RE: A ticket came in: Did they take the printer into the shitters with them?

The Something Awful Forums > Archives > Comedy Goldmine > RE: A ticket came in: Did they take the printer into the shitters with them?

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ChubbyThePhat: Dec 22, 2006; Who nico nico needs anyone else

My MSP uses ConnectWise. The ticketing portion is alright, but the documentation is hot rear end. It also costs too many zeros.

# ? Jan 13, 2016 18:38

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# ? Jun 1, 2024 11:26

Moey: Oct 22, 2010; I LIKE TO MOVE IT

ChubbyThePhat posted:

My MSP uses ConnectWise. The ticketing portion is alright, but the documentation is hot rear end. It also costs too many zeros.

Confluence for documentation. Super cheap for small teams as well.

# ? Jan 13, 2016 18:48

Kyrosiris: May 24, 2006; You try to be happy when everyone is summoning you everywhere to "be their friend".

Renegret posted:

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.

poo poo, where I work, all of the support techs have at least read-only access to "is this invoice paid (y/n)"-level billing info and full authorization to unsuspend servers suspended for any reason aside from abuse and the related department will deal with it when they get in, because, no poo poo, client satisfaction and uptime are more important than sticking it to someone for that invoice. :psyduck:

# ? Jan 13, 2016 18:56

pixaal: Jan 8, 2004; All ice cream is now for all beings, no matter how many legs.

larchesdanrew posted:

Plus, it's what I'm used to using and offers some neat network monitoring tools.

If you mean uptime tracking, I like spiceworks for automated invintory keeping track of warranties and all of that it's great. But for uptime "spiceworks network monitor" is horrible. Test out PRTG, it's free for under 100 "sensors" Anything you are monitoring on a device is a sensor. A server with RAM usage, CPU, disk usage and network usage comes to 4 sensors. You seem small enough that you can fit into the free category without too much trouble. Don't use it for monitor desktops that is going to get really expensive, spiceworks will handle that part of it for you.

# ? Jan 13, 2016 19:01

RadicalR: Jan 20, 2008; "Businessmen are the symbol of a free society
---
the symbol of America."

I was just told that we are dumping our ancient version of BMC Magic for Service Now. Please have good news for me. :ohdear:

# ? Jan 13, 2016 19:07

stubblyhead: Sep 13, 2007; That is treason, Johnny!; Fun Shoe

RadicalR posted:

I was just told that we are dumping our ancient version of BMC Magic for Service Now. Please have good news for me.

I've never used it as an end user before, but I did have to use its web service on a project a couple years ago. It was kind of a pain in the rear end to be honest, but I'm not sure if that's the nature of the beast or that their implementation was just lovely.

# ? Jan 13, 2016 19:16

Raerlynn: Oct 28, 2007; Sorry I'm late, I'm afraid I got lost on the path of life.

RadicalR posted:

I was just told that we are dumping our ancient version of BMC Magic for Service Now. Please have good news for me.

If it's hosted on site, you'll be fine.

If it's in the cloud like my place is, enjoy never documenting network tickets.

# ? Jan 13, 2016 19:18

ConfusedUs: Feb 24, 2004; Bees?
You want fucking bees?
Here you go!
ROLL INITIATIVE!!

RadicalR posted:

I was just told that we are dumping our ancient version of BMC Magic for Service Now. Please have good news for me.

Sorry, man. Literally the worst service of its type I've ever used.

# ? Jan 13, 2016 19:31

The Macaroni: Dec 20, 2002; ...it does nothing.

RadicalR posted:

I was just told that we are dumping our ancient version of BMC Magic for Service Now. Please have good news for me.

We use ServiceNow. I liked Zendesk a lot better from the admin/back end, but SN can do some decent user-facing stuff. ZD may have done that as well but I didn't work with that aspect of things when I was using it.

We transitioned from an ancient build of Remedy that pretty much looked like it did in the late 90s, so we had nowhere to go but up.

# ? Jan 13, 2016 19:48

Gunjin: Apr 27, 2004; Om nom nom

I don't know how it stacks up against the rest of the available products on the market, but I will say Service Now is infinitely better than Maximo which is what we used to use. gently caress Maximo.

# ? Jan 13, 2016 19:50

GnarlyCharlie4u: Sep 23, 2007; I have an unhealthy obsession with motorcycles.

