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  • Pepper graySpice (47) flagReport
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  • We are hanging in and blocking cloud access because of the need for the checklist functionality.  

    Pepper graySpice (11) flagReport
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  • Tick550 wrote:

    We are hanging in and blocking cloud access because of the need for the checklist functionality.  

    To be clear, you're talking about being able to reuse a checklist, correct? CHD currently supports checklists, they are just unique per ticket.

    0 of 1 found this helpful thumb_up thumb_down
  • We are on CHD. The functionality that I would like to see (and honestly I haven't checked lately so... whoops) is:

    Azure Active Directory SSO (or at least authentication) for helpdesk and employees of company, and a choice for third-party SSO or normal logins for 'other' people. Or, a standardized thing like Oauth or SAML2.0 or whatever is the latest, safest way to do that sorry if thing that works with most of those services like AAD. We are a k-12 academy, so this functionality helps alleviate many issues we could have. I don't want an agent syncing AD and I would love a 1-time SMTP match when first enabled. We love Spiceworks and already see the Google login....

    Sub-tickets. We had just started using sub-tickets prior to moving to CHD. Then we moved to CHD and there are only checklists. Sometimes tickets need to keep the current contact but the ticket really had spawned another ticket that relates to someone else. The original ticket is dependent on the completion of this task but the... well, here is an example.

    An office manager puts in a ticket for a faculty member. The office manager doesn't want to know the ins and outs of things, but they want to know when things are done. We need to communicate with the faculty member (and document that communication). So now we have to create another ticket for that faculty member. When we are done with it, we have to find the office manager"s ticket and then fill them in and close it..... anyhow... hope that helps.

    Also, the KB section is still mildly confusing as to what audiences can view which section. I know this because I have had other team members ask me.

    Anyhow, overall we love the product. Will these stop us from using your systems? No, but they would enable us to provide greater functionality and make use of a larger breadth of your services.

    Also, they would increase the security of the system.

    Pepper graySpice (11) flagReport
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  • This is great feedback and actually echoes not just a lot of feedback we've received from others but also a lot of our own internal conversations on what a solid foundation is for CHD before we start building past that (ie, what are table stakes vs really nice-to-haves). I'm, of course, biased, but I think you'll be happy with some of our upcoming updates.

    Pepper graySpice (2) flagReport
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  • We just migrated to CHD from an on-prem setup and it seems that our KB entries didn't migrate along with the ticket import, which was a bummer. Also, I think that some other functionality was part of a plugin, but editing ticket entries was a feature that I used often. That and sub-tickets would make CHD awesome.

    Pepper graySpice (7) flagReport
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  • It might sound like a small thing, but I've spent some time over the past couple of years finetuning and customizing our on-prem setup to better suit our organization. I understand CHD is not as flexible in this respect. 

    For example, my email notification template has evolved to the point where it's over 300 lines long, and the end-user portal has become a more robust notification centre.

    I would hate to lose the very things that went into the decision of choosing the Spiceworks platform over other competitors.

    Pepper graySpice (18) flagReport
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  • As a company that has health clients, any vendor that stores data that may contain any identifying information of a client is Protected Health Information and subject to HIPAA/HiTECH regulations.  So, if a ticket contains any data that can identify a client, the vendor must be HIPAA-compliant.  (i.e. - Ticket like, 'client Firstname in the Electronic Health Records app is locked.')   


    Because of this, we specifically chose your HDS solution as the Desktop solution was old and going to die. Will you be making sure it is HIPAA-compliant and willing to sign a Business Associate Agreement (BAA) so we can use your cloud product?  If not, you then eliminate any and all health organizations where the ticket could contain any ePHI.
    Pepper graySpice (35) flagReport
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  • Gr8BrittonBG wrote:

    As a company that has health clients, any vendor that stores data that may contain any identifying information of a client is Protected Health Information and subject to HIPAA/HiTECH regulations.  So, if a ticket contains any data that can identify a client, the vendor must be HIPAA-compliant.  (i.e. - Ticket like, 'client Firstname in the Electronic Health Records app is locked.')    

    Because of this, we specifically chose your HDS solution as the Desktop solution was old and going to die. Will you be making sure it is HIPAA-compliant and willing to sign a Business Associate Agreement (BAA) so we can use your cloud product?  If not, you then eliminate any and all health organizations where the ticket could contain any ePHI.

    From the FAQ about the CHD product:

    "Does it meet HIPAA compliance requirements?

