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Hi

Following a merger, I am going to need to put in a single SW Helpdesk on prem server for ca. 600 end users with up to 25 Helpdesk staff. I am guessing 50-100 tickets/day and we will make use of the Portal for users to submit tickets although many will submit via email.

We’d use fast i7 CPU with SSD HDD : But will this be sufficient if we use remote agents for network/device/software scans ?

I look after 2 existing SW installs, one of which (with 5 years of tickets) does struggle to manage the load at times. Hence my question.

Thanks !

John

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In a word: virtualize!

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How many devices are you planning on scanning through the inventory module? That plays just as important a part as number of tickets. Also, how long are you planning on keeping this Spiceworks instance around?

You’ll start running into performance issues around 10,000 total tickets (about 6 months to a year based on 50-100 tickets per day and assuming M-F as a normal week). This is a limitation of the SQLite database Spiceworks uses, and it doesn’t matter what hardware you throw at it or if you virtualize. At this scale, I would definitely look at the Cloud Help Desk product:

https://community.spiceworks.com/support/help-desk-cloud-edition

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Thanks

a) Scanning : My plan was to use remote agents to do scan and ‘report back’ to the SW server.

b) 10,000 Tickets : If this is the point where SQL Lite is the limit, this explains the performance issues on our 5 year old install. Does the Cloud desk run full SQL to overcome this ? What about ‘security’ when it comes to allowing Cloud SW to scan LANs ?

John

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There are performance considerations with this as well. I believe you start running into issues after around 100 agents reporting to a single Spiceworks server. You can overcome this by having multiple Spiceworks servers set up as remote collectors and have them report back to a central server.

Spiceworks Cloud products have their own back-end that I’m not sure of, but perhaps Jackie (Spiceworks) can weigh in on that. Also note that Cloud Help Desk is help desk only. They have a separate Cloud Inventory product that I haven’t gotten a chance to work with yet, so I can’t comment on that. I’m sure Jackie can comment on that as well.

@jackie

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Apologies

I used Remote Agents where I meant Remote Collectors.

Thanks

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I’m actually not involved with the Cloud Help Desk, but the infrastructure is completely scalable and should be much more adept for handling large numbers of tickets. Same with Cloud Inventory. For Cloud Inventory, you install agents on each desktop you want inventoried, and they reach out via HTTPS - there is no way for us to talk inside voluntarily to your install.

Jackie.

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Just for a data point, we’re running SW on-prem, Help Desk only. We just passed 16,350 tickets and our SW installation/database/log/backup folder eats 26.5GB. 56,277 files/17,618 folders. We occasionally attach JPGs and PDFs to tickets, but most of them are text only. I’ve not done any deeper profiling than Properties to see what all that activity is.

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Could you give comments on OnPremise edition, were there any changes that would make it scalable.

We have 800 heads to take care off and a large number of calls each day, so 10.000 tickets per year could be filed

@jackie

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There have been no scalability changes made to the current version. We are looking at alternative options for on-prem that has more modern technology and is more scalable.

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More info on that here:

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Thanks! Half the time I can’t find the link.

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Thanks to all who replied. So in summary :

Performance of the on prem SW install will deteriorate when the ticket count exceeds 10,000 due the limits of SQLlite.

The cloud Helpdesk option has much more capacity (doesn’t use SQLlite) but lacks the inventory scanning of on prem SW.

There is a cloud Inventory option but this is basic compared to the on prem version.

An on prem version of Cloud SW is in development but unless I have missed this there is no information on

  • Possible timeframe

  • Costs, ie will it be free as per V7.5.x

  • Will it retain the Inventory scanning capability of V7.5x

I am a few months away from having to decide where go with Helpdesk solutions so I will look out for announcements.

Thanks again

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Also, they are all completely separate products, so you could use the cloud help desk and the on-prem software just for inventory.

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Thanks for that but you do lose the link between Inventory & Tickets

But Hey - Its free !!

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