Re: Ticketing systems
Using ORTS. Just for the record. The spanish translation is good. Regards. Nelson.- -- http://geocities.com/arhuaco The first principle is that you must not fool yourself and you are the easiest person to fool. -- Richard Feynman. -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
Using ORTS. Just for the record. The spanish translation is good. Regards. Nelson.- -- http://geocities.com/arhuaco The first principle is that you must not fool yourself and you are the easiest person to fool. -- Richard Feynman.
Re: Ticketing systems
Thanks a million, Emmanuel. I took another stab at it and made significant headway. At the moment I'm gotten as far as 'make initialize-database' and am now adjusting ~rt/rt3/etc/RT_SiteConfig.pm and adding details to your instructions. Below are my notes interlaced with your help. // George On Thu, Dec 11, 2003 at 09:43:53AM +0100, Emmanuel Lacour wrote: On Wed, Dec 10, 2003 at 04:11:17PM -0500, George Georgalis wrote: yeah, I never worked out RT on woody. (did cause some problems on a test box, broke apt-get when I overwrote the perl debs with a source build). scp goodhost:/usr/bin/perl* /usr/bin/ fixed it. Would really like to see a howto, too, even though everything seems in the RT docs... Are you ready??? Install apache, fastcgi, mysql ... from woody. libcgi-fast-perl libfcgi-perl perl-suid libmysqlclitn10-dev deb http://www.backports.org/debian stable mysql-dfsg http://www.bestpractical.com/rt/draftmanual.pdf Adduser rt su - rt Get perl 5.8.x as a tarball wget -N http://perl.com/CPAN/src/stable.tar.gz untar build and install in /home/rt/perl rm -f config.sh Policy.sh \ sh Configure -de -Dprefix=$HOME/perl \ make \ make test \ make install make sure PATH for rt is /home/rt/perl/bin:$PATH wget -N http://download.bestpractical.com/pub/rt/release/rt.tar.gz uncompress rt3.x in /home/rt/rt-3.x cd into it run the configure ./configure --prefix=$HOME/rt3 --with-my-user-group then fix Makefile PERL= /usr/home/rt/perl/bin/perl5.8.2 [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ perl sbin/rt-test-dependencies --with-mysql --with-fastcgi run perl -MCPAN -e shell and configure the default options asked CPAN build and cache directory? [/usr/home/rt/.cpan] /usr/home/rt/src/cpan Parameters for the 'make install' command? UNINST=1 run the test for perl modules with --install from rt [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install it will install almost all modules needed, for just somes you will have to install the corrects header from woody (libmysqlclitn10-dev for example) and for some you will need to go into /home/rt/.cpan/build to make it yourself [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ perl -MCPAN -e 'install DBD::mysql' [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ make install [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ make initialize-database configure your apache for fastcgi: LoadModule fastcgi_module /usr/lib/apache/1.3/mod_fastcgi.so In your vhost: ScriptAlias /rt /home/rt/rt/bin/mason_handler.fcgi/ FastCgiServer /home/rt/rt/bin/mason_handler.fcgi Alias /NoAuth/images/ /home/rt/rt/share/html/NoAuth/images/ Location /rt AddDefaultCharset UTF-8 SetHandler fastcgi-script /Location That's a quick howto because I need to go to work;) This is the only one method I've found to keep my woody box in a good state. It just need to maintain perl for security fixes...But building perl 5.8 as a package for woody would need a lot of time... If I can help you... -- Emmanuel Lacour Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76 mailto:[EMAIL PROTECTED] -http://www.easter-eggs.com -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED] -- GEORGE GEORGALIS, System Admin/Architectcell: 646-331-2027IXOYE Security Services, Web, Mail,mailto:[EMAIL PROTECTED] Multimedia, DB, DNS and Metrics. http://www.galis.org/george -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
