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bitterandtwisted posted:What's a good servicedesk platform? The feature you are looking for is called Domain Separation. I use ServiceNow, but it's not really people's favorite tool here because it requires a knowledgeable team in both process and the tool to make it work well.
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Jan 13, 2018 12:52
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gently caress ServiceNow hard. Last place I was in transitioned to it before I joined and literally nobody in the building knew how to use it. Tickets to get me access to my team's network shares are probably still open two months after I left the place.
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Jan 13, 2018 18:50
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ServiceNow suffers from the same problem so many other highly customizable software suites do: It absolutely needs to be set up by someone who knows what they're doing, and in a larger organization you probably want someone managing it full time. But it's usually sold as a solution to all your problems installed with default settings and left unmaintained, unloved and largely unusable, which gives the product a reputation for being lovely and too complex because it hasn't been trimmed down to your specific needs.
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Jan 13, 2018 23:17
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Collateral Damage posted:ServiceNow suffers from the same problem so many other highly customizable software suites do: It absolutely needs to be set up by someone who knows what they're doing, and in a larger organization you probably want someone managing it full time. More or less exactly this, if you have the ability to hire a good service now dev/admin, it can be a wonderful way to automate and handle tons of stuff, and interface with HR and service desk, and get an ITIL framework set up to do things better. Out of the box it's a horrible kludge of every single cool thing they could think of, set up by a retard.
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Jan 13, 2018 23:43
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Whoever set up that one made it worse than out of the box then, because I never worked out how to close tickets after work was complete and they were sent back to me for confirmation. Having multiple managers for tickets to route through for approval often just resulted in the managers never approving anything because somewhere along the chain one of them wouldn't even know they had to. The helpdesk dudes just gave up eventually, because "open a ticket" was invaribly met with "okay... how?" from the various other tech teams. I felt bad for them really, because at least I didn't get many tickets coming my way.
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Jan 14, 2018 00:12
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We're rolling out ServiceNow this year. Luckily they're not planning on trying to migrate the old ticketing system into it, just going with a fresh start. We've hired an admin for it and brought in some company to roll it out for us, so hopefully they're doing it right.
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Jan 14, 2018 00:15
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Collateral Damage posted:ServiceNow suffers from the same problem so many other highly customizable software suites do: It absolutely needs to be set up by someone who knows what they're doing, and in a larger organization you probably want someone managing it full time. 100% true. We've been using it less than a year, but we have a highly responsive dev teams for it who are correcting features for the workflows that exist. But they rolled it out with some awesome bugs from not knowing it. For the love of all things, do not ever reuse state codes between ticket types in ServiceNow. List filtering will break in spectacular ways that will make teams that have to do multiple ticket types hate you (It's me, I hate you.) Filtering out "Closed" Changes could also suppress "Pending" Incidents if both codes have the same integer value. Depending on the view. But sometimes you need to see ALL of your concurrent workload.
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Jan 14, 2018 00:48
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18 Character Limit posted:Filtering out "Closed" Changes could also suppress "Pending" Incidents if both codes have the same integer value. Good grief.
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Jan 14, 2018 01:49
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Sheep posted:Good grief. I had a sense that that particular problem is implementation dependent. I have no idea what ServiceNow straight out of the box looks like. But our initial rollout had this issue. It probably can be set up to make the multiple-type views be useful but it is a bigger effort (reserve ranges of nonconflicting values, or make sure "Closed" is the same number for all ticket types.) This is just one possible issue, by the way. A lot of people will say it's just a product that has to be used with views of one type of ticket only (just Changes, just Incidents, etc.) These people have lost sight of the width of responsibility an operations group can have.
