DIY Trouble Ticket System
One of the many projects that I am working on is a trouble ticket system. A trouble ticket system is a way for users to submit computer issues to their IT department and have the issues properly categorized and triaged.
There are a lot of them out there but one that I am seriously looking at is OTRS. From their Freshmeat website:
OTRS is a Web-based help desk and ticket system that provides a tailored set of effective and field-tested features to help service organizations to manage requests more efficiently. It relieves service agents of routine activities and provides a transparent view of the current status of a customer’s request at any time. It supports the following databases: MySQL, MS SQL, PosgreSQL, MaxDB (SAP DB), Oracle, and DB2.
I am looking at writing a tutorial on how to set up OTRS in the near future but since they just recently upgraded their system, I thought I would point everyone to this open source project now so that you can familiarize yourself with it.
Tim
3 Responses to “DIY Trouble Ticket System”
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John Says:
October 26th, 2006 at 11:42 pmI have been using OTRS for ~six months now for a 300+ person company. It works very well and I definitely recommend it. I have installed several Remedy trouble ticket systems over the years and like OTRS even better than a custom Remedy install.
I am getting ready to upgrade from version 1.3 to 2.0 next week.
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Rob Dunn Says:
October 28th, 2006 at 12:29 pmRemedy is a complex system, and is great for those large enterprises who have a regular on-staff admin to make DB changes. It is pricey, but you get a lot from it. With that being said, it is not for everyone. OTRS looks like a great solution for schools or other non-profit organizations.
GREAT find
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willy Says:
November 6th, 2006 at 9:19 amWe use Magic for 6000+ company with many cites in different cities and we have no problems. Highly recommended.