Proof

The Macaroni posted:

This raises so many questions:

Was there an SLA for different chores?
Did this extend to shows of affection?
To whom could she escalate if a ticket went unresolved?

No.
Just appointments for sex, and movies.
She could escalate tickets to my superior if they weren't resolved fast enough. Which sucks because then if my superior does it, I get an ear-full.
Any guess who my superior was?

# ? Jan 13, 2016 19:51

The Macaroni: Dec 20, 2002; ...it does nothing.

GnarlyCharlie4u posted:

Any guess who my superior was?

This is the start of some excellent niche porn.

# ? Jan 13, 2016 19:53

Zil: Jun 4, 2011; Satanically Summoned Citrus

Lord Dudeguy posted:

"This is affecting reproduction!"

Fixed.

# ? Jan 13, 2016 19:57

chin up everything sucks: Jan 29, 2012

That should be the new title for the IT Thread. :newlol:

chin up everything sucks fucked around with this message at 20:12 on Jan 13, 2016

# ? Jan 13, 2016 20:10

GnarlyCharlie4u: Sep 23, 2007; I have an unhealthy obsession with motorcycles.

Proof

Serious Hardware / Software Crap � RE: A ticket came in: My SLA isn't going fulfill itself :wink:

# ? Jan 13, 2016 20:14

chin up everything sucks: Jan 29, 2012

Working in IT 3.0: This is affecting reproduction! :wink:

# ? Jan 13, 2016 20:19

GnarlyCharlie4u: Sep 23, 2007; I have an unhealthy obsession with motorcycles.

Proof

FireSight posted:

Working in IT 3.0: This is affecting reproduction!

it is really good.

# ? Jan 13, 2016 20:20

ilkhan: Oct 7, 2004; I LOVE Musk and his pro-first-amendment ways. X is the future.

Renegret posted:

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.

The source jpg was upside down. That is supposed to be 66.66% uptime.

# ? Jan 13, 2016 20:28

Collateral Damage: Jun 13, 2009

ConfusedUs posted:

Sorry, man. Literally the worst service of its type I've ever used.

Our (cloud) implementation of SN is like some took the last frame of that xkcd apple app/google app/your app and said "that's a really good UI". Complete with multiple redundant fields, contradicting dropdowns and an "xyz id" free-text field which has no help text and is mandatory.

# ? Jan 13, 2016 20:37

BOOTY-ADE: Aug 30, 2006; BIG KOOL TELLIN' Y'ALL TO KEEP IT TIGHT

mewse posted:

By four 9s they mean 9am for four consecutive days

.9999 (YES that's FOUR NINES) of pure bullshit!

# ? Jan 13, 2016 20:41

nitrogen: May 21, 2004; Oh, what's a 217°C difference between friends?

Renegret posted:

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.

...but not in a row! [/stephen wright]

# ? Jan 13, 2016 20:46

Dr. Arbitrary: Mar 15, 2006; Bleak Gremlin

Four nines is 52 minutes a year, right? Maybe if they don't have any more downtime for the rest of the year, they'll be fine.

# ? Jan 13, 2016 20:47

Segmentation Fault: Jun 7, 2012

Ozz81 posted:

.9999 (YES that's FOUR NINES) of pure bullshit!

That's one better than Herman Cain!

# ? Jan 13, 2016 20:52

Jusupov: May 24, 2007; only text

Dr. Arbitrary posted:

Four nines is 52 minutes a year, right? Maybe if they don't have any more downtime for the rest of the year, they'll be fine.

First day it was down it was 3+ hours

# ? Jan 13, 2016 21:02

Renegret: May 26, 2007; THANK YOU FOR CALLING HELP DOG, INC.

YOUR POSITION IN THE QUEUE IS *pbbbbbbbbbbbbbbbbt*

Cat Army Sworn Enemy

I heard 3:30AM - 9:00AM two days in a row from somewhere.

The SLA ship sailed long ago.

# ? Jan 13, 2016 21:04

anthonypants: May 6, 2007; by Nyc_Tattoo; Dinosaur Gum

Renegret posted:

I heard 3:30AM - 9:00AM two days in a row from somewhere.

The SLA ship sailed long ago.

Yeah, it was about 2:30am PST this morning and around 1:30am PST yesterday. Billing opened at 7am PST/9am CST, and after that Lowtax was able to fix it.

# ? Jan 13, 2016 21:16

FlapYoJacks: Feb 12, 2009

nexus6 posted:

US business hours no less. I had to do work this morning!

