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