Hi, All: Thank you very much for your replies! They are very helpful for us to choose our ticketing system.
Jenny -----Original Message----- From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of Cary Gordon Sent: March-24-14 8:53 PM To: CODE4LIB@LISTSERV.ND.EDU Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose I have used RT for trouble ticket systems. It fairly straightforward. It's not Zendesk, but it is free. Thanks, Cary On Mar 24, 2014, at 4:18 PM, Marc Chantreux <m...@unistra.fr> wrote: > hello, > > On Mon, Mar 24, 2014 at 03:43:57PM +0000, Jenny Jing wrote: >> We are in the process of replacing our internal ticketing system. We >> need it to be web-based, and staff can attach screenshots when they >> report an issue, and we can run reports to get the usage statistics. > > RT (http://bestpractical.com/docs/rt/4.2/) is installed for years at > university of strasbourg and we're planning more usage of it. > > it comes with a simple and yet rich web UI (with the ability for each > users to configure their homepage with results and graphs built with > graphical query builder). for automating, it comes with > > * scripts that can be executed at every stage of the ticket lifecicle > * a simple text based rest API > * a way to comment, respond, command a ticket by mail > > you can build associate content with extensions for SLA, KB, FAQ, ... > >> users can send us questions and we can keep track of what kind of >> questions we get, who is working on it, etc. > > you can reply (also sent to requestor) or comment (just for your eyes) > any ticket. > >> It could be an open source or commercial tool. > > open source with a commercial support. > > It supports really large scale (it's the resquest tracker for the CPAN > community). > >> Does anyone know of something which is good to use? > > I don't know a lot of them but RT is from far the best i seen (for > users > *and* administrators). > > Note that it follows unix philo: RT by itself is just a bug tracker > (but a very good one), everything else comes as extension or > intercommunication with other systems. > > hth > -- > Marc Chantreux > Université de Strasbourg, Direction Informatique > 14 Rue René Descartes, > 67084 STRASBOURG CEDEX > ☎: 03.68.85.57.40 > http://unistra.fr > "Don't believe everything you read on the Internet" > -- Abraham Lincoln