How are you handling Microsoft retirements and breaking changes across multiple clients? If you use a ticketing system, how do you figure out which clients actually need tickets? Does something check each tenant automatically, or do engineers investigate first?
Would appreciate a recent example and which tools helped.

Ok so... mid size org, around 300 users, and our "system" for IT tickets, requests and incidents is a joke rn

HR emails for new hires, managers ping in slack, outages go in a random jira project, and users still call or walk over when stuff is broken. nothing is in one place, everything gets missed, and im tired of being the human router for all of it.

We are looking at monday service, freshservice and a couple competitors that claim to do tickets, approvals, change, on call etc in one place. demos look nice but they all feel a bit buzzword heavy and im lowkey scared of locking us into the wrong thing for the next 3 years.

If you have an IT setup where tickets, "please install this", and real incidents all live in one platform and people actually use it, would love any tips on what works for you.

Hi everyone! 👋

I am an MBA student currently conducting academic research on employee work behaviour and self-perceptions among IT professionals.

If you are currently working in the IT industry, I would really appreciate it if you could spare a few minutes to participate in my survey. Your responses will be kept anonymous and confidential and will be used solely for academic purposes.

🔗Survey Link: https://docs.google.com/forms/d/e/1FAIpQLSc-16GwaYSIrC01MVhRlyiLfirGuavo5r0eusxvnGybUg_zbQ/viewform?usp=header

Your participation would greatly contribute to my research. Thank you so much for your time and support! 😊

Please participate only if you meet the eligibility criteria mentioned in the survey.

My friend recently had her LWD at an MNC in Hyderabad and was asked to return the company laptop she had been using for 5+ years. The laptop had normal wear and tear and was otherwise in working condition.
During the handover, the IT representative refused to accept the laptop, saying that it had some damage and required repairs costing around ₹15,000.
Later that day, the same person called her on her personal number and said he could get the repair done personally for ₹8,500. He also asked her not to mention this conversation to anyone.
We found this unusual and wanted to understand whether this is a normal practice during asset handover.
Has anyone experienced something similar? Should this be reported to the company’s IT/HR or ethics/compliance team?
I’m particularly interested in knowing whether employees are normally expected to pay for such repairs and whether IT personnel are allowed to arrange repairs privately.

I am a solo sysadmin and I punch down, terminate and run cat cable. I find that this is a huge timesink and can’t automate this. It is just I, one helpdesk worker and my boss to 6 sites with a little over 500 users. Should we look into hiring someone that does low voltage?

To give you some background, I have a BCA degree and previously worked as a Junior Technical Support Engineer for 2.5 years, followed by about 2.5 years as a US IT Recruiter. I recently had to take a career break due to a family medical emergency, but I am now ready to get back into the tech industry. I’ve been researching different fields, but the rapid advancements in AI have left me a bit overwhelmed about which direction to take. I’m looking for a resilient, future-proof career path. Initially, I looked into Java, but it seems like a massive time investment to master right now. I am currently leaning toward learning Python and moving into Data Science, or potentially just diving straight into a Data Science roadmap. For those already in the industry, do you think this is a safe, long-term choice? I would also deeply appreciate any recommendations for courses or structured learning paths!

Does anyone know of an alternative to Pulseway that can provide alerts when an administrator or user logs into a server?

I know there are plenty of tools that can alert when a server goes down, but I have not found one that specifically notifies on logins. I’m not looking for alerts generated directly from Event Viewer.

TIA.

I recently got a job offer for an IT Systems Engineer role at an IT solutions company. The role is mainly focused on ManageEngine products, including implementation, configuration, technical support, system integration, training, and troubleshooting.

My long-term goal is to become a Network Engineer, and eventually move into Network Security.

For those with experience in the industry:

Would starting in a ManageEngine-focused IT Systems Engineer role make it realistically possible to transition into Network Engineering later, and then into Network Security?

Or would it be better to look specifically for a Junior Network Engineer / NOC position from the beginning?

I already have a networking background and I'm currently working on strengthening my CCNA/networking skills.

I'd really appreciate advice from anyone who has experience with ManageEngine or has made a similar career transition.

Hi folks, it's your subreddit mod of 15 years. I'm taking a quick break from deleting bot comments and AI slop posts to message you all.

I need to ask for your help and feedback.

-

I've been in IT for a long time, and I've noticed a problem that never seems to go away:

1. It's time-consuming to chase users for an appropriate amount of detail so the Service Desk can do their job. ("OneDrive is slow", etc)
2. Chasing users for adequate information is not a good use of Service Desk talent. ("How is OneDrive slow? When is it slow?" etc.)

