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My first executive decision came in. I have decided to dump FreshDesk and adopt Spiceworks. FreshDesk is absolute garbage.
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Jan 12, 2016 22:51
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larchesdanrew posted:My first executive decision came in. Spiceworks is absolute garbage. Worst first decision ever.
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Jan 12, 2016 22:53
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Moey posted:Spiceworks is absolute garbage. Worst first decision ever. That's just, like, your opinion, man
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Jan 12, 2016 22:54
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larchesdanrew posted:That's just, like, your opinion, man But my opinion matters, damnit. Did you ever order yourself a nice chair?
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Jan 12, 2016 22:56
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I've never used it before, but I thought the CW here was that Spiceworks was good. Did it change for the worse, or has the pendulum just swung in something else's favor?
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Jan 12, 2016 22:56
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stubblyhead posted:I've never used it before, but I thought the CW here was that Spiceworks was good. Did it change for the worse, or has the pendulum just swung in something else's favor? I found it super obnioux how they data mine all the inventory stuff, everything is tied to social media and the ads (in the free version). There are other free solutions out there for ticketing.
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Jan 12, 2016 22:58
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Moey posted:Did you ever order yourself a nice chair? Nah, one of these poo poo chairs is actually pretty comfy and has rad lumbar support. Also, turns out the conference room has an excess of high back leather executive chairs ripe for the plundering. stubblyhead posted:I've never used it before, but I thought the CW here was that Spiceworks was good. Did it change for the worse, or has the pendulum just swung in something else's favor? It seems everyone has different opinions on what is best and what is worst. Spiceworks falls in the "great for something free" category, but the tickets we get are so few and basic that it'll serve perfectly. Plus, it's what I'm used to using and offers some neat network monitoring tools.
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Jan 12, 2016 22:59
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Ah, that's right, you set that up at your old place. There's probably better options if you pay, but I guess it's not terrible for the price.
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Jan 12, 2016 23:05
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I cannot stress enough how much better Zendesk is over Spiceworks. I pay for a single $10 yearly instance for myself just to keep track of incidents and problems. If you have a tiny department it's worth the small amount of money.
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Jan 12, 2016 23:06
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pixaal posted:If you have lurked in the thread long enough you'll realize that no matter how high up the chain you go you still get tickets. Even really stupid tickets that should have been completed by the people under you. Or you still see a ticket in the system because you are overseeing it. You will still have a reason to post here. CTO Megathread: A ticket came in e: Zendesk is Really Good.
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Jan 12, 2016 23:30
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Jeoh posted:CTO Megathread: A Major Incident Report came in
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Jan 12, 2016 23:59
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Thirding the Zendesk love. I only wish my current company used it. One of our developers mentioned OSTicket http://osticket.com/ which I've never heard of but may be worth a look.
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Jan 13, 2016 00:08
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larchesdanrew posted:That's just, like, your opinion, man
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Jan 13, 2016 00:10
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+1 Zendesk. Anyone use desk.com?
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Jan 13, 2016 00:20
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+1 Zendesk and gently caress 'CA Helpdesk'
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Jan 13, 2016 00:26
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Zendesk or Jira Service Desk
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Jan 13, 2016 00:38
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Jeoh posted:CTO Megathread: A ticket came in Greatbacon posted:CTO Megathread: A Major Incident Report came in CTO Megathread: Chair Outage Affecting Production, Do the Needful
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Jan 13, 2016 00:43
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I don't get the love for zendesk unless you're using that free tier? its stupidly expensive and they're pretty controlling with your data. Did they ever fix the issue where you CANNOT edit a tickets individual entries? Or delete tickets? Only whole tickets can be hidden, one rando customer posting their CC details, hope they never get hacked again. We use kayako at my current job and I'm not a fan. Spent a bunch of time recently tweaking the templates for the customer facing site to not be a pile of poo poo. Every single page has - powered by kayako in the title. Half the pages use a generic title, so if you're in some random category looking at a list of articles, the page title is just "knowledgebase" hope you didn't want semi-accurate search results. Additionally, if you gently caress up a syntax error with their garbage template syntax, it doesn't tell you when you save, just went you go look at the terrible error message being returned to customers. 
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Jan 13, 2016 01:18
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You guys are all living the dream. Our ticketing system was built, by me, in Sharepoint Online.
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Jan 13, 2016 01:30
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Our ticketing system is my email inbox.