    No. The Spiceworks Cloud Help Desk is not an approved medical system or service nor will Spiceworks enter into a HIPAA business associate agreement. The application can be used as a help desk service but no protected health information should ever be included or stored in Cloud Help Desk. While Spiceworks actively adheres to security best practices when handling sensitive data (such as Personal Data), our users need to follow common-sense practices when using our service. Make sure to check out our Security Center for more details and information."

    (https://community.spiceworks.com/support/help-desk-cloud-edition/docs#faq)
    Pepper graySpice (4) flagReport
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  • I guess I'll start finding a replacement now, then.  :-(  That is a bummer that y'all would decide to kill off the OnPrem but not offer a HIPAA-compliant version.

    Pepper graySpice (36) flagReport
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  • Sadly, the lack of HIPAA compliance in the cloud version is a great disappointment, just as we are setting up the on premise server helpdesk.  Back to the drawing board.

    Pepper graySpice (25) flagReport
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  • So, when will the cloud version actually support same things as the on premise inventory?

    Last I checked it a couple of months ago it was missing a LOT of functionality.

    Pepper graySpice (18) flagReport
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  • Same with us. Im curious what you guys will look at. We have looked at a few. Shoot me a DM if you want. 

    Pepper graySpice (1) flagReport
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  • I just got the email notification.

    " This year, we're planning to deprecate and "end of life" the Desktop solution."

    Its sad to see this great product disappear.  I understand the reason.

    I unfortunately cannot switch the cloud version as it would not meet our strict security requirements when it comes using cloud services.

    I will continue to interact with the community feed of the site.

    Time to move onto another on-prem solution.

    Pepper graySpice (22) flagReport
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  • I'm not sure Spiceworks actually understands what this move will mean.  My organization and every other organization under HIPAA constraints will be forced to stop using it.

    That's what, maybe 10-15% of everyone using Spiceworks today?  I'd not gotten the impression Spiceworks was doing well enough to voluntarily drop 15% of their user base.  Maybe they are doing better than I thought.

    Pepper graySpice (29) flagReport
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  • I'll echo Gr8BrittonBG​ and ivanidea.  We took the steps to lock down the on-prem solution because operating a helpdesk in a healthcare environment will ​always include HIPPA/ePHI.  We'd hate to leave but we'll also be looking for an alternate solution.

    Pepper graySpice (14) flagReport
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  • I've tried multiple times to setup HDS but it will refuse to import our existing tickets every time. Plus now that you wont be working on HDS there's not much choice left for us but to move onto some other option unfortuantely.

    I've used Siceworks in one form or naother for about 12 years now. I'm sure I'll still frequent forums/discussions, but it will be a bummer to leave behind what I considered one of the best helpdesk options for a small business. 

    As I write this our 34,518th ticket just came in. It's been a long run!

    Pepper graySpice (19) flagReport
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  • This is terrible news (I've just received the email too) We always knew we'd have to migrate away from the old codebase, but expected Help Desk Server to be the spiritual successor with most of the features built in. This seems a massive backwards step to force IT Admins to Cloud software, when we were very happy with on prem.

    Pepper graySpice (18) flagReport
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  • I'm going to miss a lot of the functionality that the desktop inventory provides. The purchasing aspect of it is a huge loss since I think it was really helpful to track IT purchases. Is the goal to incorporate a lot of the desktop features into the cloud version? I tried the cloud version and it doesn't give nearly the amount of detail as the desktop version.

    Pepper graySpice (6) flagReport
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  • We ONLY use the self-hosted version for inventory.  The last time I looked at the cloud inventory, it was extremely lacking in features and reporting and absolutely not an option.  If that's gotten better, there's still the issue of it being cloud based and regardless of whatever security claims, there's still the concern of sending data to the "cloud", not to mention HIPAA concerns, etc.

    So where are we with on-prem inventory? Is it also EOL and the only recommendation is to move to cloud inventory?  Will on-prem just no longer be supported, or will it cease to function at some point?  Can existing historical inventory data be migrated to cloud?

    Thanks...

    Pepper graySpice (13) flagReport
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  • This is very sad news. I've been using Spiceworks Desktop for many many years. Hopefully you will change your mind as the solution is amazing. 

    Pepper graySpice (12) flagReport
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  • I have been using this product regularly since 7.5 became mainstream, only to find out development on the product would no longer take place in 2018.  I can live with the Cloud Helpdesk portion as the interface and functionality is quite similar or the same.  

