[CentOS] need trouble ticket system

Ray Van Dolson rayvd at bludgeon.org
Mon Mar 30 21:43:38 UTC 2009


On Mon, Mar 30, 2009 at 02:37:35PM -0600, Steve Lindemann wrote:
> Dhaval Thakar wrote:
> > Hi,
> > 
> > I need to implement trouble tracking system,
> > we have 250 users in one premise & 3 desktop support technicians.
> > 
> > I need to implement trouble ticket system, where user will enter their
> > application / other issues. Mail will be sent to technician available on
> > duty.
> > trouble ticket will be provided to user & will be given close stat once
> > resolved.
> > 
> > Kindly suggest me one such application based on open source.
> 
> While I'll admit it takes some tweaking for the purpose, I'm surprised 
> no one has mentioned bugzilla.  It's a little bit of work to setup as a 
> helpdesk trouble ticket system, but it does work at the task reasonably 
> well.  When I put it up here there wasn't as much to choose from that 
> provided the flexibility we needed then.  The only real grief I've seen 
> is the multiple checks required to fully close a ticket (bug) are a bit 
> much for a typical helpdesk.  They make perfect sense when dealing with 
> software bugs... 8^)
> 
> We've been looking at replacing it with something less complex but 
> haven't found anything yet that makes it worth the trouble for us to 
> change.  Try several and find the one that works for you.

Trac and redmine might also work fairly well for you although they are
more in the vein of bugzilla (though lighter weight) than geared
towards help desks.

Ray


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