Date post: | 31-Mar-2015 |
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PandoSIS13
Scott McHugh
Agenda
• The Who, What, and Why of Pando
• Using Pando
• Roadmap
The Who, What, and Why of Pando
Pando
Helpdesk
Project Manageme
nt
Asset Manageme
ntKnowledge Base
Helpdesk (1 of 6)
Setup:1. Contact X2 to set up your admin
account in Pando.2. Create users:
• Pando > Admin > Users
Helpdesk (2 of 6)
• Ticketso Loggingo Resolvingo Escalating
• Automatic notificationso Instanto Aging statistics
Helpdesk (3 of 6)
Submitting tickets from Aspen
Helpdesk (4 of 6)
Submitting tickets from Aspen1. Find your Aspen authentication code:
Pando > Admin > Preferences Remote Ticket Logging
Helpdesk (5 of 6)
Submitting tickets from Aspen2. Set code in Aspen:
District View > District > Preferences > Ticket Reporting
Helpdesk (6 of 6)
Submitting tickets from Aspen3. Grant privilege
District View > Admin > Security Roles
4. Customize reference tables (Optional)District View > Admin > Data Dictionary > Reference
Project Management
• Organizing tasks• Moving a ticket to a task
Asset Management
• Recording assets• Linking hardware and software
Knowledge Base
• Browsing
Recent Additions
• Tasks support activities and notifications• Ability to flag a ‘solution’• Online Help in Pando
Pando Roadmap Highlights
• Allow customization of ‘Report a Problem’ page in Aspen
• New ticket option: ‘Request more information’
• Pando portlet in Aspen
• Advanced triage routing rules
• License management – # deployed vs. available
• Scope KB and Resources by organization
• Community resource sharing
• Project management enhancements
Discussion
• What is the most compelling feature you’d like to see from the previous list?
• What features would you like to see that haven’t yet been mentioned?