    However these (some with plugins) are critical for me that I am not sure are implemented on the new Cloud or Local versions:

    -checklist templates (containing the same 20+ checklist items) - important for a specific form that I need staff to fill in

    -rules to CC email certain staff on the submission of that said specific form

    -no purchasing module, allowing me to list purchased items and linking ownership to PEOPLE

    -unable to add custom attributes to DEVICES - this is a killer. So many reports I run rely on this ability to categorize and report on DEVICES that staff use

    Does support ending at the end of 2021 mean we can't actually logon to Spiceworks 7.5 in 2022?  I would still run the 7.5 version for my Devices and Purchases going forward if I have the ability to do so...

    Pepper graySpice (9) flagReport
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  • Nick_Cantara wrote:

    I'm going to miss a lot of the functionality that the desktop inventory provides. The purchasing aspect of it is a huge loss since I think it was really helpful to track IT purchases. Is the goal to incorporate a lot of the desktop features into the cloud version? I tried the cloud version and it doesn't give nearly the amount of detail as the desktop version.

    Yes, that is the goal, although obviously it is going to take time to get to feature parity.  Sorry.

    Pepper graySpice (3) flagReport
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  • As an early adopter of Spiceworks at a previous company I find this very disappointing. I remember figuring out how to migrate from Track-IT into Spiceworks. I even wrote a guide that others used for years to also move their data. There is a major security risk having the helpdesk in the cloud. You never know when a user will send an attachment they should not, along with not being able to verify the security of the app and infrastructure behind it. Not to say any of the companies using it that have to have mandated security controls around their products. On top of that CHD version has nowhere near as many features as the desktop application. Ticket rules which allowed us to automatically assign tickets didn't exist months ago. I was looking into other on-prem helpdesk solutions before my company was purchased and it became a non-issue. Sadly if/when I move to another company I will not be able to look at Spiceworks as an option.

    Pepper graySpice (17) flagReport
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  • For what it is worth we are on the on-prem (HDS) server (because we like to control our data) and it is working well.  Set it and forget it like the old one. Not sure how hard it is to maintain but I hope Spiceworks reconsidered and keeps HDS it alive.

    Pepper graySpice (13) flagReport
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  • As long as that's the ultimate goal and progress is being made over time! It will be nice to not have to worry about local installations even though the desktop version will be missed...

    Pepper graySpice (3) flagReport
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  • I just got the email too.  Very disapointed.  Have been using SW on prem for a decade.

    If its just a matter of revenue, then charge me a few bucks a month to pay for your development.

    The cloud hosting has to cost you a fortune, compared to on premises.

    So basicallly the roadmap is that you will move all to the cloud then start charging for anything but a basic use scenario.

    We have many other solutions we can use, but SW just works and has years of tickets and information in it.

    I guess Itarian and others will be getting more business, and SW will eventually die off as a premier site for sharing IT knowledge.

    C'est la vie

    "The only thing that is constant in life is change".

    Pepper graySpice (13) flagReport
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  • Our sticking point has been regulatory compliance since day 1. We don't have the option of adopting a non-HIPAA compliant cloud solution. It doesn't really matter how great the cloud product is. If the rules say you can't use it, you can't use it.

    It also doesn't really matter that the official stance is "don't put PHI on it" for the CHD so as to workaround HIPAA requirements. If the possibility exists then risk is associated with adopting the platform. That's a risk I don't see any healthcare organization or MSP that supports healthcare willing to take as the potential penalties far outweigh any possible benefits.

    We saw the writing on the wall some time ago and began migration to an affordable helpdesk solution that also meets regulatory requirements.

    Pepper graySpice (13) flagReport
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  • Very sad we will have to drop it too because of HIPAA, cant count on the end user not slipping up and adding the wrong info in a ticket :(

    Pepper graySpice (7) flagReport
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  • The writing has been on the wall for a long time, and I'm not surprised by this at all.

    The right thing for Spiceworks to do in this situation would be to open-source the on-prem software, maybe help set up a foundation.
    I doubt that's going to happen though.
    Pepper graySpice (12) flagReport
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  • ZebraMike wrote:

    ...If its just a matter of revenue, then charge me a few bucks a month to pay for your development...

    Very much this.  My CFO wouldn't blink at an $1,000 annual maintenance license.  We spend more for products which do less.

