Helpdesk system

[Jochen Kaechelin]

Am Freitag, 17. Februar 2006 17:41 schrieb Will H. Backman:
> Thomas Beckett wrote:
> > 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
>
> You might also want to take a look at Roundup, written in Python.
> http://roundup.sourceforge.net/
>
> It would need some cusomization for your needs, but it is flexible.

Take a look at:	http://otrs.org/

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