Re: Easy trouble ticket system?
On Wed, Feb 12, 2003 at 11:55:24AM +1300, Sam Sargeant wrote: > On Tue, Feb 11, 2003 at 11:39:36PM +0100, Thomas Lamy wrote: > > can anybody recommend a simple (to set up and maintain) TTS for ISP use? > > We want to > > - auto-assign ticket ids to incoming support requests (by mail or web form) > > - assign tickets to individuals or groups > > - have a simple ticket report system (where customers can look up the state > > of their ticket) > > We use RT -- http://www.bestpractical.com/rt/ -- and we're really happy with it. I'll second that. We've been running for 2.5 years, works a treat. -simonm (E: [EMAIL PROTECTED] W: +44 28 9072 5060 M: +44 7710 836915) a little less conversation, a little more action -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of "unsubscribe". Trouble? Contact [EMAIL PROTECTED]
Re: Easy trouble ticket system?
On Tue, Feb 11, 2003 at 11:39:36PM +0100, Thomas Lamy wrote: > can anybody recommend a simple (to set up and maintain) TTS for ISP use? > We want to > - auto-assign ticket ids to incoming support requests (by mail or web form) > - assign tickets to individuals or groups > - have a simple ticket report system (where customers can look up the state > of their ticket) > > I looked into phpgroupware (didn't like it for many reasons) and > request-tracker (failed dependencies in stable/testing, and seems too > bloated). Go with request tracker, although, it is not the easiest thing to set up (i guarantee your head will be spinning once you start =), but it is the best one there is. Not too long ago we had a quest for a TTS, and we went through open source and commercial products and even though there was pretty good other products out there, request tracker took the lead. Mostly because the features that were in the commercial products and were missing in RT, were not worth paying several hunreds of dollards.. only viable competition on open source side was OTRS (otrs.org), but it was looked harder to use (from a non techie point of view) and it had a confusing UI (still, i'm not saying RT can't be confusing =) Go with RT my son. =) -- Sami -- -< Sami Haahtinen >- -[ Notify immediately if you do not receive this message ]- -< 2209 3C53 D0FB 041C F7B1 F908 A9B6 F730 B83D 761C >- -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of "unsubscribe". Trouble? Contact [EMAIL PROTECTED]
Re: Easy trouble ticket system?
On Tue, Feb 11, 2003 at 11:39:36PM +0100, Thomas Lamy wrote: > can anybody recommend a simple (to set up and maintain) TTS for ISP use? > We want to > - auto-assign ticket ids to incoming support requests (by mail or web form) > - assign tickets to individuals or groups > - have a simple ticket report system (where customers can look up the state > of their ticket) We use RT -- http://www.bestpractical.com/rt/ -- and we're really happy with it. It can't assign tickets to a "group", but you can use the queue system to organize tickets for much the same effect. Sam. -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of "unsubscribe". Trouble? Contact [EMAIL PROTECTED]
Easy trouble ticket system?
Hi, can anybody recommend a simple (to set up and maintain) TTS for ISP use? We want to - auto-assign ticket ids to incoming support requests (by mail or web form) - assign tickets to individuals or groups - have a simple ticket report system (where customers can look up the state of their ticket) I looked into phpgroupware (didn't like it for many reasons) and request-tracker (failed dependencies in stable/testing, and seems too bloated). I don't want to write one myself, but I will have to extend any solution to interface with the existing homebrew customer database... Any hints? Thomas -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of "unsubscribe". Trouble? Contact [EMAIL PROTECTED]