    Pepper graySpice (11) flagReport
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  • We moved to the OVA version from the Windows server install believing it was the natural and long term successor.
    There's still not functional parity between the versions (reports, plugins etc). Thought the HDS appliance was a work in progress so its a shame to see this is also not going to be long in development plans (unless that changes).
    Also thought the separation between HDS and inventory was a bit of a backwards step.
    We'll also be mentoring the situation as I'm not looking to progress to a cloud based solution yet.

    Pepper graySpice (6) flagReport
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  • I will add my name to the ring (yet again) of those in favor of the on-prem solution. It has probably been a year or two since I last looked at Cloud, but it has always lagged AGGRESSIVELY behind the functionality within On-Prem.

    We will be pursuing a different Help Desk solution.

    Pepper graySpice (16) flagReport
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  • I would assume at this point in time there's probably tens of thousands of spiceworks desktop installations? If each installation paid 20 bucks a month that would be stupendous revenue.
    I would think that it would make spiceworks profitable.

    Pepper graySpice (5) flagReport
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  • I'm with everyone else on here about the HIPAA compliance. I am going to have to find another solution. While we all know to not transmit HIPAA data, it's almost impossible to diagnose an electronic claim issue without adding that info to a ticket. Having them create a ticket and then send a secure email with the HIPAA information in it, referencing that ticket is NOT going to happen, so everything will go back to dumping into my email account again. I have spread the good word about your product every chance I could since version 4 I believe and while I understand that the future is in the cloud, there are still a fairly large group of us, that just can't go to the cloud.

    I'll be sorry to see such a great product go away for us.

    Pepper graySpice (9) flagReport
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  • Just to confirm, we can stay on the desktop version after 6/30/21, we just have to know it isn't being developed/patched, correct?  I have no interest in staying on an unsupported platform but also don't have the bandwidth to get a replacement evaluated and online in two weeks.

    Pepper graySpice (10) flagReport
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  • Adding to the list of organizations that will be dropping Spiceworks due to the lack of HIPAA compliance with the CHD.  It looks like there's a lot of us in the same boat - if anyone finds a free/low cost (we're a nonprofit) alternative they like it would be great to share.

    Pepper graySpice (14) flagReport
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  • We require OnPrem solutions so I guess this will be goodbye for us also. The cloud may be right for most organizations and businesses, however we do not place our data in a cloud only product. We  prefer to maintain physical control over our data. Too bad, the HelpDesk was a big success for us here.

    Pepper graySpice (14) flagReport
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  •  A quick search brings up these as potential replacementsOpens a new window:

    But, each of them has the same cons, slower response, slower ROI.

    No other solution that I have found has as much going for it.  

    Damn.

    Pepper graySpice (4) flagReport
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  • We still have time, the product won't be totally EOL until the end of the year.

    I suppose it will be like when Google stopped supporting Picasa, the product still works, sorta, but won't connect to the cloud in any way shape or form.

    And I was wrong, we have been using SW since 2008.  So like 13 years now.

    A good run.

    Pepper graySpice (3) flagReport
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  • I've been using the on-prem HD for 10 years or more and contributing to this community under several accounts linked to several employers.

    Through my last 3 or 4 employers, the goal has always been securing everything back out of cloud and into zero-trust on-prem datacenters. I know, SW was hardly zero trust since the move to cloud-based authentication, but it was one of those things we've always made an exception for because the software was so good, the community has always been outstanding, and we've never been able to catch our data leaving prem.

    I'm sad to see you go. We'll be paying $$$$ for an on-prem solution rather than migrating out to the wild wild west.

    RIP SW 

    Pepper graySpice (5) flagReport
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  • Because of the way we use our Spicework Helpdesk I cannot move us to any cloud helpdesk.  Our users request and receive PII via our helpdesk.

    Pepper graySpice (13) flagReport
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  • Just got the email. Not surprised, but very disappointed. I've been a Spiceworks customer for over a decade. Loved it so much with a previous employer, I added to the environment with my current employer. We don't use the help desk function at my current employer, we're way too small to really need it. I've been using the desktop app here for over 6 years to track inventory and purchases; something the cloud based solution does not appear to handle well. That's a lot of inventory history we're going to lose when I find a replacement product.

    Looks like the only thing Spiceworks related I'll be using going forward is the Community. With all the great contributors that make it a go to place for IT assistance, it's no wonder it's often a top hit for answers in web searches.

