Darrin Khan wrote:

[...] We make good use of RT by Best Practical, it services an ISP and a NOC.

http://www.bestpractical.com/rt [...]

I'd support RT, too. I've made some experiences with Kayako and RT and while I find Kayako far too complex (especially if you want to customize it), RT is just fine for most purposes and it's quickly installed.

RT is one of my top five sysadmin/support tools.

frank

On Sun, Mar 29, 2009 at 03:07:11PM +0200, Rainer Duffner wrote:

as suggest, RT is a good choice. But it requires some thinking and planning in advance, and a good knowledge of PERL-intrinsics on RHEL/CentOS, as it requires around 200 different PERL-module dependencies.

See also the RTwiki: http://wiki.bestpractical.com/view/RPMInstall

It describes how a CentOS-4 user can use a yum repository to deal with the dependancy hell. I heartilly endorce this approach, as I lost two days trying to satisfy the dependancy hell manually.

-----Original Message----- From: centos-bounces@centos.org [mailto:centos-bounces@centos.org] On Behalf Of Eduardo Grosclaude Sent: Sunday, March 29, 2009 2:54 PM To: CentOS mailing list Subject: Re: [CentOS] need trouble ticket system

On Sun, Mar 29, 2009 at 3:45 AM, Dhaval Thakar dhaval.thakar@networthdirect.com wrote:

...

Hi,

I need to implement trouble tracking system,

GLPI may be worth a look

-- Eduardo Grosclaude Universidad Nacional del Comahue Neuquen, Argentina

We use GLPI and it works fairly well. Beyond simple trouble ticket tracking we use the asset piece to track hardware, software tracking has some difficult points, and we are starting to use the contract and financial tracking as well.

Eduardo Grosclaude wrote:

...

I need to implement trouble tracking system,

GLPI may be worth a look

GLPI is more of an inventory system at heart - so it might make sense if you tie the issues to underlying devices (and you can couple it with ocsinventory-ng if you want then inventory to be automatically updated). Likewise if you are doing software development and want the issues coupled to the software version control system you might like Trac.

But RT is a good choice if the intent is to map problems to queues that groups of people will process.

Ray Leventhal 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.

There've been a lot of good recommendations on this thread but to my chagrin, osticket wasn't mentioned.

I've used it with great success and am currently running it for my hosting business (which runs on CentOS).

http://www.osticket.com

Its very very robust and stable, with better-than-average community support.

Of course, YMMV, but I think you'd do well to at least have a look. Feel free to email me offlist if you'd like to see it in action from the admin side of things.

dear all,

thanks for your valuable response. I'll go thorough recommended application on test machine.

regards dhaval http://dhavalthakar.blogspot.com/

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

Since many tickets have complex interdependencies, do any tracking systems happen to integrate directly with FreeMind?

On 3/30/09, Steve Lindemann steve@marmot.org 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. -- Steve Lindemann __ Network Administrator //\ ASCII Ribbon Campaign Marmot Library Network, Inc. \// against HTML/RTF email, http://www.marmot.org //\ vCards & M$ attachments +1.970.242.3331 x116

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