US Pacific time business hours! I had to look at code first thing in thing in the morning. LOWTAX!!! :argh:

# ? Jan 13, 2016 21:29

Renegret: May 26, 2007; THANK YOU FOR CALLING HELP DOG, INC.

YOUR POSITION IN THE QUEUE IS *pbbbbbbbbbbbbbbbbt*

Cat Army Sworn Enemy

ratbert90 posted:

US Pacific time business hours! I had to look at code first thing in thing in the morning. LOWTAX!!!

I stared blankly at my e-mail.

I watched a dozen automated reports come in and get redirected into the trash.

# ? Jan 13, 2016 21:50

stubblyhead: Sep 13, 2007; That is treason, Johnny!; Fun Shoe

Collateral Damage posted:

Our (cloud) implementation of SN is like some took the last frame of that xkcd apple app/google app/your app and said "that's a really good UI". Complete with multiple redundant fields, contradicting dropdowns and an "xyz id" free-text field which has no help text and is mandatory.

I may be confusing Service Now with Remedy (I did integration projects with both at around the same time I tend conflate the two in my head a little bit), but isn't it one of those things where you get out what you put in? I think it gives you a lot of freedom to customize, but if you do it in a hamfisted way then the end result just ends up like hot garbage.

# ? Jan 13, 2016 22:20

Migishu: Oct 22, 2005; I'll eat your fucking eyeballs if you're not careful; Grimey Drawer

I was deploying software updates to a whole bunch of remote machines so I didn't notice the forums being down (for long)

Renegret posted:

I stared blankly at my e-mail.

I watched a dozen automated reports come in and get redirected into the trash.

Jesus Christ what is going on in your avatar where is Helpdesk Dog

# ? Jan 13, 2016 23:11

Collateral Damage: Jun 13, 2009

stubblyhead posted:

I may be confusing Service Now with Remedy (I did integration projects with both at around the same time I tend conflate the two in my head a little bit), but isn't it one of those things where you get out what you put in? I think it gives you a lot of freedom to customize, but if you do it in a hamfisted way then the end result just ends up like hot garbage.

I wasn't involved in the implementation of Service-Now here, but yeah. I've seen other implementations that are quite nice (from a user perspective), but ours is a designed-by-committee clusterfuck.

# ? Jan 13, 2016 23:17

FreshFeesh: Jun 3, 2007; Drum Solo

ChubbyThePhat posted:

My MSP uses ConnectWise. The ticketing portion is alright, but the documentation is hot rear end. It also costs too many zeros.

Do you have it hosted by their cloud service? We have ours on-site in some data center in New Jersey (I'm in California) and the lag for opening any new window is just garbage. I do like their ticketing and opportunity workflow though, and will happily keep using it.

Seconding using Confluence for notes (thank you, thread).

# ? Jan 13, 2016 23:20

iRend: Jun 21, 2004; MOTHER, DID YOU eeeeeayyyyy.... ooooooaaa... ff.

NITROUS DIVISION

One of our clients just dropped ESM for ServiceNow, and it's a million times better.

I mostly use it for change records and not incidents, but the few incidents we've had have been quick. I guess the main difference is that you don't need a VPN to connect, adding one factor of speed, and it's not a bulky outdated piece of crap with 15 years of useless records clogging the database, adding another.

# ? Jan 13, 2016 23:28

ChubbyThePhat: Dec 22, 2006; Who nico nico needs anyone else

FreshFeesh posted:

Do you have it hosted by their cloud service? We have ours on-site in some data center in New Jersey (I'm in California) and the lag for opening any new window is just garbage. I do like their ticketing and opportunity workflow though, and will happily keep using it.

Seconding using Confluence for notes (thank you, thread).

We host ours in-house. Sometimes the lag to open new windows is pretty insane, I can confirm.

# ? Jan 13, 2016 23:30

MiniFoo: Dec 25, 2006; ~~METH~~AMPHETAMINE

Zendesk is Okay� in my opinion, but I don't have to moderate it. I just solve tickets.

Migishu posted:

Jesus Christ what is going on in your avatar where is Helpdesk Dog

https://en.wikipedia.org/wiki/The_Tatami_Galaxy

legit good show, watch it even if you don't like anime (it'll take a few episodes for you to understand what's going on, though)

# ? Jan 13, 2016 23:52