Thanks a million, Emmanuel. I took another stab at it and made significant headway. At the moment I'm gotten as far as 'make initialize-database' and am now adjusting ~rt/rt3/etc/RT_SiteConfig.pm and adding details to your instructions. Below are my notes interlaced with your help. // George On Thu, Dec 11, 2003 at 09:43:53AM +0100, Emmanuel Lacour wrote: On Wed, Dec 10, 2003 at 04:11:17PM -0500, George Georgalis wrote: yeah, I never worked out RT on woody. (did cause some problems on a test box, broke apt-get when I overwrote the perl debs with a source build). scp goodhost:/usr/bin/perl* /usr/bin/ fixed it. Would really like to see a howto, too, even though everything seems in the RT docs... Are you ready??? Install apache, fastcgi, mysql ... from woody. libcgi-fast-perl libfcgi-perl perl-suid libmysqlclitn10-dev deb http://www.backports.org/debian stable mysql-dfsg http://www.bestpractical.com/rt/draftmanual.pdf Adduser rt su - rt Get perl 5.8.x as a tarball wget -N http://perl.com/CPAN/src/stable.tar.gz untar build and install in /home/rt/perl rm -f config.sh Policy.sh \ sh Configure -de -Dprefix=$HOME/perl \ make \ make test \ make install make sure PATH for rt is /home/rt/perl/bin:$PATH wget -N http://download.bestpractical.com/pub/rt/release/rt.tar.gz uncompress rt3.x in /home/rt/rt-3.x cd into it run the configure ./configure --prefix=$HOME/rt3 --with-my-user-group then fix Makefile PERL= /usr/home/rt/perl/bin/perl5.8.2 [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ perl sbin/rt-test-dependencies --with-mysql --with-fastcgi run perl -MCPAN -e shell and configure the default options asked CPAN build and cache directory? [/usr/home/rt/.cpan] /usr/home/rt/src/cpan Parameters for the 'make install' command? UNINST=1 run the test for perl modules with --install from rt [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install it will install almost all modules needed, for just somes you will have to install the corrects header from woody (libmysqlclitn10-dev for example) and for some you will need to go into /home/rt/.cpan/build to make it yourself [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ perl -MCPAN -e 'install DBD::mysql' [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ make install [EMAIL PROTECTED]:~/src/rt-3-0-7_01$ make initialize-database configure your apache for fastcgi: LoadModule fastcgi_module /usr/lib/apache/1.3/mod_fastcgi.so In your vhost: ScriptAlias /rt /home/rt/rt/bin/mason_handler.fcgi/ FastCgiServer /home/rt/rt/bin/mason_handler.fcgi Alias /NoAuth/images/ /home/rt/rt/share/html/NoAuth/images/ Location /rt AddDefaultCharset UTF-8 SetHandler fastcgi-script /Location That's a quick howto because I need to go to work;) This is the only one method I've found to keep my woody box in a good state. It just need to maintain perl for security fixes...But building perl 5.8 as a package for woody would need a lot of time... If I can help you... -- Emmanuel Lacour Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76 mailto:[EMAIL PROTECTED] -http://www.easter-eggs.com -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED] -- GEORGE GEORGALIS, System Admin/Architectcell: 646-331-2027IXOYE Security Services, Web, Mail,mailto:[EMAIL PROTECTED] Multimedia, DB, DNS and Metrics. http://www.galis.org/george
Re: Ticketing systems
On Wed, Dec 10, 2003 at 04:11:17PM -0500, George Georgalis wrote: yeah, I never worked out RT on woody. (did cause some problems on a test box, broke apt-get when I overwrote the perl debs with a source build). scp goodhost:/usr/bin/perl* /usr/bin/ fixed it. Would really like to see a howto, too, even though everything seems in the RT docs... Are you ready??? Install apache, fastcgi, mysql ... from woody. Adduser rt su - rt Get perl 5.8.x as a tarball untar build and install in /home/rt/perl make sure PATH for rt is /home/rt/perl/bin:$PATH uncompress rt3.x in /home/rt/rt-3.x cd into it run the configure run perl -MCPAN -e shell and configure the default options asked run the test for perl modules with --install from rt it will install almost all modules needed, for just somes you will have to install the corrects header from woody (libmysqlclitn10-dev for example) and for some you will need to go into /home/rt/.cpan/build to make it yourself finish rt install like explained in the readmea (I installed it in /home/rt/rt) configure your apache for fastcgi: LoadModule