Hi Otrs seems to be a ticketing system. We are using RT (bestpractical) as our ticketing system and our monitoring guys use RT to issue a trouble ticket to our maintenance team. Sometimes something happened by our upstream provider and for example in less than 7 minutes resolved. In all cases monitoring staff log the start time, type of failure and resolved time in thei log-book. Later they tried to put these data including the affected sites and it would be used to create mane reports regarding sites uptime.
S I'm looking for an application with very easy and handy interface to simulate their log book for outages. I can create some custom fields in our RT to maintain these data, but there are some problems: 1- not all of the incidents are recorded in our ticketing system, because they should be followed by someone out of our system 2- some problems may get resolved in a few minutes, I.e. By. Phone call. So, creating a ticket may not make sense. 3- the interface of RT is not good enough to be used as a fast log-book system for our outage On Monday, April 25, 2011, Nathanael Cariaga <nccari...@stluke.com.ph> wrote: > Have you tried otrs? > > > > On Apr 25, 2011, at 6:47 PM, "Payam Poursaied" <m...@payam124.com> wrote: > >> Hi all >> May I have your recommendation regarding any outage management software and >> NOC log book(preferably open source) . >> I want to get fresh ideas about available software in this area. >> >> The below scenario may explain what I am looking for: >> One of the sites gets down, monitoring team would log it. Technical staffs >> follow it, they find there is something wrong >> in the site. Someone gets to the site and find there is a power failure. >> Make it correct. Monitoring team again see that >> site UP and update their log book put the recovery time and the reason (i.e. >> power failure) >> One of the simplest report from this system would be downtime per site/per >> reason. >> >> The ability to record group outage - manually or automatically based on >> network topology - (i.e. failure of a core >> router in a city which would be caused several sites failure) would be also >> useful. >> >> Best Regards >> Payam Poursaied >> >> >
