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Author Topic: Lazyweb: Your recommendation for a FOSS trouble ticket system, please.  (Read 5763 times)

tinjaw

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I would like to implement a web-based trouble ticket system here at my workplace. It will be to provide a means of requesting, tracking, and providing technical support to our "customers" who use a variety of simulations.

Ideally it will be easy to use so we will actually use it.  :-[

Trouble ticket systems often seem to die an quick death from neglect as it takes too long to input stuff into the system.

An integrated knowledge base would be a plus.

Shades

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Re: Lazyweb: Your recommendation for a FOSS trouble ticket system, please.
« Reply #1 on: February 23, 2009, 05:21:40 PM »
Never got Bugzilla to run, but I hear it is a good system. Trac is from the same caliber.

In a way I am thankful that these packages didn't work on my linux system, else I would have never found out about Jira (which is expensive, but works right out of the box and how!  Totally integrated with Eclipse IDE :Thmbsup:)


Edvard

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Re: Lazyweb: Your recommendation for a FOSS trouble ticket system, please.
« Reply #2 on: February 23, 2009, 05:45:22 PM »
Here's a few to keep you busy:

Request Tracker
http://bestpractical.com/rt/
Quote
RT is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users.

The RT platform has been under development since 1996, and is used by systems administrators, customer support staffs, IT managers, developers and marketing departments at thousands of sites around the world.
...
RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development.

RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.

SimpleTicket
http://www.simpleticket.net/
Quote
SimpleTicket, the first Ruby on Rails based trouble ticket system released as an open source project. Built as an alternative to expensive and complicated ticking systems like Remedy and Heat, SimpleTicket is perfect for:

    * Internal IT Support Teams (up-to 10,000 end users)
    * Small IT Support Companies (1-40 technicians)

Looking for RSS feeds for users and techncians? SimpleTicket offers RSS. How about tagging for tickets? SimpleTicket uses Tags. How about TAPI integration for VoIP? SimpleTicket offers TAPI. Want to offer users transparency into the ticket resolution process? SimpleTicket offers complete transparency!

Trouble Ticket Express
http://www.troubleticketexpress.com/
Quote
Use this CGI script on your web site for everything from bug tracking and customer support to project management and to-do lists. Creating a trouble ticket is now as easy as submitting a web form, while the help desk software assigns unique number to each service request and saves it in the database to review at any time. Truly scalable solution: start with a plain text database, upgrade to the industry-strength MySQL or Microsoft SQL Server engine as your needs grow.

OpenTT
http://opentt.source...rge.net/en/index.php
Quote
   
OpenTT provides small and medium-sized enterprises with a solution to the problem of managing request through the integration of:

    * A powerful request management engine
    * A simple and intuitive container for structured information in the form of question/answer or title/content (FAQ - Frequently Asked Question)
    * A sophisticated graphical reporting tool to keep the situation under control


mahesh2k

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Re: Lazyweb: Your recommendation for a FOSS trouble ticket system, please.
« Reply #3 on: February 23, 2009, 05:53:24 PM »
Little bit off-topic, but is there any Knowledgebase support system there?

mouser

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Re: Lazyweb: Your recommendation for a FOSS trouble ticket system, please.
« Reply #4 on: February 23, 2009, 07:48:33 PM »
gothic (server admin of donationcoder) likes Redmine and wrote about it here:
http://www.donationc...ex.php?topic=14117.0

it's sort of a combo bugtracking, wiki, ticket system.  however i think it's more focused to groups using it internally with registered users, rather than having lots of anonymous people submitting tickets.

Charley Maldonado

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In our company we are happy with Help Desk Authority

It's great for ticket tracking and includes asset management and an integrated knowledgebase like you were looking for.

Hope this helps!

40hz

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gothic (server admin of donationcoder) likes Redmine and wrote about it here:
http://www.donationc...ex.php?topic=14117.0

it's sort of a combo bugtracking, wiki, ticket system.  however i think it's more focused to groups using it internally with registered users, rather than having lots of anonymous people submitting tickets.

Redmine can be a bit of a bear to set up.

One of the easiest ways to do it is to download a (free) preconfigured 'stack' from Bitnami.

Link: http://bitnami.org/s...itNami+Redmine+Stack

Check out their other stacks while you're there. Excellent tools. :Thmbsup: