CentOS - Mar 2009 - need trouble ticket system

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.
-- 



Regards
Dhaval Thakar
http://dhavalthakar.blogspot.com/

Hello,

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

http://www.bestpractical.com/rt

HTH,
Darrin

2009/3/29 Dhaval Thakar <dhaval.thakar at networthdirect.com>
> 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.
> --
>
>
>
> Regards
> Dhaval Thakar
> http://dhavalthakar.blogspot.com/
> _______________________________________________
> CentOS mailing list
> CentOS at centos.org
> http://lists.centos.org/mailman/listinfo/centos
>


-- 
Darrin Khan
medavian at gmail.com

Fran Lebowitz  - "Life is something to do when you can't get to
sleep."
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Am 29.03.2009 um 08:45 schrieb Dhaval Thakar:
> 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.
> -- 
>



Hi,

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.
I've never installed it on anything other than FreeBSD (FreeBSD now  
provides all of the modules in it's ports-system)
When I have to update it, or PERL, or some of the modules, I usually  
wipe the whole PERL-installation and install it from scratch.
I also use a VMware-instance as test-platform.

There is a book about RT from O'Reilly. It's old, but not ancient and  
teaches the concepts quite well.
The rest can be gained from reading the mailing-list and the wiki.

How fast do you need to get it up and running?



Best Regards,
Rainer

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

At Sun, 29 Mar 2009 12:15:16 +0530 CentOS mailing list <centos at
centos.org> 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.
Deepwoods Software uses RT from Best Practical
(http://www.bestpractical.com/?rt=3.4.2). 


-- 
Robert Heller             -- 978-544-6933
Deepwoods Software        -- Download the Model Railroad System
http://www.deepsoft.com/  -- Binaries for Linux and MS-Windows
heller at deepsoft.com       -- http://www.deepsoft.com/ModelRailroadSystem/

We have had good luck with Mantis:

http://www.mantisbt.org/

KC

On Sun, Mar 29, 2009 at 2:45 AM, Dhaval Thakar
<dhaval.thakar at networthdirect.com> 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.
> --
>
>
>
> Regards
> Dhaval Thakar
> http://dhavalthakar.blogspot.com/
> _______________________________________________
> CentOS mailing list
> CentOS at centos.org
> http://lists.centos.org/mailman/listinfo/centos
>

On Sunday 29 March 2009 1:45:16 am 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.

I have used otrs (www.otrs.org) and oneorzero (http://www.oneorzero.com)

Regards,

On Sun, Mar 29, 2009 at 3:45 AM, Dhaval Thakar
<dhaval.thakar at 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

Dhaval Thakar wrote:
> Hi,
>
> I need to implement trouble tracking system,
> we have 250 users in one premise & 3 desktop support technicians.
>   
I setup Flyspray once as a trouble ticket system, even though its 
nominally a bug tracker, the two functions really aren't that 
different.   http://flyspray.org/

it requires php (at least 4.3.9, although for obvious reasons, php5 is 
recommended) and mysql 4.x+ or postgres 8.1+, and very few other 
requirements.
<http://flyspray.org/>

On Sun, 29 Mar 2009 12:15:16 +0530, 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.
I use Redmine.
http://www.redmine.org/

best regards,
Markus

Hi, i using 

[root at se~]# yum search otrs
Setting up repositories
Reading repository metadata in from local files
Excluding Packages from CentOS-5 - Base
Finished
Excluding Packages from CentOS-5 - Updates
Finished
Excluding Packages from CentOS-5 - Extras
Finished
Excluding Packages from CentOS-5 - Addons
Finished



otrs.i386                                2.3.3-01               installed
Matched from:
otrs
The Open Ticket Request System (http://otrs.org/) is a web based ticket system.

Feedback: feedback at otrs.org


Authors:
--------
  Carsten Gross <carsten at siski.de>
  Christian Schoepplein <cs at otrs.de>
  Franz Breu <breu.franz at bogen.net>
  Fred van Dijk <fvandijk at marklin.nl>
  Lars M?LLER <lars at m5r.de>
  Nicolas Goralski <ngoralski at oceanet-technology.com>
  Richard Kammermayer <rk at otrs.de>
  Stefan Rother <sr at otrs.de>
  Thomas Raith <tr at otrs.de>
  Vladimir Gerdjikov <gerdjikov at gerdjikovs.net>
  Martin Edenhofer <me at otrs.de>

  OTRS is an Open source Ticket Request System with many features to manage
  customer telephone calls and e-mails. It is distributed under the GNU
  General Public License (GPL) and tested on Linux, Solaris, AIX, FreeBSD,
  OpenBSD and Mac OS 10.x. Do you receive many e-mails and want to answer
  them with a team of agents? You're going to love the OTRS!

  Feature list:

   Web-Interface:
    - Agent web interface for viewing and working on all customer requests
    - Admin web interface for changing system things
    - Customer web interface for viewing and sending infos to the agents
    - Webinterface with themes support
    - Multi language support (Brazilian Portuguese, Bulgarian, Dutch, English,
       Finnish, French, German, Italian and Spanish)
    - customize the output templates (dtl) release independently
    - Webinterface with attachment support
    - easy and logical to use

   Email-Interface:
    - PGP support
    - SMIME support
    - MIME support (attachments)
    - dispatching of incoming email via email addess or x-header
    - autoresponders for customers by incoming emails (per queue)
    - email-notification to the agent by new tickets, follow ups or lock
timeouts

   Ticket:
    - custom queue view and queue view of all requests
    - Ticket locking
    - Ticket replies (standard responses)
    - Ticket autoresponders per queue
    - Ticket history, evolution of ticket status and actions taken on ticket
    - abaility to add notes (with different note types) to a ticket
    - Ticket zoom feature
    - Tickets can be bounced or forwarded to other email addresses
    - Ticket can be moved to a different queue (this is helpful if emails are
       for a specific subject)
    - Ticket priority
    - Ticket time accounting
    - Ticket merge feature
    - Ticket ACL support
    - content Fulltext search

   System:
    - creation and configuration of user accounts, and groups
    - creation of standard responses
    - Signature configuration per queue
    - Salutation configuration per queue
    - email-notification of administrators
    - email-notification sent to problem reporter (by create, locked, deleted,
       moved and closed)
    - submitting update-info (via email or webinterface).
    - deadlines for trouble tickets
    - ASP (activ service providing) support
    - TicketHook free setable like 'Call#', 'MyTicket#',
'Request#' or 'Ticket#'
    - Ticket number format free setable
    - different levels of permissions/access-rights.
    - central database, Support of different SQL databases (e. g. MySQL,
PostgeSQL, ...)
    - user authentication agains database or ldap directory
    - easy to develope you own addon's (OTRS API)
    - easy to write different frontends (e. g. X11, console, ...)
    - own package manager (e. g. for application modules like webmail, calendar
or
       filemanager)
    - a fast and usefull application

from Salvador, 

Erick Garc?a



--- El dom, 29/3/09, Eduardo Grosclaude <eduardo.grosclaude at gmail.com>
escribi?:
> De: Eduardo Grosclaude <eduardo.grosclaude at gmail.com>
> Asunto: Re: [CentOS] need trouble ticket system
> Para: "CentOS mailing list" <centos at centos.org>
> Fecha: domingo, 29 marzo, 2009 8:53
> On Sun, Mar 29, 2009 at 3:45 AM,
> Dhaval Thakar
> <dhaval.thakar at 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
> _______________________________________________
> CentOS mailing list
> CentOS at centos.org
> http://lists.centos.org/mailman/listinfo/centos
>

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.

HTH,
-Ray

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