Helpdesk system

Thomas Beckett thomas.beckett at gmail.com
Fri Feb 17 11:07:22 UTC 2006


On 2/16/06, Mark Whittington <mark at chunkychimp.co.uk> wrote:
> On Thu, Feb 16, 2006 at 10:20:41AM +0000, 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.
> >
> >Tom
> >
>
> Tom,
>
> I believe that Request Tracker (www.bestpractical.com) might be what
> your looking for. I've never used it but I have read a number of
> positive reponses about this OSS product.
>
> Mark
>

Thank you both for your suggestions. I am testing them both now. I
also found glpi
http://glpi.indepnet.org/?lang=en
Ill post my thoughts on each of them next week after ive given them a try.

Thanks again

Tom




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