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MOSS service/help desk template vs. magic

  Asked By: Naman    Date: May 27    Category: MOSS    Views: 5511

I went to a demo a few weeks ago of some of the new templates and
add-ons for WSS3/MOSS and one of them was a service-desk/help-desk
tracking template. The person claimed that it was actually a very robust
option, but didn't get a chance to chat with him more about it.

Has anyone used this for a help-desk scenario? If so, what are your
thoughts? I'm curious as to how it compares to the Magic Help Desk
software.

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2 Answers Found

 
Answer #1    Answered By: Naimish Ranganekar     Answered On: May 27

I would say it is a good template, but in general I think it is hard to
expect a template  to meet your exact requirements. As I result I
decided to build my own site using some useful features from the help
desk template.

As I recall, the Help desk  template doesn't have any real workflow. It
uses a task list which you can sync with Outlook. I built my own task
list that was better suited for our requirements with my own custom
workflow. The HD Template has some nice .xsl's to display some bar
graphs off of the task list metrics so I used those to create a nice
help desk dashboard.

I think the HD template is great for lightweight help  desks, but for
more serious and robust functionality you will definitely need to
either do some MOSS and Workflow dev or should look into other HD
applications.

 
Answer #2    Answered By: Caleb Gordon     Answered On: May 27

Additionally to hang onto Chris R's coattails, the application templates  are
meant to help  in rapid application solutions development - they are
definitely not the end all of meeting a clients need. However, that being
said, they do provide a great starting point to where to begin and to help
culminate some ideas to use for solutions development.

 
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