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utilities for a helpdesk agent

By johnsongrantr ·
Hello, my role in the company I am at is a tier 1 helpdesk tech. I have worked tier 2 desktop support before but had to accept a lesser role due to lack of employment options but I have several years of experience in the industry. -just some random backround info

Anyway, my question, I am looking for a utility or script that can be used to look up basic computer information of any user that calls in; IP address, mac address, computer name, serial number of the workstation, client side app verstions... etc etc. The more the better. Alot of the users I deal with don't have english as their first language so getting this info has been my biggest challenge, let alone some users inability to follow simple instructions on how to give me this information. I do know different areas of diferent applications to get some of this required information through lotus, AD, server logs etc, for example, I can find the name of the workstation of last workstation that was assigned to a user in lotus notes... ping the name and get the ip address etc etc.. but this is time consumeing. What I was looking for was something that I can do a general search given a particular string, give it ip address, phone number assioated with the account in AD, user name, display name, whatever... does such a utility exist?

I did work for an org in the past that had a tech created utility that did this but was in the very eairly stages of development and was extremely specific to the org we were working for.

things to note;
-general elevated privlages in AD
-basic understanding of scripts and how to edit them
-nothing to be installed client side only on the tech's side

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Management Agents

by BFilmFan In reply to utilities for a helpdesk ...

The only way to gather that information is from multiple sources or have an agent running on each system that is sending it to a central database.

If it was easily done, there wouldn't be millions of dollars spent each year on management agents like Altiris, SMS, Tivoli, etc.

You didn't say if this was consumer or corporate Tier 1 support, which would make a difference in how you could gather that information. So which is it?

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responce

by johnsongrantr In reply to Management Agents

It is corporate tier 1 with 90% of our call volume being in the same domain tree of which we had AD admin rights. Local administration is non existant at our level.

the other 10% being tele workers that mainly just use web apps and for those calls manual steps obviously have to be taken.

We do use altiris but using the web based administration to find this information is as slow if not slower than having to ask the user to find this information for us.

I understand that it's not an "easy process" I was just wondering if I was just overlooking a utility that already existed over something that would have to be made from scratch.

just one example I have a script that pulls the serial number out of the bios through ad remote management, very usefull tool, and could be fairly easily intergrated into a all in one setup if it existed. (posted script at the bottom)

I'm not a project manager or a lead tech, so the budget on this has to basically be free use unlike the solutions you mentioned. I am sure you are experienced and know the availability of the software out there so I guess I have my answer.

I will try and pool my resources and see if I can't finish the script that I mentioned in my first post


ComputerName = InputBox("Enter the name of the computer you wish to query")
winmgmt1 = "winmgmts:{impersonationLevel=impersonate}!//"& ComputerName &""
'WScript.Echo winmgmt1
Set SNSet = GetObject( winmgmt1 ).InstancesOf ("Win32_BIOS")
for each SN in SNSet
MsgBox "The serial number for the specified computer is: " & SN.SerialNumber
Next

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