Notes Based IT/Help Desk Solutions

HCL Domino Domino Forum
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Our company has several notes database for managing different parts of our IT Department. We are not sure if Lotus Notes is the best solution for this anymore since our IT Department and Company continues to grow.

Does anyone know of good all-in-one Notes Based Solutions?

We are looking to include:

Asset Information/tracking

Public Knowledgebase

Private Knowledgebase/System Documentation (internal IT knowledge)

Software licensing/version standards

Support Requests/help Desk

Development requests

IT resources (personnel)

Forums

Thanks,

Kenny Craig

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Subject: Notes Based IT/Help Desk Solutions

I work for a fortune 500 company of your list we use notes on your list:

Asset Information/tracking

Public Knowledgebase

Private Knowledgebase/System Documentation (internal IT knowledge)

Software licensing/version standards

Support Requests/help Desk

Development requests

IT resources (personnel)

Forums

For Supprot Request - we use a BMC Software solution

For IT resources - they used peoplesoft.

Not to say we haven’t had problems with some of the above system - but to be honest it’s normally not a problem with the system but the data entry of the users and people wanting to use the system for what it was not originally designed.

3

Subject: Notes Based IT/Help Desk Solutions

I’ve developed such a db (web-based).It has all you listed, and also:

  • project management module

  • time reporting

  • user password management

  • change management

  • static IP addresses management

Can’t share it, however (it’s not my property, I did it for my company).

If you’re interested, I can ask my bosses.

Regards,

Simeon

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Subject: RE: Notes Based IT/Help Desk Solutions

Thanks guys (Stephen,Buzz,Simeon) for the response!

I was at Lotusphere 2008 and checked out

Automation Centre’s Tracker Suite & also Emerging Technology Solutions.

Simeon, thanks for the offer, sounds like you better keep it, don’t want to get you in trouble.

We also want to be able to show how the time/cost of support calls.

Thanks to all…just seeing what’s out there.

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Subject: RE: Notes Based IT/Help Desk Solutions

If you want to see what’s out there, get thee to Alan Lepofsky’s site and take a look at the “important resources” section. Notes and Domino is certainly up to the task – and if you’re looking for turnkey tools, Alan has them listed:

http://www.alanlepofsky.net

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Subject: RE: Notes Based IT/Help Desk Solutions

Kenny:

Since you were at Lotusphere, you needed to attend the session “BP304 Templates, Templates, Everywhere – If You Know Where to Look!”

And you would have found:

OpenNTF.org - The Open Source Community for Collaboration Solutions!!

Arguably one of the best, free Notes Help Desk systems on the planet. With features that rival the shrinkwrapped versions.

Poke around OpenNTF, there is a lot of cool stuff there.

HTH.

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Subject: RE: Notes Based IT/Help Desk Solutions

Yes, I was in that class. I don’t think our company will go for something like that. I’ll review it again though. Thanks for the suggestion.

I really liked class BP 210 Reports, Charts, and Graphs with Julian Robichaux and Rob McDonagh - we had a blast.

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Subject: Notes Based IT/Help Desk Solutions

Take a look at the help desk product from www.groupsoft.com.

We did an eval but at the last minute decided to go with a non Notes product.