Help desk application

hi
do you guys know any help desk application product written in
coldfusion
we are thinking of buying or having someone to build for us.
thanks

Not sure if you've looked already, but a quick
Google
Search gives a few useful links such as
this
and
this
Good luck.

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Database design for Help Desk application.

Hello does any one know
Database design for Help Desk application.
ERD
Business rules and features
?

The best way to approach a database design is to write a
specification for the application. Document what processes the help
desk technicians will do. In the process, identify what pieces of
information they work with. When you have the complete
specification written, you can then begin grouping the pieces of
information they work with together. For example, a ticket may have
a number, status, priority and a person to whom it is assigned. The
person to whom the ticket is assigned will have a name, phone
number, e-mail address and a list of technical skills.
So in this overly-simplified example, we could have a table
that contains ticket information, a table that has information
about technicians and a table of skills. Then ask your self
questions like "Can one ticket be handled by more than one
technician?" "Can one technician handle more than one ticket?" Can
a technician have more than one skill?" In this way, you can begin
seeing the one-to-one, one-to-many and many-to-many relationships
that exist.

Help desk application written in coldfusion

Hello
I was assigned to re-create a help desk application using
coldfusion.
I am so far clueless from the business requirements
Know the IT dept is expanding to more than one geographic
location.
Is there a sample application written in coldfusion. Maybe I
can get an idea on functionalities and have some basis. BOOKS on
business / logical flow? Sample software written in CF?
Thanks

with some modification to the following wonderful project by
Raymond Camden,
http://lighthousepro.riaforge.org/
,you can have an idea on how to start. I am designing one right now
and it will take me a while before i finish since I could not use
the one by Ray (it requires CF7 and I have only 6.1). I will
appreciate it if you find one on the web and share it with me.
Mamdoh

After Firefox 12, some fields in forms in our help desk application do not display correctly. They appear as horizontal scroll fields instead.

We use a Help Desk system at work (BMC Remedy IT Service Management). In version 12 of Firefox, all fields are displayed correctly in the form. However, if I upgrade to any version greater than 12, some of the fields display as horizontal scroll fields (without showing the data in them). As such, I am forced to stay on version 12 for work.

Found this is actually a problem with the BMC Remedy system in use (version 7.1). Here are details if anyone is interested: https://communities.bmc.com/communities/message/256456

Allow help desk to manage open files on file server

I am looking to delegate the ability to manage open files to our help desk users. They are getting an increasing number of calls from users asking about files and who has them open, or to force close them..etc.
The help desk users are not admins on our file server, therefore do not have access to RDP to the file server. I was hoping they could do it from computer management RSAT tools on their local machine. I just don't know how to allow them to do
it.
Thanks
sb

Hello,
Since they are not able to RDP the FS then they should need to access files using shared folders.
For that, you will need to share the root folder where your files are. Please give Full Control permission on it. Here, to manage their permissions, you can grant them what you want using NTFS permissions.
Note that NTFS and Share permissions are combined and the user will be have the minimum of privileges when he access the folder as a share. For that, I recommended using FC permission on the shared folder to avoid additional management tasks.
This
posting is provided "AS IS" with no warranties or guarantees , and confers no rights.
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Recommendations for Help Desk (issue tracking) program for Mac OS

Hello all
Any recommendations for a help desk software to be mainly used for issue tracking/ticket management applications for Mac OS?
I prefer for the app to run local on the Mac so no web or server software.
Thank you

I also use CS5 (Design Suite) on a Mac. When I upgraded to Lion, Illustrator did not crash for me, but it (and Photoshop) was acting squirrelly and some of the features did not work at all. After six weeks, I reformatted my hard drive and reinstalled Snow Leopard. Now everything works perfectly.
The other thing I did was to partition my hard drive so that I can reinstall Lion on the new partition. That way, I can run either operating system and run application programs on the OS that is most appropriate for it. I have no problems moving files between the partitions.
Not the most attractive solution, but I am very satisfied. Just my two cents...!
Good luck!

SAP Cloud - Help Desk Security Roles

Hi SAP user community,
Can you please recomend which security profile we should use for our Help Desk support?
Help Desk support would only require access to Application and User Managment --> Busienss Users. Their task would need to be limited to Password Resests and User Locks.
Thank you,
Zhenya

Hi Zhenya,
I wouldn't use the pre-delivered roles for your use case.
You can create your own roles via "Application And User Management -> Business Roles" and assign them to your users.
It would probably be sufficient to create a business role that grants access only for the view "Application And User Management -> Business Users".
Best Regards,
Andreas

How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?

Hi
If a organization have 200 to 300 daily complains of there IT equipment/Software/Network e.t.c.
How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?
Is there any standard DataSources/InfoObjects/DSOs/InfoCubes etc. available in SAP BI Content?

Imran,
The point I think was to ensure that you knew exactly what was required. A customer service desk can have many interpretations from a BI perspective.
You could have :
1. Operational reports - calls attended per shift , Average number of calls per person , Seasonality in the calls coming in etc
2. Analytic views - Utilization of resources , Average call time and trending , customer satisfaction , average wait time
3. Strategic - Call volumes corresponding to campaigns etc , Employee churn and related call times
Based on these you would then have to construct your models which would be populated by data from the MySQL instance for you to report.
Else if you have BWA you could have data discovery instead or if you have HANA - you could do even more and if you have a HANA sidecar - you technically dont need BW. The possibilities are virtually endless - it depends on how you want to drive it and how the end user ( client ) sees value in the same.