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Jan 14, 2018 01:59
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18 Character Limit posted:100% true. We've been using it less than a year, but we have a highly responsive dev teams for it who are correcting features for the workflows that exist. But they rolled it out with some awesome bugs from not knowing it. We have the same issue. Your admins will need to update the integer values for each state within each "task type." However, they would have to go update all scripts and workflow which are using the existing integers. My assumption is you are trying to list filter straight on the "tasks" table which will cause your issue. If you need to see all of your concurrent work, I recommend you create separate reports for each task type and throw the reports on a homepage. At my org, the teams handle Incidents and Requests so would use the "Incident" table and "Catalog Task" table for each report. Your org may differ if they decided not to use the OOTB ticket model for Requests.
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Jan 14, 2018 03:47
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https://twitter.com/SwiftOnSecurity/status/952371682588717056
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Jan 14, 2018 03:50
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Deleted. What was it?
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Jan 14, 2018 05:43
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You ALWAYS screen shot poo poo, You never just link right to it. Anything good gets removed or deleted.
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Jan 14, 2018 06:23
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Jan 14, 2018 06:37
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The protective boot causing even more headache than it currently does.
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Jan 14, 2018 06:58
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If you're buying lovely cables you only have yourself to blame.
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Jan 14, 2018 14:17
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Collateral Damage posted:If you're buying lovely cables you only have yourself to blame. Yeah you can just make your own cables without boots. 
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Jan 14, 2018 16:54
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Assuming the cables were already bought, couldn't you just snip the offending bit of rubber off that one boot with a pair of scissors?
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Jan 14, 2018 17:20
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Why would they delete that post? It seems completely unoffensive, in every way.
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Jan 14, 2018 17:23
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It didn't turn the power off, it just wiped the config and to be honest once it happened once you'd realise what was going on. lovely design but then so are most booted cables.
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Jan 14, 2018 17:34
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Speaking of, we're moving to ServiceNow. Anyone have a good resource to learn it?
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Jan 14, 2018 18:40
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null_pointer posted:Why would they delete that post? It seems completely unoffensive, in every way. Probably because it was from 2015, not 2018
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Jan 14, 2018 19:57
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null_pointer posted:Why would they delete that post? It seems completely unoffensive, in every way. They're scared of network booted Nazis
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Jan 14, 2018 19:58
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minusX posted:Speaking of, we're moving to ServiceNow. Anyone have a good resource to learn it? drat near our entire business runs on it, from IT and HR to all of the field service technicians. Thankfully all I have to do is deal with change/incident, but at least half of our developers are servicenow focused. The UI is a mess and nothing makes any god drat sense, so I’ve learned how to do the bullshit I need to do and that’s it.
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Jan 14, 2018 20:03
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minusX posted:Speaking of, we're moving to ServiceNow. Anyone have a good resource to learn it? I bought this book - Spinning Up ServiceNow: IT Service Managers' Guide to Successful User Adoption. I've used a lot of the ideas in my organization's instance. https://www.amazon.com/gp/product/1484225708/ref=oh_aui_search_detailpage?ie=UTF8&psc=1 If you are going to be an admin or dev, setting up your own free personal instance is the easiest way to learn by signing up on https://developer.servicenow.com/. For other resources, you can also read https://www.servicenowguru.com/ or https://docs.servicenow.com.
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Jan 14, 2018 23:22
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oh rly posted:I bought this book - Spinning Up ServiceNow: IT Service Managers' Guide to Successful User Adoption. I've used a lot of the ideas in my organization's instance. Thanks a lot!
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Jan 15, 2018 01:44
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devmd01 posted:drat near our entire business runs on it, from IT and HR to all of the field service technicians. Thankfully all I have to do is deal with change/incident, but at least half of our developers are servicenow focused. Honestly, that's going to be on your developers. The whole thing is super flexible and customizable, which is what makes it such a huge pain when it gets half-assed. We also use Service Now for a *lot* stuff, from Help Desk to Eng. escalations to Incident Response (and I think we'll be using it to track project deliverables soon too). We actually like it a lot, but it took about a year with stake holders in each department giving extremely detailed requirements and feedback to get it to the point it's at now.