fastcgi_module /usr/lib/apache/1.3/mod_fastcgi.so In your vhost: ScriptAlias /rt /home/rt/rt/bin/mason_handler.fcgi/ FastCgiServer /home/rt/rt/bin/mason_handler.fcgi Alias /NoAuth/images/ /home/rt/rt/share/html/NoAuth/images/ Location /rt AddDefaultCharset UTF-8 SetHandler fastcgi-script /Location That's a quick howto because I need to go to work;) This is the only one method I've found to keep my woody box in a good state. It just need to maintain perl for security fixes...But building perl 5.8 as a package for woody would need a lot of time... If I can help you... -- Emmanuel Lacour Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76 mailto:[EMAIL PROTECTED] -http://www.easter-eggs.com -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
On Wed, Dec 10, 2003 at 04:11:17PM -0500, George Georgalis wrote: yeah, I never worked out RT on woody. (did cause some problems on a test box, broke apt-get when I overwrote the perl debs with a source build). scp goodhost:/usr/bin/perl* /usr/bin/ fixed it. Would really like to see a howto, too, even though everything seems in the RT docs... Are you ready??? Install apache, fastcgi, mysql ... from woody. Adduser rt su - rt Get perl 5.8.x as a tarball untar build and install in /home/rt/perl make sure PATH for rt is /home/rt/perl/bin:$PATH uncompress rt3.x in /home/rt/rt-3.x cd into it run the configure run perl -MCPAN -e shell and configure the default options asked run the test for perl modules with --install from rt it will install almost all modules needed, for just somes you will have to install the corrects header from woody (libmysqlclitn10-dev for example) and for some you will need to go into /home/rt/.cpan/build to make it yourself finish rt install like explained in the readmea (I installed it in /home/rt/rt) configure your apache for fastcgi: LoadModule fastcgi_module /usr/lib/apache/1.3/mod_fastcgi.so In your vhost: ScriptAlias /rt /home/rt/rt/bin/mason_handler.fcgi/ FastCgiServer /home/rt/rt/bin/mason_handler.fcgi Alias /NoAuth/images/ /home/rt/rt/share/html/NoAuth/images/ Location /rt AddDefaultCharset UTF-8 SetHandler fastcgi-script /Location That's a quick howto because I need to go to work;) This is the only one method I've found to keep my woody box in a good state. It just need to maintain perl for security fixes...But building perl 5.8 as a package for woody would need a lot of time... If I can help you... -- Emmanuel Lacour Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76 mailto:[EMAIL PROTECTED] -http://www.easter-eggs.com
Ticketing systems
We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. Dan -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
* Dan Ros wrote: We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. We're using Request Tracker http://www.bestpractical.com/rt/. -- - nobse -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
* Dan Ros [EMAIL PROTECTED] [2003-12-10 17:10]: We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. our favourite at the moment ist 'roundup' from http://roundup.sourceforge.net/. cheers -- Jogi Hofmueller jogi_AT_mur_DOT_at http://mur.at/ Tel.: +43-316-821 451 55 Fax.: +43-316-821 451 26 Erreichbar: MO, MI, DO, 10.00 - 14.00 pgp0.pgp Description: PGP signature
Re: Ticketing systems
We're thinking of using http://otrs.org/screenshot/ . Maarten -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
RE: Ticketing systems
We use http://helpdesk.oneorzero.com/ Matias Lambert OSInet Telecomunicaciones Capital Federal - Buenos Aires Argentina - CA1185ACA [EMAIL PROTECTED] http://www.osinet.com.ar I dont know what kind of weapons will be used in the third world war, assuming there will be a third world war. But I can tell you what the fourth world war will be fought with sticks and stones. Albert Einstein -Mensaje original- De: Dan Ros [mailto:[EMAIL PROTECTED] Enviado el: Miércoles, 10 de Diciembre de 2003 01:02 p.m. Para: Debian-ISP Asunto: Ticketing systems We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. Dan -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED] BEGIN:VCARD VERSION:2.1 N:Lambert;Matias;German FN:Matias Lambert ( OSInet ) ORG:OSInet TeleComunicaciones TEL;WORK;VOICE:+54 11 4861 5616 TEL;HOME;VOICE:+54 11 4861 5616 TEL;CELL;VOICE:+54 11 (15) 4429 9469 TEL;WORK;FAX:+54 11 4861 5616 TEL;HOME;FAX:+54 11 4861 5616 ADR;WORK:;;Panamá 933 12 E;Capital Federal;Buenos Aires;C1185ACA;Argentina LABEL;WORK;ENCODING=QUOTED-PRINTABLE:Panam=E1 933 12 E=0D=0ACapital Federal, Buenos Aires C1185ACA=0D=0AArgentina URL;WORK:http://www.osinet.com.ar EMAIL;PREF;INTERNET:[EMAIL PROTECTED] REV:20030313T150013Z END:VCARD
