What scripts and helpdesk tools do you use with self service?

[neilrooney_old]

Hi everyone! I've been slowly building out our self service with software from VPP, scripts for updating and some help desk tools.

I was hoping you all could share some of the scripts and other tools you use for your users. There have been some older threads showing off their tools but they are a little sparse on how to make them work. One great one I saw, but have no idea how to get it to work, was an emergency backup to Google Drive.

I would love to see some scripts for updating Adobe CC and some other nifty scripts for helpdesk. Attached is what I have so far.

Cheers everyone! :)

[MatG]

Nice, any of the scripts on GitHub?

[ib-ittech]

Currently, no, but I can share it with you next week. Which one you are interested?

[Jeff_Owen]

Hi ib-ittech,

I was wondering if you are on the MacAdmins Slack.  I have a few questions regarding some of your Self Service options that I might like to learn from you.

[scottb]

Is it wrong of me to ask those posting these to also post the tools used (scripts, etc) here for others?
Seems the likely thing to happen is they're going to ask anyways... 😊

But I agree, this is a good thing to continue on...

[scottb]

Wrong thread ¯\_(ツ)_/¯ 

[ib-ittech]

• @Jeff_Owen Yes, I am on Mac Admins under the name Darko Didak. Feel free to ping me
• @scottb I can post all scripts, but then we will have large threads. Do you use Mac Admins maybe? I can share scripts with you over Slack 
• @MatG Do you also maybe use Mac Admins?

[chris_kemp]

Interesting thread. In my experience you have to make efforts to educate your users about Self Service if you want them to use it; but once they know they start telling others about it (assuming you're giving them value with your tools, of course!). I don't see any competition with automation, actually SS is a great way to put automated tasks behind a single button. 

We don't use it to deploy our standard software, but we do have a few additional titles available (usually stuff that requires an additional chargeback), and we do publish rip-and-replace tools for reinstalling things (particularly useful if the uninstaller leaves behind a bunch of junk). For the most part it's fix tools. Work with your support desk to find out what their big call drivers are and see if you can build/acquire a tool around fixing it. 

[dvasquez]

I really like the icons!

[Ahadub]

For updating Adobe apps, found this one.  It will let the users pick which ones to update (all by default) incase there are holdouts who want the previous versions.

https://github.com/theahadub/sDrum 

[ScottEKendall]

This is what I have...always looking for more ideas to empower the users and stop the help desk tickets.