CentOS - Jul 2011 - [OT] would any of you recommend a ticketing system?

Hi all, sorry for being OT but would any of you recommend a ticketing system?
We'd like something pretty comprehensive to cover helpdesk and HR stuff as
well as software bugs/requests. There seems to be a million variations
out there.

On Tue, Jul 19, 2011 at 2:32 PM, Kevin Thorpe
<kevin.thorpe at pibenchmark.com> wrote:
> Hi all, sorry for being OT but would any of you recommend a ticketing
system?
> We'd like something pretty comprehensive to cover helpdesk and HR stuff
as
> well as software bugs/requests. There seems to be a million variations
> out there.
> _______________________________________________
> CentOS mailing list
> CentOS at centos.org
> http://lists.centos.org/mailman/listinfo/centos
>
Hi,
We use otrs, it is ITIL compatible. Written in perl, opensource,
possible support.

Am Di, 19.07.2011, 13:32 schrieb Kevin Thorpe:
> Hi all, sorry for being OT but would any of you recommend a ticketing
> system?
> We'd like something pretty comprehensive to cover helpdesk and HR stuff
as
> well as software bugs/requests. There seems to be a million variations
> out there.
Only very few are actually worth installing.

http://www.bestpractical.com/rt/  -> RequestTracker
http://www.otrs.org/ -> OTRS

maybe the one or other commercial one.

I only used RT, but OTRS seems to develop nicely, too.

Both required a lot of Perl-Modules that may or may not exist in the
distribution.

On 07/19/2011 07:32 AM, Kevin Thorpe wrote:
> would any of you recommend a ticketing system?
Redmine:
http://www.redmine.org/

You can give it a try by using any of the the Bitnami virtual-machine
images:
http://bitnami.org/stack/redmine

HTH,
Jorge

On Tue, 19 Jul 2011, Kevin Thorpe wrote:
> To: CentOS mailing list <centos at centos.org>
> From: Kevin Thorpe <kevin.thorpe at pibenchmark.com>
> Subject: [CentOS] [OT] would any of you recommend a ticketing system?
> 
> Hi all, sorry for being OT but would any of you recommend a ticketing
system?
> We'd like something pretty comprehensive to cover helpdesk and HR stuff
as
> well as software bugs/requests. There seems to be a million variations
> out there.
This is not free, but it is very comprehensive, and will 
also probably do a lot more than what you need. I have 
played with the trial demo version last year, and it's got 
alot of interesting features, including billing. It is a 
complete solution for web hosting providers, amongst other 
things.

Kind Regards,

Keith Roberts

-----------------------------------------------------------------
Websites:
http://www.karsites.net
http://www.php-debuggers.net
http://www.raised-from-the-dead.org.uk

All email addresses are challenge-response protected with
TMDA [http://tmda.net]
-----------------------------------------------------------------

On Tuesday 19 July 2011 13:32:50 Kevin Thorpe wrote:
> Hi all, sorry for being OT but would any of you recommend a ticketing
> system? We'd like something pretty comprehensive to cover helpdesk and
HR
> stuff as well as software bugs/requests. There seems to be a million
> variations out there.
OTRS and RT for support and HR. It's a pain to install and configure it 
according to your needs but both work great.

For software I would recommend something like redmine (maybe mantis or trac) 
which supports multiple projects/customers, has repository integration (CVS, 
Subversion, GIT, ...) build in and has a very clean view (otrs and RT tends to 
show too much).

There is no system which fits all requirements for every purpose.

Regards
Oli

-- 
Oliver Schad
Gesch?ftsf?hrer (CEO)
Automatic Server AG
E-Mail: info at automatic-server.com

At Tue, 19 Jul 2011 12:32:50 +0100 CentOS mailing list <centos at
centos.org> wrote:
> 
> Hi all, sorry for being OT but would any of you recommend a ticketing
system?
> We'd like something pretty comprehensive to cover helpdesk and HR stuff
as
> well as software bugs/requests. There seems to be a million variations
> out there.
I use RT for sales and helpdesk (for web hosting clients) type stuff. 
Works reasonably well. Somewhat non-trivial to set up, but work well
once set up.  Warning: it needs all sorts of 'extra' Perl modules,
mostly from RPMForge and somethings there are interesting package
conflicts... Depending on how things are set up, you'll want to
interpose a spam filter.  

http://www.bestpractical.com/?rt=3.4.2

I use bugzilla for software bugs/requests.  RT would work here, but
bugzilla is probably more familar to programmers and is somewhat better
geared to bug reports. 


yum --enablerepo=epel install bugzilla
> _______________________________________________
> CentOS mailing list
> CentOS at centos.org
> http://lists.centos.org/mailman/listinfo/centos
> 
>
-- 
Robert Heller             -- 978-544-6933 / heller at deepsoft.com
Deepwoods Software        -- http://www.deepsoft.com/
()  ascii ribbon campaign -- against html e-mail
/\  www.asciiribbon.org   -- against proprietary attachments