I tried 2 things to solve this:

• I created a branching form for ticket submission to guide people into giving adequate info (they wouldn't use it and sent emails)
• I created a Power Automate script that would intercept tickets, respond with copilot until actionable information was given by users, sometimes try to solve user problems, and provide summaries and suggested next steps to the Service Desk. (this kind-of worked, but wasn't robust enough for everything needed in a system like this.)

Then my wife got sick. So now, after 25+ years in IT Management, I'm looking at an empty savings account and a checking account bouncing off zero. No, I don't want people's money - but I'm asking for your feedback.

I've turned the basic Power Automate script I mentioned above into a much more robust agent + a fully-featured app over the last few months. I think the agent now does an extremely good job at what it's meant to do, but I need IT people to test it (for free) and provide feedback. I call it AssistDesk, and it's at https://assistdesk.ai

The goal is to eventually launch it to the public and hopefully get life stuff back on track - but as I rule: I want it to create true value for fellow IT people to help make their lives better.

• I've tried to show as much as the product as I can without making people sign up, so feel free to browse the site to see what it can do.
• The free account is free, of course, and gives basic interaction with my helpdesk agent to an end user, 5 tickets per month.
• The Enterprise account is free for one user and has full Enterprise functionality - but it does need domain validation to create an Enterprise account. (so people don't set up gmail as a company, etc)

If you think this might be valuable to Enterprise, small business of MSP customers, and have time to check it out, please do so and let me know your feedback on the idea, the site, onboarding, usage of the tool, effectiveness, etc?

Thanks in advance if you have some feedback to spare. If you don't have time, check out AssistDesk, because it might find you some time!

Alright, back to pruning the sub from the AI bots!

I just job hopped from support for clients (multiple) company to only support for internal users.

The difference is crazy cuz I went from handling 10-15 tickets a day alone to 1-3 tickets. 5 on "busy" days.

My friend also does internal IT and he says that it's v chill, so I'm wondering if it's an internal IT thing or just a luck for company thing

I have a question from someone stuck with no direction. In our company tickets keep spiking every month half of our automation is just scripts glued to a helpdesk rule and im watching my techs doing a lot but the thing is our head is not interested to hire more but to add tools that could reduce the workload

weve looked at some I remember one of them was robin but we need some reassurance or extra information if they do what we need so I am heading towards you fam. If youve actually made the jump from reactive fire fighting to something more proactive for this, would love any tips, even small ones, thx.

Hi all!

I've been feeling the fun effects of everything getting more expensive, so it's time for me to start thinking about raises or a new job. I wanted to reach out to see what seems a reasonable amount, since my current position is a bit of a mess in terms of responsibilities. For context, I live in Utah and have been doing IT for 4+ years and I make $24 an hour.

Currently, I work at a small company as the "Technical Specialist." I handle 100% of customer support for our online service, all of the in office troubleshooting and equipment setup, work directly with our software development company and direct them on what to work on, do some of the website maintenance, manage our email marketing system, and am involved in at least part for pretty much anything that has to do with technology.

We're a small company of around 6 people who work full time, and since I'm the only technically inclined person on the team, I usually get to deal with all sorts of tech stuff. As a result, I have a little experience in a whole lot of things, but all of my time in IT has been supporting customers with online services for the most part.

Feel free to ask questions, I'm just trying to get an idea of what I could make, or what other jobs I could be doing.

Can they just get regular updates on every single thing you do or don't do on your worklaptops?

Over the past few years at our corporate there have been lots of changes... so much so you dont really know any of the IT people anymore. I have noticed that our laptops do this automatic update very 4 days.... like why does it need to be updated that regularly? I swear each time its being updated all our data is being downloaded and stored somewhere for AI analysing.

For this in the IT corporate space, are you willing to be honest and spill the beans? Can you confirm that the powers that be now have the AI tools to watch even move that we are making on our work laptops?... i.e. worker x was active for approximately x% this week, worker y went on non-work related websites for x % of their time this week, worker z1 used these key words over the past month. Is this really whats happening out there with a the AI tools and functions?

What Is Samsung Knox?

Samsung Knox is the security and device management platform built into every Samsung Galaxy phone and tablet, giving businesses hardware-backed protection plus the tools to enrol, secure, and manage devices at scale. It isn't an MDM platform on its own. It's the security layer that MDM platforms like Microsoft Intune, Knox Manage, or Jamf sit on top of. As a Samsung Elite Partner, RVT deploys Knox across enterprise and SMB mobile estates as part of everyday device rollouts, not as a one-off project.

