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Use Real-Time Scrollbar to Reduce Helpdesk Calls

Created: 15 Jun 2007 • Updated: 24 Oct 2007 • 13 comments
jdrinen's picture
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ResolveIM has announced the release of LongLasso Announcer for DS, a Deployment Solution plugin that allows sending of scrollbar style announcements to end-users.

The evaluation is free and installs in 30 seconds or less!

Visit the Information and Support Portal:
http://www.longlasso.com

Comments 13 CommentsJump to latest comment

jsjj01's picture

With ITIL taking hold in many organizations, including mine, I will be curious to give this product a go. Instead of getting 200 calls when users can't access their e-mail let them know what is going on without them ever having to pick up the phone. Nice.

John

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marco.baars-123's picture

Also works ok, but the pink gui is very poor.

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jdrinen's picture

The GUI is mostly gray...but when displayed with very few colors can sometimes render as pink. :) Just a strange color phenomenon. We will be adjusting it.

Thanks for the feedback.

Jason

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riva11's picture

Interesting product, but what about requirements for this software (Client and server side) ?

Regards
PM

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at7427's picture

Very promising product. I'm having a technical issue regarding LLClient machines not connecting to the server.

What would be the best way of contacting support?

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jdrinen's picture

If you would please, post the issue in the support forums on www.longlasso.com

Thanks,
Jason

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jgo's picture

What is on the product road map? And what happens in the scenario where you have multiple helpdesk NS servers in an environment? Also what are the help desk integration components in the Long Lasso non-free product? And finally, are the Altiris licensing implications with the chat functionality? (Do you have to have a worker 'license' for each worker chatting?
thanks,
jgo

John Golembiewski
Midwest Practice Principal
ITS Partners
Jgo@itsdelivers

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jdrinen's picture

What is on the product road map?

I can’t say too much yet, but we do have an exciting roadmap for which the details are currently being worked out. As you can imagine with a product this flexible, you haven’t seen the end of it.

And what happens in the scenario where you have multiple helpdesk NS servers in an environment?

There are a couple of situations that you could be referring to. If you actually have multiple Altiris Helpdesk instances, then LongLasso’s Edit List functionality would be used to build “Manage” links to the Helpdesk NSs for Incident creation, etc. If the situation involves multiple Notification Servers that are actually managing nodes, then LongLasso is built to automatically work with the correct NS that the user’s computer is being managed by. For instance, when the Run Task button is used, LongLasso contacts the NS server that is managing the computer. Thus, LongLasso works well with multiple NSs. Since the “Manage” menu options include variables for the links (which are editable in the Edit List interface), those options can also use the correct NS dynamically. If one NS is for a specific purpose like Asset Management, then simply remove the variable (#ns#) and insert a hard coded address instead.

Also what are the help desk integration components in the LongLasso non-free product?

We have a helpdesk customization that adds a button to the Create/Edit Interface which reports the Contact’s current status (available, workstation locked, screensaver active, offline). Clicking on the button opens a LLAdmin conversation window with that user.

Here is a screenshot:
http://www.longlasso.com/LL_Helpdesk_integration.gif

And finally, are the Altiris licensing implications with the chat functionality? (Do you have to have a worker 'license' for each worker chatting?

LongLasso Loaded is licensed per managed node, with unlimited workers (LLAdmin installations). So you can technically have as many chatting workers as your total LL Loaded license count. However, if these workers using LLAdmin are also meant to be using the “Manage” menu links to Altiris Helpdesk to work with incidents (create, edit, etc), then yes, they must have Altiris Helpdesk worker licenses. The same is true of Asset/Contract Management related linking. Some of the linking that LongLasso does to Notification Server does not require any type of additional Altiris licensing per worker, for instance the Run Task button, Resource Manager, Carbon Copy and any type of report that you might want to add to the “Manage” options.

I hope this answers your questions. If anything is still unclear, just let me know. I am happy to discuss further.

Jason

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CraigM's picture

I know of a several customers of mine that have been asking for this exact functionality.

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kwebb004's picture

Looking forward to trying this out.

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Jeanne's picture

I have been looking for something like this and I will really enjoy using this feature.

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millerrp's picture

I have this installed at one of my clients and am working with several others to get this. Not only does it lower the support calls but one of the problems with emails is that they stay out there until someone reads them. If it has been a week and they didn't look at the date then you get a call. This product sends out to who is on at that time and notifies them. Especially helpful if the mail server is down. Support is great and full version is worth it to me.

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xmoreland's picture

This is a very nice tool. I would love to see this in our envrionment ... guess I'll send it up the ladder. Thanks!

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