Re: Ticketing systems
On Wed, Dec 10, 2003 at 04:01:30PM -, Dan Ros wrote: We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. We're using bugin (http://www.notgod.com/?area=projects) it was easy to install and customize (integration with our custommers DB and ldap), but it's a little bit too simple (no mail gateway...etc). So I'm working in replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). My 0,27 sesterces. -- Emmanuel Lacour Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76 mailto:[EMAIL PROTECTED] -http://www.easter-eggs.com -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
On Wed, Dec 10, 2003 at 04:01:30PM -, Dan Ros wrote: We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. OTRS looks pretty nice for that purpose. However it sounds pretty stupid to me to have the 1st and 2nd level Ticketing Systems not at one place. (OTRS even has some kind of FAQ Module for 1st Level Support). -- Rico -mc- Gloeckner | 1024D/61F05B8C | jabber:[EMAIL PROTECTED] http://www.ukeer.de |RICO-RIPE | sip:[EMAIL PROTECTED] == mv ~/.signature http://www.ukeer.de/signature.html == -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
On Wed, Dec 10, 2003 at 06:40:41PM +0100, Emmanuel Lacour wrote: replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). We are currently using RT 2.0.14 but i would like to switch to 3.0 but have run into the same problems as you about perl etc. Do you have a short howto set up RT 3.0 on woody? -- Venlig hilsen/Kind regards Thomas Kirk ARKENA tlf/phone +4570233456 thomas(at)arkena(dot)com Http://www.arkena.com Don't mess with the dead, boy, they have eerie powers. -- Homer Simpson -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
We currently use a commercial system, but it works great for us, and the price really isnt that bad. It also is mostly written in PHP so you can change a good bit of it if you need to. The proprietarey part is the C binary that injects emails received into the database. http://www.cerberusweb.com/ On Wed, Dec 10, 2003 at 08:09:45PM +0100, Thomas Kirk wrote: On Wed, Dec 10, 2003 at 06:40:41PM +0100, Emmanuel Lacour wrote: replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). We are currently using RT 2.0.14 but i would like to switch to 3.0 but have run into the same problems as you about perl etc. Do you have a short howto set up RT 3.0 on woody? -- Venlig hilsen/Kind regards Thomas Kirk ARKENA tlf/phone +4570233456 thomas(at)arkena(dot)com Http://www.arkena.com Don't mess with the dead, boy, they have eerie powers. -- Homer Simpson -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED] -- John Gonzalez, Tularosa Communications | (505) 439-0200 work JG6416, ASN 11711, [EMAIL PROTECTED] | (505) 443-1228 fax http://www.tularosa.net -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
On Wed, Dec 10, 2003 at 08:09:45PM +0100, Thomas Kirk wrote: On Wed, Dec 10, 2003 at 06:40:41PM +0100, Emmanuel Lacour wrote: replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). We are currently using RT 2.0.14 but i would like to switch to 3.0 but have run into the same problems as you about perl etc. Do you have a short howto set up RT 3.0 on woody? yeah, I never worked out RT on woody. (did cause some problems on a test box, broke apt-get when I overwrote the perl debs with a source build). scp goodhost:/usr/bin/perl* /usr/bin/ fixed it. Would really like to see a howto, too, even though everything seems in the RT docs... // George -- GEORGE GEORGALIS, System Admin/Architectcell: 646-331-2027IXOYE Security Services, Web, Mail,mailto:[EMAIL PROTECTED] Multimedia, DB, DNS and Metrics. http://www.galis.org/george -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
