Plugin Help Desk Queue
We are using the Help Desk Queue to customize views for the Help Desk and have an issue. We have two admins for our Spiceworks site, myself and John. John set up the Help Desk Queue and has the ability to add/edit/delete views. I can view them, but do not have the ability to edit nor add new views. Is there somewhere else I need to be given permissions to modify plug-ins?
This topic first appeared in the Spiceworks Community
I had this problem also. After contacting Cisco, they informed me that the Help Desk Administrator role doesn't have the authority to make chages to accounts that have higher privileges such as System Administrators and Help Desk administrators.
Basically, the Help Desk role can only make changes to users.
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Help Desk Ticket - Waiting on User
Having one of those days :-)
Can't seem to find anything on if having Waiting on User in affect on a ticket stops its tracking time. I hope it does, because a single long term ticket can completely screw up your ticket response times.
This topic first appeared in the Spiceworks CommunityEvening all,
Sorry pretty new to spice works.
I am running a help desk queue and now want to use the function close waiting on user but this function does not seem to close the ticket and it still sits in my queue showing as open? Is this normal functionality
This topic first appeared in the Spiceworks Community -
Problems with Adobe CS5 Photoshop since Help Desk install
i downloaded the CS5 Photoshop upgrade and attempted to install. It would not install so i contacted the help desk about 2 weeks ago. The help desk rep signed into my mac and after about an hour or so was able to complete the install of Photoshop.
However, now when i try to add plug ins, i get an error message with the plugin installed (tried 3 different ones) saying that I do not have Photoshop installed.
Went to online chat and they told me to call 800 number,
Called 800 number and cued myself for a call back. Ryan called me back took all my information and then the line was disconnected. He took my callback number but never did call back.
Called 800 number a second time, qued myself for a call back. Adobe called me back, i waited 10 minutes with music, the music stopped and someone was on the line, but they disconnected the call.
Now on 3rd call back with a 40 minute wait. and i am waiting until someone answers
KenThere support sucks. I have trying to install mime. Was in two different chats and still nothing. Not a happy camper.
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Help installing help desk plug in
I'm trying to install the plug in to modify the default help desk ticket views: https://community.spiceworks.com/appcenter/app/plugin_1454I'm running version 7.4.00070 of Spiceworks. The plug in says it works with versions 7.1+I've installed, cloned, edited and saved the plugin per the instructions. I didn't see the expectedchanges to the list view or menu. I cleared out my cache and tried again, no changes. I then restarted the Spiceworks service and still no changes. I uninstalled and reinstalled, cloned, edited and saved again, still no luck. I tried it on IE11 and Chrome, same thing. I'm tagging the creator of this plug in in hopes of getting some help. Thanks in advance!
This topic first appeared in the Spiceworks CommunityAdobe - Photoshop : For Macintosh
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Help Desk Tickets not updating when Refreshing (7.4.00070)
I usually create tickets right from the Help Desk (Open Tickets) screen, and lately I've been noticing that sometimes when I create a ticket, (and assign it to myself) it won't show up in the queue until I navigate off of the page and then back. (Like clicking Dashboard, and then back to Tickets). Clicking the [Refresh Tickets] button doesn't seem to work. I'm not sure if it's a bug, or a performance issue (but my VM running Spiceworks seems to be happily chugging along.)
Client: Win 7 x64 Pro, connecting via Comodo Dragon (V43.3something)
Server: Server 2012R2 (Virtual Machine- 6 cores, 8GB of RAM) running Spiceworks as a service
Network: Under 250 devices, Gigabit connections to/from server, less than 500 tickets.
This topic first appeared in the Spiceworks CommunityI have just tried to install that update but again it tells me "The installer encountered an error that caused the installation to fail. Contact software manufacturer for assistance"
Is there some way of finding what is wrong?
I really have been trying to update for months now.
Thanks -
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.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 helpYou can not merge accounts.
Apps are tied to the Apple ID used to download them, you can not transfer them. -
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
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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 -
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 KumarAnything in the event log?
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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 -
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 -
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
sbHello,
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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Microsoft Certified Trainer -
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. -
Create a custom MMC snap-in for Help Desk to edit Passwords.
Hi all,
My scenario is similar to the scenario found here: http://social.technet.microsoft.com/Forums/windowsserver/en-US/3f0dbf8e-636b-45fe-93db-f788d5b976fd/allow-help-desk-to-only-reset-user-passwords?forum=winserverManagement.
"I'd like to come up with a way for [Managers] to be able to change someone's password and/or unlock
the user account if applicable. I'm hesitant to add them to the Account Operators built-in group since this would give them the rights to add/remove from groups, create or delete accounts and so much more that doesn't apply to their responsibilities.
A web interface for them to use or something other simple and small would be preferred. I know there
are pricey 3rd-party apps that can compartmentalize system rights for user accounts, but first I'd like to explore simpler options."
My Question: Most of my scenario has been answered in the above link, however, I am not sure how to create a custom MMC snap-in that will allow Managers to edit user passwords from their workstation. Also, if I create a
MMC snap-in is there a way to deploy it with group policy to the managers or would I have to log in to each of the managers workstations and set it up manually?
All answers are greatly appreciated! Thanks for your help.Hi,
Please refer to the following article and check if can help you.
Reset Password Custom Console
à
if I create a MMC snap-in is there a way to deploy it with group policy to the managers
I don’t think that you can achieve the target directly by using group policy. Just another thought, you may create a script to deploy the MMC snap-in. Then add the script
as Logon script in Group policy and
assign user logon scripts to those specific users. Just a thought, thanks for your understanding.
If anything I misunderstand, please don’t hesitate to let me know.
Hope this helps.
Best regards,
Justin Gu
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