Re: Help Desk Software
On 02/25/2011 07:14 PM, Chris O'Connell wrote: Can anyone recommend some open source help desk software? Obviously the software should be web based. I also want to be able to run reports about closed items, open items, and who is assigned to what. RT has been discussed before. http://bestpractical.com/rt/ Most help desk software should give you the reports you want, but you also want the system to be usable by the people who are answering the calls. Years ago when I was with a small company our customers would call, and we didn't track them, but we decided to just keep a manual phone log. One day one of our field people complained to my boss that he never got callbacks. I got out my phone log and threw it right back into his face. In any case, part of the issue is that you have to sell the system to the people who will be using this. So, you might want to think of setting up some incentives to use the product, whatever you choose. -- Jerry Feldman g...@blu.org Boston Linux and Unix PGP key id: 537C5846 PGP Key fingerprint: 3D1B 8377 A3C0 A5F2 ECBB CA3B 4607 4319 537C 5846 ___ Discuss mailing list Discuss@blu.org http://lists.blu.org/mailman/listinfo/discuss
X crashes with SSID Broadcast turned off
My laptop has Xubuntu 10.10 installed (Ubuntu with XFCE desktop). With the SSID Broadcast turned off at the router (the Netgear I recently purchased), once logged into the desktop, it (X?) crashes and returns to the login screen. Before the actual crash occurred each time, the network-manager icon did not appear on the XFCE taskbar. Once SSID is turned back on and logged in, everything is fine. Why would having this turned off, cause the desktop to crash, unless there is an obvious issue (bug) in network-manager? On the surface, it would seem that in order to prevent such a crash, Ubuntu and its variants would require SSID be turned on. FWIW, the video is recognized as ATi Radeon-based (I know there have been issues with this and Linux). ___ Discuss mailing list Discuss@blu.org http://lists.blu.org/mailman/listinfo/discuss
Re: Help Desk Software
Sorry, I meant change control, like tracking hardware, software and other changes to systems or softwares. I have a primitive form of change control tracking built into the customer DB I wrote. This allows me to look historically at any changes/problems a particular resource has ever had. Came in handy this week when I made a simple change to my ESXI server's time settings. Later I went to view the real time performance monitor and it didn't work on any of the virtual servers! I looked back at the change controls and found the last change I made was updating the time settings. I reverted to the previous settings and viola! Performance monitoring was working again. On Sat, Feb 26, 2011 at 8:19 AM, Jerry Feldman g...@blu.org wrote: On 02/26/2011 08:05 AM, Chris O'Connell wrote: Thanks Guys. I guess I should have included more information in my original posting. The organization is structured in a very decentralized way. The United States is broken up into 9 regions called Provinces. Each Province has one IT guy or girl. Presently we don't communicate among one another very much at all. While I use a database I wrote to track change controls, inventory and issues what I wrote isn't suitable for group use. I'm trying to organize the first national meeting of our 9 IT people and one of the proposed ideas/questions was what people use to track their work tickets. Given some up coming mergers of Provinces I thought this might be a good time to consider installing a web based ticketing system and letting people use the system voluntarily. We are also exploring a few other open source collaboration programs. Can anyone suggest any open source change management or collaboration tools that might help? It sounds like RT is the suggested ticketing software. What do you mean by open source change management. CVS, SVN, and GIT are all Open Source tools. More recently GIT seems to be in favor, but both CVS and SVN are excellent. We had a presentation on RT at the BLU a number of years ago, and companies were using RT for a number of different types of things. -- Jerry Feldman g...@blu.org Boston Linux and Unix PGP key id: 537C5846 PGP Key fingerprint: 3D1B 8377 A3C0 A5F2 ECBB CA3B 4607 4319 537C 5846 ___ Discuss mailing list Discuss@blu.org http://lists.blu.org/mailman/listinfo/discuss ___ Discuss mailing list Discuss@blu.org http://lists.blu.org/mailman/listinfo/discuss
Re: Help Desk Software
On Fri, Feb 25, 2011 at 7:14 PM, Chris O'Connell omegah...@gmail.comwrote: Can anyone recommend some open source help desk software? Obviously the software should be web based. I also want to be able to run reports about closed items, open items, and who is assigned to what. ___ Discuss mailing list Discuss@blu.org http://lists.blu.org/mailman/listinfo/discuss Free: osTicket PHP Support Tickets RT (previously mentioned) Not free: PerlDesk Cerberus Helpdesk I've used Cerberus for a couple different places and I have some mixed reviews, at this point with all the changes they have made I don't think I'd pick them again. -matt ___ Discuss mailing list Discuss@blu.org http://lists.blu.org/mailman/listinfo/discuss
Re: Help Desk Software
On 02/26/2011 10:50 AM, Richard Pieri wrote: On Feb 26, 2011, at 8:26 AM, Chris O'Connell wrote: Sorry, I meant change control, like tracking hardware, software and other changes to systems or softwares. Yep, that's change management. If you're looking for the whole ITIL stack then there isn't a whole lot on the open source front. OTRS has a full ITIL stack available but I've never used it. If all you need is a ticket tracking system then RT should work well. Actually, RT could do the change management. It is pretty feature rich. -- Jerry Feldman g...@blu.org Boston Linux and Unix PGP key id: 537C5846 PGP Key fingerprint: 3D1B 8377 A3C0 A5F2 ECBB CA3B 4607 4319 537C 5846 ___ Discuss mailing list Discuss@blu.org http://lists.blu.org/mailman/listinfo/discuss
SQL-Lite / PHP question
A colleague of mine if developing a Client/.Server app using Ubuntu 9.10 He is running into versioning errors with SQL-Lite / PHP. app-cache search commands have not worked (but we may not not doing this properly. Has anyone had experience with this? Please let know what other details are needed to solve this issue. Thanks! John Malloy johnmalloy AT comcast DOT net ___ Discuss mailing list Discuss@blu.org http://lists.blu.org/mailman/listinfo/discuss
Re: Help Desk Software
Chris O'Connell asked: Thanks for the advice. So the JIRA $10 is a one time purchase price per module allowing you to install on your own server? Yes, you can google for Atlassian starter license: it's for your own Linux (or Mac or Windows) server, as opposed to the hosted-app product that a lot of these companies provide to monetize everything month-to-month. It's a Tomcat application, by the way. Out of the box, it does most of what you want though you'll quickly find that you want to customize the UI (some basic features need to be configured), and the learning curve for admin is somewhat steep. The company seems to have devoted most of its user-friendliness efforts on the end-user portions of the UI. -rich ___ Discuss mailing list Discuss@blu.org http://lists.blu.org/mailman/listinfo/discuss