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Jan 15, 2018 05:45
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A Ticket Came In: please can the NHS mail merge system stop being so culturally Marxist. https://twitter.com/giuliana_london/status/952817509266313216 Seriously, though, there’s no evil trans plot. Just a computer system that likes to invite me to get my non-existent cervix screened for cancer. 
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Jan 15, 2018 09:53
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minusX posted:Speaking of, we're moving to ServiceNow. Anyone have a good resource to learn it? If you're going to be playing admin, I do recommend taking a class or two, if your company will pay for it.
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Jan 15, 2018 14:52
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my cat is norris posted:If you're going to be playing admin, I do recommend taking a class or two, if your company will pay for it.
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Jan 15, 2018 15:29
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minusX posted:I won't be! Just wanted to try to get ideas since we're moving from one system to another and some people were talking about issues. My supervisor will have company training on it, and we're having it built for the company vs just throwing up the defaults, thankfully. Yeah you're in a good position, then!
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Jan 15, 2018 16:31
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Should/do local administrator rights interfere with wsus policy/whatever in which patches get applied? Edit: our IT guy in charge of this stuff needs a good dose of cloud-to-butt totalnewbie fucked around with this message at 17:35 on Jan 15, 2018 |
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Jan 15, 2018 17:29
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Data Graham posted:And you know they'll all just magically get faster afterwards, for an unrelated reason. Systems have 8GB RAM and 500gb WD blues in there already. If the RAM usage is maxing out at maybe 50%, why throw another 8GB in? Will the SSDs improve the performance of their local system? Yes. Will the SSDs fix the 'speed' issues they are having? I dont think so. I was onsite swapping out the DB9->Ethernet adapters the use on site and sat down with the receptionist and hammered out the issues. Most of the office has issues with the practice management app which is hosted on the server. The only PC showing non server based app issues is one of the doctors, but he has chrome with over 25 tabs open. The SSD may help him, but also a "why do you need 50 tabs open" conversation may also fix the issue.
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Jan 16, 2018 01:08
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blackswordca posted:I was onsite swapping out the DB9->Ethernet adapters the use on site Wait. What? People still use those? They still make ethernet cards that use them? You have computers that need ethernet cards? E: Just to be clear. You're referring to this? 
Proteus Jones fucked around with this message at 01:18 on Jan 16, 2018 |
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Jan 16, 2018 01:16
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Proteus Jones posted:Wait. What? They have a 15 or 20 year old sterilizer. Boss ran a dedicated Ethernet cable with two DB9->Ethernet adapters to manage the log dump.
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Jan 16, 2018 01:18
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blackswordca posted:They have a 15 or 20 year old sterilizer. Boss ran a dedicated Ethernet cable with two DB9->Ethernet adapters to manage the log dump. Oh, OK. I was reading that as all your clients were using them. Not as a one off for a specific device.
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Jan 16, 2018 01:19
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Proteus Jones posted:Oh, OK. It worked for three months and died... two years ago and nobody noticed. So I replaced the ones on site and its still broken, we think it is a dead serial board in the sterilizer now so the doc has to figure out if its worth fixing or just repalce it. blackswordca fucked around with this message at 01:24 on Jan 16, 2018 |
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Jan 16, 2018 01:21
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Hahaha internal hiring manager message came in from indeed including this line at the bottom:recruiter posted:If you are interested, please get in touch with me. Sounds great and not like a dumpster fire at all where do I sign up!!
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Jan 16, 2018 01:50
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blackswordca posted:I dont think so. I was onsite swapping out the DB9->Ethernet adapters the use on site Proteus Jones posted:People still use those? They still make ethernet cards that use them? You have computers that need ethernet cards? This is a RS232<>Ethernet adapter: https://www.startech.com/Networking-IO/Serial-over-IP/1-port-RS232-serial-over-ip-adapter~NETRS2321P If you need one and get the other you're going to have a bad time.
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Jan 16, 2018 02:33
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Renaissance Robot posted:Assuming the cables were already bought, couldn't you just snip the offending bit of rubber off that one boot with a pair of scissors?
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Jan 16, 2018 03:45
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