c.Support - All Comments

re: Remote Control Integration

jrkoelewyn — Thu, 20 Nov 2008 22:28:12 GMT

We were looking at a hosted zero footprint solution from NTR Global.

re: Remote Control Integration

CuppaT — Mon, 08 Sep 2008 15:33:22 GMT

We use DameWare, but it would be useful to have cSupport provide the option of running a command line as most software will have the option of launching it's program from the command line with switches...

re: Remote Control Integration

helpingOSU — Thu, 21 Aug 2008 21:44:52 GMT

Oklahoma State University is negotiating with Logmein.com for their remote desk support. They have the best tool that we have tried. We are currently looking for an integrated system so c.Support would definitely be moving in the right direction.

Bob

re: Hand Held Devices

jtwigg — Tue, 19 Aug 2008 17:59:31 GMT

We also are a Microsoft shop we use exchange and Windows based PDAs and smart phones are our preference. My staff is extremely interested in being able to update work orders from their hand held devcies. IThe lack of this feature was the one point of contention in selecting cSupport over another vendors product.

re: Remote Control Integration

benhanson — Fri, 18 Apr 2008 17:11:21 GMT

We use UltraVNC. It's free, and it offers group based NTLM authentication. Windows remote assistance is only useful as long as there is someone sitting at the workstation, as someone has to click to accept the assistance. Remote Desktop doesn't give you a true console session and requires that you know the logged in user's password.

re: Remote Control Integration

dross@nhcgov.com — Mon, 26 Nov 2007 16:26:25 GMT

New Hanover County is using LANDesk.

Don Ross

IT Service Manager

New Hanover County Govt

910-798-7173

re: ITIL

dross@nhcgov.com — Mon, 26 Nov 2007 16:23:45 GMT

New Hanover County government is definitely interested in ITIL. I am an ITIL rookie and was trained on version 2, but I am studying V3 and working on an ITIL budget for our next year's budget (Jul 08 - Jun 09). We will likely invest in training and service catalog software this coming year.

I am very interested in GWI's c.Support roadmap for the ITIL processes. We will likely be able to use GWI "as is" for another year. I anticipate that for the following budget year we will be looking at broadening our Service Management portfolio, but if GWI could meet our needs, we would be happy to stay put.

I would like to talk more with GWI visionaries.

Thanks,

Don Ross

IT Service Manager

New Hanover County Government

910-798-7173

re: Reporting

Robert — Fri, 16 Nov 2007 13:48:17 GMT

I'm beginning to generate some reporting using SQL rather than Crystal reporting and I want to report on initial response turn around time, total open ticket time (grouped by severity, then category), number of new tickets opened per week, number of closed tickets per week, and total remaining tickets so I can see a trend of climb or decline of total tickets.

If anyone has any suggestions or SQL queries that will help in these reporting situations and is willing to offer some assistance please let me know. I'm somewhat new to SQL and I'm working through, but any help would be appreciated!

re: Reporting

poolmwv — Tue, 06 Nov 2007 16:14:53 GMT

Nevermind! We got it! The trick was to join the ID_ ASSET field between the two instances of the ASSET_CUSTOM_FIELDS.

re: Reporting

poolmwv — Mon, 05 Nov 2007 16:10:06 GMT

Help with a VCrystal Report please!

I am sure I have done this before, but can't find an example and can't get it to work.

We have a dozen or so custom fields for assets. Here is a small example of the table:

ID ID_FIELD ID_ASSET DATA

1 1 100 1234

2 2 100 5678

3 1 101 1235

4 2 101 5678

(the 5678 is a PO Number, the 1234 and 1235 are tracking numbers apart from the Serial Number and Asset Tag)

I want to select all of the assets that have a custom field ID_FIELD=2 and Data=5678. I want 5678 to appear once in the report header.

In the details, I should have on one line, the asset serial number, asset tag and the custom field where the id_field =1.

I have defined the custom field table twice (ASSET_CUSTOM_FIELDS and ASSET_CUSTOM_FIELDS_1, as I believe that is the key. But I cannot find the right combination of joins and selects that will get me what I need. Surely someone has done something like this before that can help me out?

re: Remote Control Integration

jsnyder — Mon, 05 Nov 2007 14:56:44 GMT

Integrating Windows remote assistance is a great way to go as for most of us it is already interated in windows so there would be no additional work involved in deploying. But also using VNC would also be a great idea. I think you need to stick to ideas that would lend to quick deployment and free to very cheap for you current cusotmners.

re: c.Support Feature Requests

dmorris — Fri, 02 Nov 2007 19:21:55 GMT

It would be great if attachments being sent into c.Support would not be saved in the normal Support database, rather it would have a reference point or link that would take you to a different database which would store the attachments. This would allow for so many more tickets to be saved on the database. If it is saved outside of the database, it could be setup so that windows desktop search could locate the specific attachment. We have so many PDF documents or files attached to tickets, our Support database has filled up so fast.

Thank you.

Dave

re: c.Support Feature Requests

Eric Anderson — Thu, 01 Nov 2007 16:43:17 GMT

Thank you all for the great feature requests. We discovered early on that this topic made more sense to have in a Forum, so we have turned that feature on for any further submissions.

Please continue to submit your feature requests over in the Forums section under the .NET Features Request forum, or at this link: http://community.gwi.com/forums/14.aspx

re: c.Support Feature Requests

jdsalgo — Wed, 31 Oct 2007 17:50:57 GMT

Would like a report that shows time spent by category. This would help us in planning for future workload distribution, staffing, etc.

re: c.Support Feature Requests

benr — Tue, 30 Oct 2007 20:20:31 GMT

(using v5.6)

1) When using the search on the rep site the search only seems to run on the current view. For example, if I want to search by ticket # for a ticket that is in the archive, I would need to have an archive view open. I should be able to enter a ticket # and have it display no matter where it is.

2) Related to above, the advanced search is unwieldy and doesn't give me as much power as I'd like to see when searching.

3) While the priorities are nice, it would be even better if they would drill down further. For example, if there were 10 degrees of Low priority, 10 degrees of Medium, etc so we could better differentiate between two medium priority tasks (Med4 vs. Med8, perhaps).

4) Notifications should have a "preview" function, so we can customize incident notifs and view the result before making it effective.

5) I agree with koningcj above on the customizable printing.