I'm wondering what kind of k1000 access do other administrators give the help desk staff. We currently don't use the ticketing system but I'm wondering what access other people have given the help desk staff. Are they allowed to run scripts under the run now, inventory data, enter asset information,etc?



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Our Helpdesk staff have the following permissions:
Inventory - read only for everything except devices so that they can add notes and labels
Assets - Write access to assets and asset import since many need to update assets as part of their position
Distribution - Write access to managed installs and file synchronizations so that they can deploy software. I wish that the K1000 gave more granular permissions here so that they could have access just to add machines to the distributions instead of having full access, however.
Scripting - Write access to run now so they can run scripts as needed
Service Desk - Write access to tickets and the knowledge base
Reporting - Write access so they can create reports although I don't believe they have ever used that functionality

We do use the ticketing system and that is where they spend most of their time but we have made a lot of effort to create managed installs for our core applications and giving the helpdesk staff the ability to push those out when needed has saved our technicians time. It's much more efficient for the end user if the person that answers the phone can initiate an install of Acrobat Pro instead of waiting for the technician to handle it. I also try to create scripts to solve common problems and the staff can use those also.

Answered 09/09/2014 by: chucksteel
Red Belt

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