HELPDESK AND INVENTORY

Frustrations, Headaches, and Nightmares

Contact Information

Tyler ChelfUser Support Coordinatortyler.chelf@centre.edu@tylerchelf

Luke HatcherApplications Programmer Analystluke.hatcher@centre.edu@lukeman

Current Helpdesk

Over 10 years oldPHP3 and SQL

User fills out information onlineOften incorrect or lacking information

Cannot open tickets via E-mailTickets sent to distribution group that then

opens ticket manually No way to check status updates online

Current Inventory System Built with Helpdesk No bulk import 100% manual entry or removal

No means of identifying missing infoMoves/upgrades/etc have to be manual

Little/No data on system specs Abandoned & Replaced by LARGE

Excel fileTouched every computer on campus to build

New Helpdesk Features Easily add new features Active Directory integration

Office location, phone number, E-mail address provided automatically

Notification if account is active, disabled, or password expired

Easy to check online status updates Inventory integration

What a user has sitting on their desk Custom Reporting

Show trends w/ hardware, software, users?

New Inventory System (Tenative) Easy to add new features Custom forms for different devices (pc, phone, etc) Integrates with “OCS Inventory NG”

OCS installed via GPO Collects information on RAM, CPU, HDD, Software, Monitor,

installed hardware, etc Flag computers off campus Flag computers still in inventory but not seen for some time

Integrates with Bradford Networks Campus Manager Flag computers found on network but not in inventory

Bulk import Track warranty & purchase date

Reporting to help identify computers for replacement

Social Media

BlogsTraditionally used for network alerts,

updatesShare information on projects, methodsExplain why decision made to help create

transparency Twitter

Micro-updates on projectsInteract with staff, faculty, students

Breakdown the wall between IT and user