to even more categories so that corresponding skill set tech will be assigned to and SLA's set based on each category. User will just select single categories to make it bit easier for analyst rather than reading through the entire request message

@dbeato Solarwinds!

I am trying to make a super simple help desk portal options instead of confusing end users on what options to choose to raise a ticket. I would like to hear what are the options that you usually set on your user portal? Email to ticket is available now, but we would want to train users and promote the portal and eventually close email to ticket or keep it for minimal use. Our IT team is lean and we would like to get issues categorized by users, also promote the FAQ which can happen when they start using the portal.

What I am thinking is to give the following options to the end user portal.

Issue:
PC issues
Connectivity issues
Network drive
Files/folders missing
Email issues

Request:
New hardware
New software
New shared folder etc.

Long story! for now, the only option I have is to set up something on-premise. Eventually, i will be able to move it. Can spiceworks be used only has helpdesk and disable inventory part? Haven't used Spiceworks in a long time

@dafyre said in What is everyone using for basic ticket management these days?:

@mattspeller said in What is everyone using for basic ticket management these days?:

Still using spiceworks here, its ok

ducks and runs for cover

It's really not that bad. The guys at my last job are still using it too.

*hides behind @MattSpeller *

I am tempted to use Spiceworks on-premise helpdesk tool, but still keep snipeit for inventory!

Ah, not what we have with SolarWinds- user sends email to helpdesk and if some techs or even if the user replies back the system now creates another ticket. The guys who are working on setting up SW told us that they can capture the subject with FW: or RE: and if the subject matches that it will not create a new ticket but that doesn't seem to be working. The workaround given to us is to stick to the portal for all communications and force end users to use the portal! Educating users to use the portal is a bit longer process, but we can't stop serving users via helpdesk till that time.

Another issue that we have now with SW is "mark as resolved" doesn't work. Ideally, techs should be able to mark the ticket as resolved, the user gets an email with a yes or no option, if clicked on yes the ticket will be closed and if clicked on no, it will reopen. SW guys say there is a bug in the system and for now, they will configure only close ticket option. This way we lose track of the ticket if the user wants to reopen.

For NTG, does the Manager/tech creates a ticket? I can imagine for some users when there is a problem, they might call and that time the tech could create a ticket but usually its the customer who will be creating the ticket right?

@fuznutz04 said in What is everyone using for basic ticket management these days?:

@ambarishrh said in What is everyone using for basic ticket management these days?:

@coliver said in What is everyone using for basic ticket management these days?:

@ambarishrh said in What is everyone using for basic ticket management these days?:

@scottalanmiller said in What is everyone using for basic ticket management these days?:

@tim_g said in What is everyone using for basic ticket management these days?:

@scottalanmiller said in What is everyone using for basic ticket management these days?:

osTicket is good, that is what we are moving from.

Why are you moving away from osTicket?

monitoring integration, real time chat, constant updates

If you don't need features like monitoring , chat etc do you think OS ticket is a good option for self hosted? I've tried but not used osticket on day today basis.

We currently have solarwinds still haven't paid but the overall experience is bad (just the web help desk) i guess it's due to the wrong approach and config and not because the product itself is bad. Major issue is email to ticket, whenever user replies to the ticket by mail the system creates another ticket again!

We can't go to a solution that's hosted outside our servers, so sodium suite is not an option as of now but I would like to setup osticket and explore

That's the beauty of Open source. Setup a server and play with it see if you can get it to match the experience of your Solarwinds instance.

I am about to test that, but wanted to know if there were any real world challenges when @scottalanmiller used OSTicket

We use OS ticket. So far, it has been great. Very easy to use, and works for what we need (a basic ticketing system) So far, the only limitation that I have found is that there is no easy way (or at least not that I have found) to merge duplicate tickets together.

How does duplicate tickets occur here?

@coliver said in What is everyone using for basic ticket management these days?:

@ambarishrh said in What is everyone using for basic ticket management these days?:

@scottalanmiller said in What is everyone using for basic ticket management these days?:

@tim_g said in What is everyone using for basic ticket management these days?:

@scottalanmiller said in What is everyone using for basic ticket management these days?:

osTicket is good, that is what we are moving from.

Why are you moving away from osTicket?

monitoring integration, real time chat, constant updates

If you don't need features like monitoring , chat etc do you think OS ticket is a good option for self hosted? I've tried but not used osticket on day today basis.

We currently have solarwinds still haven't paid but the overall experience is bad (just the web help desk) i guess it's due to the wrong approach and config and not because the product itself is bad. Major issue is email to ticket, whenever user replies to the ticket by mail the system creates another ticket again!

We can't go to a solution that's hosted outside our servers, so sodium suite is not an option as of now but I would like to setup osticket and explore

That's the beauty of Open source. Setup a server and play with it see if you can get it to match the experience of your Solarwinds instance.

I am about to test that, but wanted to know if there were any real world challenges when @scottalanmiller used OSTicket

@scottalanmiller said in What is everyone using for basic ticket management these days?:

@tim_g said in What is everyone using for basic ticket management these days?:

@scottalanmiller said in What is everyone using for basic ticket management these days?:

osTicket is good, that is what we are moving from.

Why are you moving away from osTicket?

monitoring integration, real time chat, constant updates

If you don't need features like monitoring , chat etc do you think OS ticket is a good option for self hosted? I've tried but not used osticket on day today basis.

We currently have solarwinds still haven't paid but the overall experience is bad (just the web help desk) i guess it's due to the wrong approach and config and not because the product itself is bad. Major issue is email to ticket, whenever user replies to the ticket by mail the system creates another ticket again!

We can't go to a solution that's hosted outside our servers, so sodium suite is not an option as of now but I would like to setup osticket and explore