We too use cerberus and its quite a nice application and very inexpensive for what it does. Pete Shuleski Network Administrator http://www.nni.com John Gonzalez/netMDC admin wrote: We currently use a commercial system, but it works great for us, and the price really isnt that bad. It also is mostly written in PHP so you can change a good bit of it if you need to. The proprietarey part is the C binary that injects emails received into the database. http://www.cerberusweb.com/ On Wed, Dec 10, 2003 at 08:09:45PM +0100, Thomas Kirk wrote: On Wed, Dec 10, 2003 at 06:40:41PM +0100, Emmanuel Lacour wrote: replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). We are currently using RT 2.0.14 but i would like to switch to 3.0 but have run into the same problems as you about perl etc. Do you have a short howto set up RT 3.0 on woody? -- Venlig hilsen/Kind regards Thomas Kirk ARKENA tlf/phone +4570233456 thomas(at)arkena(dot)com Http://www.arkena.com Don't mess with the dead, boy, they have eerie powers. -- Homer Simpson -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED] -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
Re: Ticketing systems
* Dan Ros wrote: We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. We're using Request Tracker http://www.bestpractical.com/rt/. -- - nobse
Re: Ticketing systems
* Dan Ros [EMAIL PROTECTED] [2003-12-10 17:10]: We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. our favourite at the moment ist 'roundup' from http://roundup.sourceforge.net/. cheers -- Jogi Hofmueller jogi_AT_mur_DOT_at http://mur.at/ Tel.: +43-316-821 451 55 Fax.: +43-316-821 451 26 Erreichbar: MO, MI, DO, 10.00 - 14.00 pgpyEZeyido9F.pgp Description: PGP signature
Re: Ticketing systems
We're thinking of using http://otrs.org/screenshot/ . Maarten
Re: Ticketing systems
On Wed, Dec 10, 2003 at 04:01:30PM -, Dan Ros wrote: We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. We're using bugin (http://www.notgod.com/?area=projects) it was easy to install and customize (integration with our custommers DB and ldap), but it's a little bit too simple (no mail gateway...etc). So I'm working in replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). My 0,27 sesterces. -- Emmanuel Lacour Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76 mailto:[EMAIL PROTECTED] -http://www.easter-eggs.com
Re: Ticketing systems
On Wed, Dec 10, 2003 at 04:01:30PM -, Dan Ros wrote: We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. OTRS looks pretty nice for that purpose. However it sounds pretty stupid to me to have the 1st and 2nd level Ticketing Systems not at one place. (OTRS even has some kind of FAQ Module for 1st Level Support). -- Rico -mc- Gloeckner | 1024D/61F05B8C | jabber:[EMAIL PROTECTED] http://www.ukeer.de |RICO-RIPE | sip:[EMAIL PROTECTED] == mv ~/.signature http://www.ukeer.de/signature.html ==
RE: Ticketing systems
We use http://helpdesk.oneorzero.com/ Matias Lambert OSInet Telecomunicaciones Capital Federal - Buenos Aires Argentina - CA1185ACA [EMAIL PROTECTED] http://www.osinet.com.ar I dont know what kind of weapons will be used in the third world war, assuming there will be a third world war. But I can tell you what the fourth world war will be fought with sticks and stones. Albert Einstein -Mensaje original- De: Dan Ros [mailto:[EMAIL PROTECTED] Enviado el: Miércoles, 10 de Diciembre de 2003 01:02 p.m. Para: Debian-ISP Asunto: Ticketing systems We are looking for a open source ticketing system. This is to be a internal ticketing system, for escalated queries only, ie; not general tech support queries. The helpdesk has their own proprietary system they use. At the moment we are modifying bugzilla to fit our needs, but I was wondering what other list members use. Dan -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED] BEGIN:VCARD VERSION:2.1 N:Lambert;Matias;German FN:Matias Lambert ( OSInet ) ORG:OSInet TeleComunicaciones TEL;WORK;VOICE:+54 11 4861 5616 TEL;HOME;VOICE:+54 11 4861 5616 TEL;CELL;VOICE:+54 11 (15) 4429 9469 TEL;WORK;FAX:+54 11 4861 5616 TEL;HOME;FAX:+54 11 4861 5616 ADR;WORK:;;Panamá 933 12 E;Capital Federal;Buenos Aires;C1185ACA;Argentina LABEL;WORK;ENCODING=QUOTED-PRINTABLE:Panam=E1 933 12 E=0D=0ACapital Federal, Buenos Aires C1185ACA=0D=0AArgentina URL;WORK:http://www.osinet.com.ar EMAIL;PREF;INTERNET:[EMAIL PROTECTED] REV:20030313T150013Z END:VCARD