    Like others have said, we would have no problem paying for the on-prem version if they maintained it.

    Farewell Spiceworks. It was a great ride.

    Pepper graySpice (7) flagReport
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  • So long Spiceworks, we all know its about the almighty dollar.  We even paid to have the ads removed for many years, until that stopped working.  Didn't really use your inventory or other features as our network was far too large for it to ever complete.  Between HIPPA compliance and just lack of features on the hosted environment, what did you really expect? 

    Somebody else will come along with a new solution.  Thanks anyways.

    Pepper graySpice (6) flagReport
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  • Well, we can always hope that the Spiceworks management may change their minds and continue to develop the on premises solution.

    But if wishes were horses...

    So, what we have right now, AFAICT, is OSTicketOpens a new window, UVDeskOpens a new window, and am sure there are others, nothing with all the features of SW, so far as I can tell. 

    Pepper graySpice (1) flagReport
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  • Thank you Spiceworks Team for this notification.  Couple questions.

    1) You are discontinuing SpiceWorks Desktop, but not SpiceWorks Help Desk Server?  Honestly, what's the difference, and how do I know what I'm using?  I have Spiceworks installed on our Microsoft Server 2016, using AD Sync.  Everyone can log into our ticketing system, while logged onto the domain.  (i.e. helpdesk.ourdomain.com)  Am I running the server version, that will continue to be supported?

    2) Do you offer a paid version of the Cloud HelpDesk for HIPAA requirements?  We require all third parties to sign our BAA, before we store data in the cloud.

    REASON:  It's possible that someone could open a ticket with identifying information.  We have an email receiver that creates tickets, which makes it easy.   As such, we need to error on the side of strict compliance, so that any Personally Identifiable Information is accountable for.  Per the law, we can still be held accountable for third party actions regarding compliance.

    Conclusion:  It would be very helpful to know how long your Spiceworks Help Desk Server will be supported for.  We may need to consider moving to that, if we are running the version that will be discontinued.

    Pepper graySpice (3) flagReport
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  • As one of Spiceworks first 1 million users (started with version 3.6 - at least that's what my badges say though honestly I've been using it for so long I can't put a date to it), I am deeply saddened by the decision to completely drop the on-premise solution.  Unfortunately this means I will be joining the long list of users who will be forced to drop this great product which we have relied on for so long.

    Pepper graySpice (10) flagReport
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  • AnthonyTechGuy wrote:

    Thank you Spiceworks Team for this notification.  Couple questions.

    1) You are discontinuing SpiceWorks Desktop, but not SpiceWorks Help Desk Server?  Honestly, what's the difference, and how do I know what I'm using?  I have Spiceworks installed on our Microsoft Server 2016, using AD Sync.  Everyone can log into our ticketing system, while logged onto the domain.  (i.e. helpdesk.ourdomain.com)  Am I running the server version, that will continue to be supported?

    2) Do you offer a paid version of the Cloud HelpDesk for HIPAA requirements?  We require all third parties to sign our BAA, before we store data in the cloud.

    REASON:  It's possible that someone could open a ticket with identifying information.  We have an email receiver that creates tickets, which makes it easy.   As such, we need to error on the side of strict compliance, so that any Personally Identifiable Information is accountable for.  Per the law, we can still be held accountable for third party actions regarding compliance.

    Conclusion:  It would be very helpful to know how long your Spiceworks Help Desk Server will be supported for.  We may need to consider moving to that, if we are running the version that will be discontinued.

    Hi Anthony,

    1--You should be able to tell what version you are running from the settings page.  Brendan tells me that Legacy lists the version right at the top, so if it doesn't, maybe you are on HDS.

    2--We do not.

    We are going to decide at the end of the year about HDS... we really do not know yet.  I believe the reason that we aren't doing anything with it now is the low adoption rate.  If that changes from people moving over from legacy, then we will continue to develop/support... but that just isn't something we can predict right now.

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  • Continuing looking for replacement, found MeshCentral,Opens a new window free.  Not the same, but similar.

    Pepper graySpice (6) flagReport
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  • I don't know what research has been done but I'd bet money lack of inventory support is why the HDS has a low adoption rate. I looked at it just 2 weeks ago and immediately deleted the vm when I saw it lacked even basic inventory functionality. If you need inventory you either already made the jump to cloud or you use the desktop app. My at home instance might move to the cloud but I bet my company moves on.

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