[TriLUG] help desk / trouble ticket software

[Jonathan Woodbury]

I can +1 on Request Tracker being both good at this and a bit of a pain to
setup.  I've not seen better FOSS for providing a help desk style ticketing
system (as opposed to a project management ticketing system like Redmine).
 Understanding RT permissions and when it makes sense to make a ticket queue
vs. making a custom field can be tricky.  But I think if it's not dismissed
off-hand for not being a perfect and obvious fit, the user will see that RT
is very powerful and flexible and can probably be made to do just what you
need.

On Tue, Jul 19, 2011 at 11:39 PM, David M <turnpike420 at gmail.com> wrote:

> We use Request Tracker for tickets and have serviced over 6700 tickets in
> 15 months, auths with AD so when using IE on Win it knows who you are. We
> use mod_auth_kerb with apache and setting in the RT config. We also use our
> exchange to capture ticket requests from real world routed through exchange
> to the RT subdomain, then masquerade out of RT as the top domain. Lots of
> docs, read carefully, last we tackled this on Centos 4.x and it was tricky,
> no rpms. Have heard there may be rpms in EPEL now, have not confirmed such.
> Tricky internally to itself config too until you interweave their logic.
> Rock solid once setup. Good luck. Not sure if it will meet all your needs.
>
> On Jul 19, 2011, at 11:20 PM, Chris Bullock <cgbullock at yahoo.com> wrote:
>
> > We have outgrown our homegrown ticketing system, so we are looking to
> replace it
> > with something else and wanted to get some recommendations:
> > Currently we are opening 20-40 tickets a day.  Looking for the following
> > features.
> > Authentication with Active Directory
> > Ability to upload files/screenshots
> > have read only users
> > create "sites" where end users (managers) can view only their relevant
> "sites"
> > tickets
> > Ability of other help desk users to "subscribe" to tickets
> > Create a ticket by emailing ticketing system
> > generate ticket via snmp trap
> > Reporting: user created, owner of the ticket, resolution time, site
> created
> > under, etc,
> > Since we are healthcare we need to host this inhouse
> >
> > It would also be nice if the same software had project tracking also.
> >
> > thanks in advance
> > Chris
> >
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