Re: Ticketing systems
We currently use a commercial system, but it works great for us, and the price really isnt that bad. It also is mostly written in PHP so you can change a good bit of it if you need to. The proprietarey part is the C binary that injects emails received into the database. http://www.cerberusweb.com/ On Wed, Dec 10, 2003 at 08:09:45PM +0100, Thomas Kirk wrote: On Wed, Dec 10, 2003 at 06:40:41PM +0100, Emmanuel Lacour wrote: replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). We are currently using RT 2.0.14 but i would like to switch to 3.0 but have run into the same problems as you about perl etc. Do you have a short howto set up RT 3.0 on woody? -- Venlig hilsen/Kind regards Thomas Kirk ARKENA tlf/phone +4570233456 thomas(at)arkena(dot)com Http://www.arkena.com Don't mess with the dead, boy, they have eerie powers. -- Homer Simpson -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED] -- John Gonzalez, Tularosa Communications | (505) 439-0200 work JG6416, ASN 11711, [EMAIL PROTECTED] | (505) 443-1228 fax http://www.tularosa.net
Re: Ticketing systems
On Wed, Dec 10, 2003 at 06:40:41PM +0100, Emmanuel Lacour wrote: replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). We are currently using RT 2.0.14 but i would like to switch to 3.0 but have run into the same problems as you about perl etc. Do you have a short howto set up RT 3.0 on woody? -- Venlig hilsen/Kind regards Thomas Kirk ARKENA tlf/phone +4570233456 thomas(at)arkena(dot)com Http://www.arkena.com Don't mess with the dead, boy, they have eerie powers. -- Homer Simpson
Re: Ticketing systems
On Wed, Dec 10, 2003 at 08:09:45PM +0100, Thomas Kirk wrote: On Wed, Dec 10, 2003 at 06:40:41PM +0100, Emmanuel Lacour wrote: replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). We are currently using RT 2.0.14 but i would like to switch to 3.0 but have run into the same problems as you about perl etc. Do you have a short howto set up RT 3.0 on woody? yeah, I never worked out RT on woody. (did cause some problems on a test box, broke apt-get when I overwrote the perl debs with a source build). scp goodhost:/usr/bin/perl* /usr/bin/ fixed it. Would really like to see a howto, too, even though everything seems in the RT docs... // George -- GEORGE GEORGALIS, System Admin/Architectcell: 646-331-2027IXOYE Security Services, Web, Mail,mailto:[EMAIL PROTECTED] Multimedia, DB, DNS and Metrics. http://www.galis.org/george
Re: Ticketing systems
We too use cerberus and its quite a nice application and very inexpensive for what it does. Pete Shuleski Network Administrator http://www.nni.com John Gonzalez/netMDC admin wrote: We currently use a commercial system, but it works great for us, and the price really isnt that bad. It also is mostly written in PHP so you can change a good bit of it if you need to. The proprietarey part is the C binary that injects emails received into the database. http://www.cerberusweb.com/ On Wed, Dec 10, 2003 at 08:09:45PM +0100, Thomas Kirk wrote: On Wed, Dec 10, 2003 at 06:40:41PM +0100, Emmanuel Lacour wrote: replacing it with RT (bestpractical.com). A really great, widely used, stable and extensible system. It just need some work to feet our needs but is designed to do that easily. The only real problem with RT is it's needing for a recent perl install (5.8 for rt 3.x), so I build a dedicated perl for it to make it running on a woody box. Least, it seems to need a correct amount of memory (mod_perl or fastcgi eat RAM for loading RT with all it's modules). We are currently using RT 2.0.14 but i would like to switch to 3.0 but have run into the same problems as you about perl etc. Do you have a short howto set up RT 3.0 on woody? -- Venlig hilsen/Kind regards Thomas Kirk ARKENA tlf/phone +4570233456 thomas(at)arkena(dot)com Http://www.arkena.com Don't mess with the dead, boy, they have eerie powers. -- Homer Simpson -- To UNSUBSCRIBE, email to [EMAIL PROTECTED] with a subject of unsubscribe. Trouble? Contact [EMAIL PROTECTED]
