Re: [CODE4LIB] Hrlpdesk Software
We use Bugzilla that we customized to work both in a software development and a helpdesk environment. We've been running it for 13 years. -Original Message- From: Code for Libraries [mailto:CODE4LIB@listserv.nd.edu] On Behalf Of Rogan Hamby Sent: Monday, June 08, 2015 4:42 PM To: CODE4LIB@listserv.nd.edu Subject: Re: [CODE4LIB] Hrlpdesk Software I tried out a dozen or so about a year ago when we had a discussion about it and osTicket was my favorite of those I tested. I was ultimately out voted in favor of a closed source product but that's how it goes.. On Monday, June 8, 2015, McCanna, Terran tmcca...@georgialibraries.org wrote: We are preparing to switch from a commercial package (Numara Footprints) to osTicket. We looked at a number of commercial and open source products, and we narrowed it down to two open source products that we liked, osTicket and RT (RequestTracker). We installed both of those to test them out and all of us preferred osTicket. The features are similar in both. RT has more add-on modules available so if you expect to want to do heavy customizations, that might be a better choice, but osTicket is nicer out of the box and will require less configuration time. Terran McCanna PINES Program Manager Georgia Public Library Service 1800 Century Place, Suite 150 Atlanta, GA 30345 404-235-7138 tmcca...@georgialibraries.org javascript:; - Original Message - From: Stuart Forrest sforr...@bcgov.net javascript:; To: CODE4LIB@LISTSERV.ND.EDU javascript:; Sent: Monday, June 8, 2015 5:28:59 PM Subject: [CODE4LIB] Hrlpdesk Software Hi Do any of you use a helpdesk ticket system? What do you use? How do you get on with it etc? I am particularly interested in open source software. Thanks Stuart
Re: [CODE4LIB] Hrlpdesk Software
I tried to set up RT OTRS for ILS consortia support, but my command line skills are still at the beginner level, and I ultimately failed at setting an open source ticketing system up for live production use. OTRS was fairly easy to set up, but I couldn't clear up the lingering issues to make it work live. Our tech team was already using ZenDesk, so I ended up getting added to that system. As a customer, I really like RT -- our ILS support company uses it, but I found the setup of it be extremely frustrating. Good luck! Heather Braum NExpress Coordinator Resource Sharing Librarian Northeast Kansas Library System hbr...@nekls.org The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn. ~Alvin Toffler, *Rethinking the Future* On Wed, Jul 1, 2015 at 1:52 PM, Mike Smorul msmo...@gmail.com wrote: We use redmine and purchased a crm/help desk plugin which works really nice. On Jul 1, 2015 2:50 PM, Dean W. Armstrong d...@uchicago.edu wrote: We use Bugzilla that we customized to work both in a software development and a helpdesk environment. We've been running it for 13 years. -Original Message- From: Code for Libraries [mailto:CODE4LIB@listserv.nd.edu] On Behalf Of Rogan Hamby Sent: Monday, June 08, 2015 4:42 PM To: CODE4LIB@listserv.nd.edu Subject: Re: [CODE4LIB] Hrlpdesk Software I tried out a dozen or so about a year ago when we had a discussion about it and osTicket was my favorite of those I tested. I was ultimately out voted in favor of a closed source product but that's how it goes.. On Monday, June 8, 2015, McCanna, Terran tmcca...@georgialibraries.org wrote: We are preparing to switch from a commercial package (Numara Footprints) to osTicket. We looked at a number of commercial and open source products, and we narrowed it down to two open source products that we liked, osTicket and RT (RequestTracker). We installed both of those to test them out and all of us preferred osTicket. The features are similar in both. RT has more add-on modules available so if you expect to want to do heavy customizations, that might be a better choice, but osTicket is nicer out of the box and will require less configuration time. Terran McCanna PINES Program Manager Georgia Public Library Service 1800 Century Place, Suite 150 Atlanta, GA 30345 404-235-7138 tmcca...@georgialibraries.org javascript:; - Original Message - From: Stuart Forrest sforr...@bcgov.net javascript:; To: CODE4LIB@LISTSERV.ND.EDU javascript:; Sent: Monday, June 8, 2015 5:28:59 PM Subject: [CODE4LIB] Hrlpdesk Software Hi Do any of you use a helpdesk ticket system? What do you use? How do you get on with it etc? I am particularly interested in open source software. Thanks Stuart
Re: [CODE4LIB] Hrlpdesk Software
We are preparing to switch from a commercial package (Numara Footprints) to osTicket. We looked at a number of commercial and open source products, and we narrowed it down to two open source products that we liked, osTicket and RT (RequestTracker). We installed both of those to test them out and all of us preferred osTicket. The features are similar in both. RT has more add-on modules available so if you expect to want to do heavy customizations, that might be a better choice, but osTicket is nicer out of the box and will require less configuration time. Terran McCanna PINES Program Manager Georgia Public Library Service 1800 Century Place, Suite 150 Atlanta, GA 30345 404-235-7138 tmcca...@georgialibraries.org - Original Message - From: Stuart Forrest sforr...@bcgov.net To: CODE4LIB@LISTSERV.ND.EDU Sent: Monday, June 8, 2015 5:28:59 PM Subject: [CODE4LIB] Hrlpdesk Software Hi Do any of you use a helpdesk ticket system? What do you use? How do you get on with it etc? I am particularly interested in open source software. Thanks Stuart Stuart Forrest PhD, LITA Member Library Systems Specialist Beaufort County Library 843 255 6450 sforr...@bcgov.netmailto:sforr...@bcgov.net http://www.beaufortcountylibrary.orghttp://www.beaufortcountylibrary.org/ For Leisure, For Learning, For Life
Re: [CODE4LIB] Hrlpdesk Software
I tried out a dozen or so about a year ago when we had a discussion about it and osTicket was my favorite of those I tested. I was ultimately out voted in favor of a closed source product but that's how it goes.. On Monday, June 8, 2015, McCanna, Terran tmcca...@georgialibraries.org wrote: We are preparing to switch from a commercial package (Numara Footprints) to osTicket. We looked at a number of commercial and open source products, and we narrowed it down to two open source products that we liked, osTicket and RT (RequestTracker). We installed both of those to test them out and all of us preferred osTicket. The features are similar in both. RT has more add-on modules available so if you expect to want to do heavy customizations, that might be a better choice, but osTicket is nicer out of the box and will require less configuration time. Terran McCanna PINES Program Manager Georgia Public Library Service 1800 Century Place, Suite 150 Atlanta, GA 30345 404-235-7138 tmcca...@georgialibraries.org javascript:; - Original Message - From: Stuart Forrest sforr...@bcgov.net javascript:; To: CODE4LIB@LISTSERV.ND.EDU javascript:; Sent: Monday, June 8, 2015 5:28:59 PM Subject: [CODE4LIB] Hrlpdesk Software Hi Do any of you use a helpdesk ticket system? What do you use? How do you get on with it etc? I am particularly interested in open source software. Thanks Stuart Stuart Forrest PhD, LITA Member Library Systems Specialist Beaufort County Library 843 255 6450 sforr...@bcgov.net javascript:;mailto:sforr...@bcgov.net javascript:; http://www.beaufortcountylibrary.orghttp://www.beaufortcountylibrary.org/ For Leisure, For Learning, For Life -- Rogan Hamby, MLS, CCNP, MIA Managers Headquarters Library and Reference Services, York County Library System “You can never get a cup of tea large enough or a book long enough to suit me.” ― C.S. Lewis http://www.goodreads.com/author/show/1069006.C_S_Lewis