How to log in with my old Apple account? I forgot my pass and I did change my apple ID before canceling first?? I am from Croatia so did folow al the discussion and the to resolve the problem but no luck. Can not call from Croatia the Apple help desk

How to log in with my old Apple account? I forgot my pass and I did change my apple ID before canceling first?? I am from Croatia so did folow al the discussion and the to resolve the problem but no luck. Can not call from Croatia the Apple help desk.i did try all the options but I can not find the phone number to call from Croatia,
I can not change my Apple ID to the old mail (not possible!)
The old mail don't accept the new password..
I can not delete the Icloud all the time asking my the password of the old mail!
I realy need help

You can not merge accounts.
Apps are tied to the Apple ID used to download them, you can not transfer them.

My mac mini will not let me log in. it says i can change my login info with my apple id. no good! help desk stumped! Help!

my new Mac Mini will not let me log in. I shut it down while away on vacation and now it will not accept my password. I tried to log in with my apple ID and it still would not accept it. I stumped the apple help desk. Help!

User Password Reset

Not able to find values in LOV of field "Help Desk" of Global contract

Not able to find values in LOV of field "Help Desk" of Global contract defaults.
This value should be coming from resource setup.
Resource is already created.

Issue resolved:
The resource should ahve valid Email id in HR People setup

An error has occurred. Please try again, and if the problem persists, contact your help desk or system administrator. (Error 3000)

Hi,
When i open my Password Reset portal then provide Username credentials in text box and click on next then asked the Securites Question Answers to me,i provide the correct Answers to the securites Question after this password reset portal asked
me New Password and Confirm Password then click on next for resetting the password then gives below Error only for 2 Users. and all other users are working fine.
An error has occurred. Please try again, and if the problem persists, contact your help desk or system administrator. (Error 3000:)
Regards
Anil Kumar

Anything in the event log?

My company set up a Icloud account under their help desk email but i dont have the password to fix it so i need to be able to change the Icloud apple id to my email address but it wont let me because found my Ipad is turned on and cant change?

My company set up an Icloud apple id under their help desk email by mistake and there isnt a password so how do i change the email address/apple id
to my email address that i do have the password for? I can use the Ipad for everything except the Icloud account.

If you mean that Find My Phone is asking for a password to a different Apple ID to your current Apple ID and that ID is a previous version of your current ID, not an entirely different one.
This feature has been introduced to make stolen phones useless to those that have stolen them.
However it can also arise when the user has changed their Apple ID details with Apple and not made the same changes to their iCloud account/Find My Phone on their device before upgrading to iOS 7, or if you restore from a previous back up made before you changed your details and some other circumstances.
The only solution is to change your Apple ID back to its previous state with Apple at My Apple ID using your current password, you don’t need access to this address if it’s previously been used with your Apple ID, once you have saved these details enter the password as requested on your device and then turn off "find my phone" and delete the account from your device. It may take a short while to remove the account.
You should then change your Apple ID back to its current state, save it once again and then log back in using your current Apple ID. Finally, turn "find my phone" back on once again.
This article provides more information about Activation Lock.
This is answer is provided from my own database of boilerplate responses and the content was last reviewed and tested on: 2014/05/23

After updating Firefox to version 12.0, I can no longer get my web-based help desk software to follow hyperlinks.

Our help-desk is internal, secure website. We have used Firefox for our help desk software browser since we purchased the software. But after updating to version 12, clicking on a hyperlink no longer works but only for the help desk software. Pre-version 12 works fine. External sites are fine. IE executes the help-desk software fine. There is no error, it just never executes the hyperlink. It's like they're text. Where can I start looking? We'd prefer not to go to IE, but we are using it now to get by.

Try to disable hardware acceleration in Firefox.
*Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"
*https://hacks.mozilla.org/2010/09/hardware-acceleration/
*https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

Help Desk - Project Management Add-on

Background: We currently offer a third party e-commerce solution for our clients called Four51.   Four51 is integrated into our SAPB1 platform.   We provide comprehensive print managment and marketing fulfillment programs for medium and large sized organizations. ( We have 20 associates and about 6MM in sales - size perspective )
1st Problem: In support of about 100 e-commerce sites for our end clients we receive multiple help desk request daily.   We have found the B1 core does not quite fit the need to track help desk service request etc....
2nd Problem: In addition to the help desk service ticket issue....we also have a scheduling requirement for our ebusiness group. Example: we have 4 site builds....I need to be able to track the estimated FTE hours to build 4 sites and then benchmark against project completed and actual FTE hours deployed.
Sought solution:   Is there a SAPB1 Add-on that will handle help desk service request...and project scheduling....integrated of course to my Business Partner data in B1.....and provide reporting etc....
If there is not an Add-on is there a software solution that is recommended.   Any recommendations or information would be very helpful.

The customers might benefit from using salesforce.com and using the netweaver integration which works with 2007 SP1 and 8.8.
Also you can suggest that they use SAP by-design if available in your market as it tends to be a very modular version of All-in-One with some nifty features and lots of flexiblity.

Help desk application

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