On 11 Sep 2010 at 17:39, Paul Hutchings wrote: > The software that our Help Desk use is reaching EOL and the vendor has > quoted crazy money to upgrade to the latest and greatest, so I´ve been asked > to take a look at what´s about, and there´s a lot about hence I´d appreciate > any personal recommendations. > > Our list of requirements is pretty simple, a web interface would be nice, > the ability to automatically log requests from email would be nice as would > being able to update a ticket and notify the requester by email. > > Also some sort of workflow i.e. if a ticket is opened for "New Software > Order" you can´t close the ticket until you check off the "Action 1" and > "Action 2" tasks. > > Also being able to pull info from SQL would be good i.e. it would let you > pick "Asset ID" from an existing database field. > > We´d also like it to be able to hook into AD/LDAP to help you pick the user > who´s creating the ticket, though also being able to enter a random name is > a requirement (could be an onsite customer). > > Not really concerned whether it´s commercial or open source, something that > runs on Windows would be preferable, we already have a SQL server.
Take a look at Spiceworks. It's free -- ad-supported -- or you can pay to eliminate the ads*. Ticket system doesn't have the required workflow AFAIK. Data are stored in an SQLite database and can be accessed through canned reports and through custom SQL reports. Has a web interface for users and for sysadmins to the helpdesk, and also has an email interface to the helpdesk. Helpdesk notifies the submitter by email when actions are taken. Angus * Since you use your browser as the interface, you can block the ads with any decent ad-blocker. -- Angus Scott-Fleming GeoApps, Tucson, Arizona 1-520-895-3270 Security Blog: http://geoapps.com/ ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ --- To manage subscriptions click here: http://lyris.sunbelt-software.com/read/my_forums/ or send an email to listmana...@lyris.sunbeltsoftware.com with the body: unsubscribe ntsysadmin
