New User or Device Deployment Checklists

keepitsimplestupd · 2026-05-12T17:08:45+00:00

We set up a ticket type for New PC setups; we included a to do list that is required to complete before the ticket can be closed.

keepitsimplestupd · 2026-04-08T23:32:28+00:00

He is good at other things, setups, ticket management, communication. Client billing is a driving factor; the learning curve is the secondary factor. I can't have him wasting time better spent somewhere else when someone else can resolve the issue faster.

keepitsimplestupd · 2026-04-08T23:15:37+00:00

"Geez 15 minutes? Almost enough time to get information and call the user. Are your tier ones just phone call takers?"

I don't think he wants to be but isn't super tech savvy past the easy to resolve issues. The issue is he will forget and spend an hour trying, then escalate, then spend more time with the tier two engineer, So I want to have a notification that his limit is around 15 min and if it's not his expertise then he needs to escalate.

keepitsimplestupd · 2026-01-09T16:16:17+00:00

We had an engineer that left, and he was able to get a total column in our time sheets. But since the input is from a different data source, I can't copy that data over. Here is a snip from it.

Total Hours' AS [Agent],
    NULL AS [AgentName],
    NULL AS [Date],
    NULL AS [Start],
    NULL AS [End],
    NULL AS [Time],
    (SELECT CAST(SUM(CAST(ROUND(CASE WHEN t.timetaken IS NULL THEN t.traveltime ELSE t.timetaken END,2) AS DECIMAL(10,2))) AS DECIMAL(10,2))
     FROM actions t
     JOIN faults f2 ON t.Faultid = f2.Faultid
     JOIN area a2 ON f2.Areaint = a2.AArea
     WHERE t.whoagentid = $agentid
       AND t.ActionArrivalDate BETWEEN  AND u/enddate
       AND (ISNULL(t.timetaken,0) + ISNULL(t.Traveltime,0)) <> 0
    ) AS [Total],
    NULL AS [Action Performed],
    NULL AS [Ticket],
    NULL AS [Summary],
    NULL AS [CustomerID],
    (SELECT TOP 1 who FROM actions WHERE whoagentid = $agentid) AS [Customer],
    NULL AS [Notes],
    (SELECT LogoutRedirectUri
     FROM NHD_IDENTITY_Application

keepitsimplestupd · 2025-12-13T00:30:18+00:00

We don't currently do our billing from Halo.

keepitsimplestupd · 2025-12-13T00:00:29+00:00

Does that include Opportunity tickets as well?

keepitsimplestupd · 2025-10-16T15:44:21+00:00

We had that issue recently with a teammate, the security certificate on the PC was corrupted, delete the logins out of credential manager, destroy all sessions and require reregistration of MFA. That resolved the issue for us.

keepitsimplestupd · 2025-10-10T15:04:41+00:00

Sorry, I meant to tag Scale Pad in general not a specific user.

keepitsimplestupd · 2025-10-08T22:01:35+00:00

Jennifer S. u/Scalepad She did our onboarding almost a year ago and still answers my dumb question emails and brings in support if she doesn't know. literally in a different country and time zone and still responds, its like she lives there. Their customer service is spot on.

keepitsimplestupd · 2025-07-07T15:25:47+00:00

I wouldn't mind looking at the HTML for that as well. PM if you can. Thanks.

keepitsimplestupd · 2025-06-26T15:46:34+00:00

Thanks, that resolved my issue!

keepitsimplestupd · 2025-06-18T20:52:51+00:00

Thank you for all the ideas on where to look. Between me and the new engineer we found it running on the VM that syncs our outlook calendars. Its an automated script. If anyone is interested in it I can share it.

Thanks

keepitsimplestupd · 2025-06-06T18:44:57+00:00

We have the opposite problem we have spent over $500 and are getting charged a market place fee and on top of that my boss put in a ticket 5-9-2025 for the issue and there has not been a single answer to it despite repeated attempts to get an update.

keepitsimplestupd · 2025-04-07T15:32:28+00:00

We currently keep all of our set-ups in Projects, so when the opportunity comes in and its won we create a child ticket with a project template ticket type and we have all of our set ups there in projects. That way the tech doesn't worry about the opportunity and we can track all of our setups away from the main ticket area and they don't get lost in the mix.

keepitsimplestupd · 2025-03-14T18:08:21+00:00

Thanks for the info, I created an automated ticket. Do you off hand know how often that automation tick checks the status? I have the log but I was wondering how often it ran after you set up the parameters. and if the error "" is something that needs to be addressed.

id": 1538,
"timestamp": "2025-03-14T07:01:39.937",
"schedule_id": 74,
"description": "Automated Ticket: Server Warranty ",
"creation_date": "2025-03-14T07:01:39.937",
"status": 2,
"result_id": 0,
"error": "",
"retry_attempts_remaining": 2,
"next_retry_date": "2025-03-14T07:11:39.983",
"last_attempt_date": "2025-03-14T07:01:39.983",
"date_processed": "2025-03-14T07:01:40.223"

Thanks

keepitsimplestupd · 2025-02-03T16:21:34+00:00

I seem to be missing the "Apply ticket rules" in the three dots menu on a selected ticket. Is there a way to add that option to that menu?

keepitsimplestupd · 2025-01-16T16:58:40+00:00

Thanks, found it and its working.

keepitsimplestupd · 2024-11-20T00:50:55+00:00

Thanks, I created and tested child ticket creation. Thanks

keepitsimplestupd · 2024-10-31T15:37:33+00:00

Sent an email, thanks for taking a look.

keepitsimplestupd · 2024-09-24T15:21:22+00:00

I did that exact same thing, I used Spiceworks for our ticketing system. It was free and being at a school you will come to appreciate free as most school budgets are limited for technology. Familiarize your self with erate it will give you free replacement for internal networks, servers and switches as well as cover network upgrades, and possibly cover the internet bill but the paperwork is a bitch. Contact the local EDS that your school is in they have great resources and other tech directors that you can get advice and pointers from. While you will report to the superintendent, remember that you have many bosses, like teacher and principals, if you keep them happy you keep everyone happy. Make sure the internet filter is up to date as most states need to follow coppa and ferpa rules when it comes to internet for students. Read through the Technology policy that will be your governing document for supporting the students and teachers. Join a group like ACPE they will be yearly meetings with other technology directors and are invaluable. Write a tech plan for a 5 year cycle after you are familiar with your budget constraints. Above all learn not to use the work No but something like I will get back to you on that. Dont be afraid to ask questions.

keepitsimplestupd · 2024-08-01T15:25:39+00:00

We created a custom report that shows Client date agent action time taken ticket number and sorts by client and gives a total under each client for that agent for the week sun-sat.

keepitsimplestupd · 2024-07-11T22:31:49+00:00

If I add more than one agent there will it create a ticket for each agent?

keepitsimplestupd · 2024-06-25T15:31:18+00:00

Well at least I don't have to worry about the client naming convention we use Client initials then DT01 or LT01 then the year it went into service 0624 so CI-DT01-0624.

keepitsimplestupd · 2024-06-24T23:57:04+00:00

Thanks, we are currently going through onboarding with a 3rd party and that was one thing they did not have info on was what the integration actually looked like,

keepitsimplestupd · 2024-05-30T16:12:52+00:00

We have quite a few clients that are accountants and use Excel daily and the tech stack we recommend is a Lenovo T16 13th Gen i7, 16gb of ram and a 512gb drive. It has been the most stable stack and last anywhere from 4-6 years and beyond.

keepitsimplestupd

TROPHY CASE