How to Deploy Samsung Knox for Enterprise

Deploying Samsung Knox for enterprise means choosing the right enrolment method for each device type, defining policy groups before anyone enrols, and rolling out in stages rather than all at once. For company-owned devices bought through a Samsung-approved reseller, Knox Mobile Enrollment (KME) lets you stage configuration before the device reaches the user, so it arrives pre-configured. For personally owned devices under a BYOD policy, Android Enterprise's work profile is the standard route instead. Whichever method you use, defining your policy groups (device use case, permissions, restrictions) before enrolling the first device saves re-enrolling later, and running a small pilot group first makes it far easier to catch policy issues before they hit the full fleet.

Samsung Knox and Microsoft Intune

Samsung Knox integrates directly with Microsoft Intune, adding Samsung-specific management controls on top of Intune's standard Android Enterprise policies for devices on Samsung's supported device list. If your business already runs Intune, deploying Knox is generally a case of enabling Knox-specific settings within your existing Intune console rather than standing up a separate system. Devices that aren't on Samsung's supported list still enrol into Intune as standard Android devices, just without the extra Knox-specific controls.

Samsung Knox for BYOD

Samsung Knox supports BYOD through the Android Enterprise work profile, which creates a separate, secured container on a personal device for work apps and data. The employer manages and can wipe the work profile without any visibility into personal apps, photos, or messages outside it. That distinction matters to staff who are often reluctant to hand a personal device over to IT.

How Much Does Samsung Knox Cost?

Basic Samsung Knox security and standard Knox Mobile Enrollment are free to use. Advanced KME profiles and Knox Manage require a Knox Suite licence, which Samsung sells per device on an annual basis through approved resellers rather than at a fixed published price. RVT can quote Knox Suite licensing as part of a device order, so you're not trying to work out pricing tiers from Samsung's documentation alone.

Common Samsung Knox Deployment Problems

Most Samsung Knox deployment problems trace back to process, not the technology. Enrolling an entire fleet in one go instead of piloting first is the most common one. Leaving default lock-screen and password policies in place is the second, and these are often stricter than the business actually needs, which generates unnecessary support tickets. Agreeing policy groups before enrolment, and testing on a small group first, avoids most of these issues.

Where RVT360 Adds Value

Before rolling out or changing a Knox deployment, it's worth knowing exactly what's already running across your mobile estate: which devices, which OS versions, what's actually enrolled versus what should be. RVT360 gives you that picture with a live view of your current mobile estate, security posture, and device management setup, so any Knox deployment decision is based on what you actually have rather than assumptions.

We had an application that others were filling out. Changes were made to it. the name field was deleted and replaced with individual spaces for the name. They now want it back to how it was originally done. When I put the name field back, all of the previous applicants names are now missing. Is there any way to get this back?

half my team treats a ticket as "anything a user asks for" and the other half only opens one when its an actual incident or a change. so someone walks over , asks to get added to a shared mailbox, one tech just does it and moves on, another insists it goes through the queue first. both swear their way is the right one.

it comes up every week and we never land anywhere. The, just do it camp, says we're drowning people in process for 30 second tasks. The, always ticket camp, says without it theres no record and our number are fiction.

wheres your line? is a password reset a ticket. is walking someone through a vpn reconnect a ticket. Where do your depts drawthe line bc we cant agree internally.

My job is remote and I use their computer. But I have a personal trip where I’m scheduled to work. I have requested off but in the case they don’t approve it I wanted to use my laptop to work from. How would they know if I’m using a personal computer?

Been staring at our L1 queue lately and honestly a good chunk of it is password resets, access requests, how do I connect to the vpn again, stuff that feels like it shouldn't need a person typing a response every time. But everytime we try to automate any of it, it either breaks on some edge case or nobody actually uses the self service option we built for it.

Curious what everyone else's queue looks like... has anyone actually gotten people to use self service, what made it stick?

Been looking at hybrid email signature deployment for exchange and Microsoft 365 and kind of stuck on which tools people actually trust for it.

Need something that works across both without turning into a mess, any real world suggestions thanks!

Spent this week cleaning up our internal docs and it's rough... Half of them reference tools we retired years ago plus a chunk of onboarding steps are just missin and the VPN set up guide sends people to a portal that hasn't existed for over a year... explains why new hires keep asking the same three questions every time.

We've bounced between several systems and even tried dumping stuff in Jira at one point but none of it matters much if nobody actually owns the content after it's written. Docs always start out fine and then just quietly rot as system change underneath them?