Hello,
Can I get some recommendations for some open source trouble-ticket (web based) software, please?
I believe RT (Request Tracker) is the best opensource ticketing system but I haven't used it except as a user.
If your actually doing something more like bug tracking than Mantis would be my recommendation. Bugzilla is more comprehensive but also much more complicated.
I ran a pilot of RT several years back, and it's a great tool. If you grok a bit of perl then there's no limit to what you can do with scrip actions and such.
If you're looking for this to manage a software project as opposed to a helpdesk type situation, I'd point you to trac. It lets you integrate SVN, bug and milestone tracking, and wiki documentation.
Sean
On Wed, Aug 27, 2008 at 8:04 AM, John Lange john@johnlange.ca wrote:
I believe RT (Request Tracker) is the best opensource ticketing system but I haven't used it except as a user.
If your actually doing something more like bug tracking than Mantis would be my recommendation. Bugzilla is more comprehensive but also much more complicated.
-- John Lange www.johnlange.ca
On Wed, 2008-08-27 at 06:44 -0500, Montana Quiring wrote:
Hello,
Can I get some recommendations for some open source trouble-ticket (web based) software, please?
Roundtable mailing list Roundtable@muug.mb.ca http://www.muug.mb.ca/mailman/listinfo/roundtable
If your needs are basic we've been using phpSupport (http://phpsupport.jynx.net ) at Frantic for years.
The older versions are complete garbage, the newer stuff is getting better but we ended up rebuilding the front end and added a few things to make adding tickets neophyte proof (email creation of tickets, simple UI applications attached to internal tools, etc.) as well as ticket management and reporting (AJAX dashboard and reporting system).
I've evaluated RT and it isn't a 'drop in' kind of thing you really need to figure out what you need and set it up for your environment. RT is definitely the most flexible option, but if you just need a drop in system phpSupport is reasonable and I would be willing to give out our additions to it.
A trouble ticket system at it's very basic really needs: 1) A means of creating tickets. 2) A means of updating tickets. 3) Ownership of tickets and filtering by said ownership. 4) Functionality to close, reopen and search tickets.
5) Classification per ticket is not really necessary but when doing reports it helps (like 'life time of all software installation requests tickets over period X).
On Wed, 2008-08-27 at 06:44 -0500, Montana Quiring wrote:
Hello,
Can I get some recommendations for some open source trouble-ticket (web based) software, please?
Roundtable mailing list Roundtable@muug.mb.ca http://www.muug.mb.ca/mailman/listinfo/roundtable
Thanks for all the suggestion and feedback.
One feature that I was really hoping for was LDAP authentication. It looks like RT might be a bit overkill and a fair bit of work to install, but it has an LDAP auth module, so I'll give it a shot. I've gotten a bit spoiled by getting used to extracting a tar ball and browsing to the php install script. :)
-Montana
On Wed, Aug 27, 2008 at 11:14 AM, Sean Cody sean@tinfoilhat.ca wrote:
If your needs are basic we've been using phpSupport (http://phpsupport.jynx.net ) at Frantic for years.
The older versions are complete garbage, the newer stuff is getting better but we ended up rebuilding the front end and added a few things to make adding tickets neophyte proof (email creation of tickets, simple UI applications attached to internal tools, etc.) as well as ticket management and reporting (AJAX dashboard and reporting system).
I've evaluated RT and it isn't a 'drop in' kind of thing you really need to figure out what you need and set it up for your environment. RT is definitely the most flexible option, but if you just need a drop in system phpSupport is reasonable and I would be willing to give out our additions to it.
A trouble ticket system at it's very basic really needs: 1) A means of creating tickets. 2) A means of updating tickets. 3) Ownership of tickets and filtering by said ownership. 4) Functionality to close, reopen and search tickets.
5) Classification per ticket is not really necessary but when doingreports it helps (like 'life time of all software installation requests tickets over period X).
On Wed, 2008-08-27 at 06:44 -0500, Montana Quiring wrote:
Hello,
Can I get some recommendations for some open source trouble-ticket (web based) software, please?
Roundtable mailing list Roundtable@muug.mb.ca http://www.muug.mb.ca/mailman/listinfo/roundtable
-- Sean
Roundtable mailing list Roundtable@muug.mb.ca http://www.muug.mb.ca/mailman/listinfo/roundtable
On Wed, Aug 27, 2008 at 6:44 AM, Montana Quiring montanaq@gmail.com wrote:
Can I get some recommendations for some open source trouble-ticket (web based) software, please?
I've used RT recently, and found it to be a very good system for my needs. Its biggest problem is complexity - it's designed to handle multiple helpdesks with varying seniority, and if your situation is very simple, much of RT is overkill. In my situation, I was the only user (both as "client" and as "helpdesk") because I needed to keep track of a large number of outstanding tickets with varying priority in different queues. Despite the complexity, I was very satisfied with it. The one thing it didn't have, that I had to build myself, was decent status or activity reports. About 6 years ago, I used Keystone from Stonekeep Consulting and was very happy with it then, but I reevaluated it last year and picked RT instead. I don't think there was anything wrong with Keystone, but it isn't being as actively maintained as RT. It appears that RT is "king of the hill" for trouble-ticketing, but it's definitely not meant to be a bug tracking system; for that you'd be most likely looking at Bugzilla. Theodore mentioned Trac as well, which is under active development like RT, although in my opinion the UI just plain sucks. I can't even quantify why, I just don't like it. If you're doing software development, the SourceForge system is hard to beat; it includes virtually every component you'd want for facilitating development. It's open-source, but also comes as a commercially supported package, and I believe is available as an appliance too. -Adam Thompson athompso@athompso.net
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Adam Thompson -
John Lange -
Montana Quiring -
Sean Cody -
Sean Walberg