Helpdesk system

[email.listen at googlemail.com]

Hi Thomas
On Thu, 16. February 2006 11:20 Thomas Beckett wrote:
> After getting Linux in use where I work for the gateway and proxy, and
> Nagios reporting our systems status I have been asked to set up a
> helpdesk system and would like to use an oss solution. Specifically
> the features required are:
>
> 1. Automatically book on new help requests. - The user sends and
> email, the request is logged, the IT department (4 people) are
> informed and the user given a reference.
>
> 2. Possibly include auditing of PCs so that the hardware and software
> is known with the request. (We currently use OCS Inventory for this
> but could change no problem)
>
> 3. Shedule tasks for the IT workers. - Create todo lists and prioritise
> requests
>
> 4. Allow closing of tickets by IT users
>
> 5. Reporting of activity. - Show how much time has been spent on each
> task / hd request to identify problems that need more people or
> resources on it.
>
>
> My first thought was for a bugzilla or Malone type system but do these
> have the backend reporting ability so we can see how much time is
> spent on each problem? and are there any auditing tools / plugins for
> them to mach the hardware and software to the ticket?
>
> Any advice would be apreciated.

otrs
 Formerly knowm as SUSE Ticket Request System

Description: Open Ticket Request System
 OTRS is an Open source Ticket Request System (also well known as trouble
 ticket system) with many features to manage customer telephone calls and
 e-mails. The system is built to allow your support, sales, pre-sales,
 billing, internal IT, helpdesk, etc. department to react quickly to
 inbound inquiries.

Regards,
Thomas