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Jan 13, 2016 01:32
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deimos posted:Zendesk or Jira Service Desk
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Jan 13, 2016 01:42
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It'd look kind of bad for larch to immediately reverse his first executive decision, wouldn't it? E: Unless I'm reading his post wrong and he's only decided to change, but hasn't done so or told anyone yet.
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Jan 13, 2016 01:44
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AlphaKretin posted:It'd look kind of bad for larch to immediately reverse his first executive decision, wouldn't it? It's none of their concern.
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Jan 13, 2016 01:49
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At least it's not Serena.
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Jan 13, 2016 02:34
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Working on a client issue dealing with folder and file permissions with stuff shared off an Ubuntu Linux VM. Now I didn't set this up but whoever did set up Webmin to admin it which is helpful at times so I don't have to go futzing around in the CLI. Now in the Samba share settings there are options for setting default permissions on folder and file creation. These are set to 775 by default which is fine since it gives everybody in the groups the access they need...except they are totally ignored by the server. Having dealt with similar issues in the past the first thing I checked was the umask which is set to 022 by default on the server. Well there's the problem right there! I set it to 007 to match the needs of the client and everything started working fine. Which makes me wonder why Webmin even bothers with letting you set the default permissions when they have little to no bearing on the actual function of the system.
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Jan 13, 2016 03:57
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pr0digal posted:Working on a client issue dealing with folder and file permissions with stuff shared off an Ubuntu Linux VM. Now I didn't set this up but whoever did set up Webmin to admin it which is helpful at times so I don't have to go futzing around in the CLI. Solved your own problem. Don't use webmin. Ever.
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Jan 13, 2016 04:54
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jaegerx posted:Solved your own problem. Don't use webmin. Ever. This is good advice. Thankfully this is probably the only client that I'll ever have to deal with webmin for....
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Jan 13, 2016 05:43
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pr0digal posted:This is good advice. Thankfully this is probably the only client that I'll ever have to deal with webmin for.... Funny enough. Rackspace bare metal servers still come with webmin. I fought for years to remove it. Never happened. It's still up and running on their default managed install. I don't believe the cloud servers have it though.
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Jan 13, 2016 05:55
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A ticket didn't come in until 9am:
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Jan 13, 2016 16:14
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Lord Dudeguy posted:A ticket didn't come in until 9am: 
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Jan 13, 2016 16:18
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Lord Dudeguy posted:A ticket didn't come in until 9am: I love this so much. If that happened at my company, we'd be calling the billing guy and telling him to get his rear end out of bed and onto his laptop to fix it. Kind reminder that steadfast's website advertises four 9s.
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Jan 13, 2016 16:45
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pr0digal posted:Thirding the Zendesk love. I only wish my current company used it. One of our developers mentioned OSTicket http://osticket.com/ which I've never heard of but may be worth a look. I brought up OSTicket when my last company was looking for a new helpdesk. I spun it up at home and it was pretty nice. Made the GF put in tickets for poo poo like doing the dishes, tracked everything, it looked pretty... Came time to test it at work: everything was broke and it was hosed. We didn't test it beyond that. Zendesk.
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Jan 13, 2016 16:46
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We did an anon survey where I worked one year and under the "What bureaucratic process could be done away with to increase productivity and workflow" like 3 different departments (All the big ones at that) listed the CIO by name.
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Jan 13, 2016 16:47
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Told a guy to open SQL Server Management Studio using Run As Administrator, and I think he got really upset at that suggestion because he described in excruciating detail the process he used to log on. And he's not using run as administrator, so he's still getting the error v v
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Jan 13, 2016 16:49
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Lord Dudeguy posted:A ticket didn't come in until 9am: US business hours no less. I had to do work this morning!
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Jan 13, 2016 16:52
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Ghostlight posted:You guys are all living the dream. I'm pretty sure ours was the first search result for ticket system in SourceForge years ago when it was installed.
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Jan 13, 2016 16:52
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Renegret posted:I love this so much. By four 9s they mean 9am for four consecutive days
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Jan 13, 2016 16:54
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GnarlyCharlie4u posted:I spun it up at home and it was pretty nice. Made the GF put in tickets for poo poo like doing the dishes, tracked everything, it looked pretty... Was there an SLA for different chores? Did this extend to shows of affection? To whom could she escalate if a ticket went unresolved?
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Jan 13, 2016 16:57
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Renegret posted:I love this so much. An easy mistake, but that actually means 99.9% uptime & help desk hours start @ 9AM
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Jan 13, 2016 16:57
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The Macaroni posted:
 "This is affecting affection!"
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Jan 13, 2016 17:39
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