[TriLUG] help desk / trouble ticket software
mpusateri at wickedtrails.com
Wed Jul 20 00:25:56 EDT 2011
Request Tracker does seem to be the most mature ticket system out there. But it is hideous to use and admin. Talk about dated UI design! Couple all that with a software package that has it's own repo b/c it's such a pain to get dependencies right, all I can say is ugh! While it may do what you want, I'd look hard at all options before going down the RT route. At a previous company we deployed Trac the software development wiki, svn browser and ticket system. We made it auth to AD, used a handful of plugins such as private tickets. We disabled the svn browser part. With an added bonus of having a wiki. We could make a self help site and the front page showed known problems, so that we didn't get 10 tickets on the same issue. It would take a bit of plugins and maybe a script or two to make it work. But it's an option. We looked at several help desk ticket systems and couldn't find one that suited all our needs, so we tweaked trac to make it work.
On Jul 19, 2011, at 11:39 PM, David M wrote:
> We use Request Tracker for tickets and have serviced over 6700 tickets in 15 months, auths with AD so when using IE on Win it knows who you are. We use mod_auth_kerb with apache and setting in the RT config. We also use our exchange to capture ticket requests from real world routed through exchange to the RT subdomain, then masquerade out of RT as the top domain. Lots of docs, read carefully, last we tackled this on Centos 4.x and it was tricky, no rpms. Have heard there may be rpms in EPEL now, have not confirmed such. Tricky internally to itself config too until you interweave their logic. Rock solid once setup. Good luck. Not sure if it will meet all your needs.
> On Jul 19, 2011, at 11:20 PM, Chris Bullock <cgbullock at yahoo.com> wrote:
>> We have outgrown our homegrown ticketing system, so we are looking to replace it
>> with something else and wanted to get some recommendations:
>> Currently we are opening 20-40 tickets a day. Looking for the following
>> Authentication with Active Directory
>> Ability to upload files/screenshots
>> have read only users
>> create "sites" where end users (managers) can view only their relevant "sites"
>> Ability of other help desk users to "subscribe" to tickets
>> Create a ticket by emailing ticketing system
>> generate ticket via snmp trap
>> Reporting: user created, owner of the ticket, resolution time, site created
>> under, etc,
>> Since we are healthcare we need to host this inhouse
>> It would also be nice if the same software had project tracking also.
>> thanks in advance
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