Re: [lopsa-tech] Ticketing System Hosting
Daniel Rich wrote [edited]: Does anyone know if there is any way to link RT with drupal's authentication system A couple of days ago, I was just looking at External Authentication for RT: http://wiki.bestpractical.com/view/ExternalAuth -- -- zvr -- -- +---+ Alexios Zavras (-zvr-) | H eytyxia den exei enoxes | z...@zvr.gr +---zvr-+ ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing System Hosting
We should probably be able to do this on the new web server since we already have the existing accounts setup there. Does anyone know if there is any way to link RT with drupal's authentication system and/or to wrap RT in drupal? I found an rtapi module discussion in drupal's bgm, but no reference to it on the drupal modules site. http://drupal.org/node/730686 Tom Limoncelli wrote: Hey folks! Those of you that want to help LOPSA but haven't had a chance to volunteer... this is a great opportunity for you. The mentoring project will be forever grateful. We just need RT set up on an externally facing host. Due to spam issues, I suggest that new tickets be created via the web interface, but permit email for replies and followups. Who has a few spare cycles on an externally-facing machine? Thanks! Tom On Mon, Aug 16, 2010 at 1:01 AM, Christian Paredes c...@redbluemagenta.com wrote: Hi guys, We here in the LOPSA mentorship program are looking for a spare box for us to host some sort of ticketing system. It doesn't have to be super fancy; we'll likely want to host RT. If anyone can point us in the right direction or if anyone's willing to host a small installation of RT for us, we'll be extremely grateful. :) Thanks guys, -- christian ian paredes http://www.redbluemagenta.com chair of the lopsa mentorship program ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/ -- Dan Rich dr...@employees.org | http://www.employees.org/~drich/ | Step up to red alert! Are you sure, sir? | It means changing the bulb in the sign... | - Red Dwarf (BBC) signature.asc Description: OpenPGP digital signature ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing system
On Tue, Aug 3, 2010 at 2:11 AM, Martin Markovski markovski.mar...@gmail.com wrote: Looking for a ticketing system that is preferably open source. I've been looking into RT and OTRS but they were rejected as a solution. Unfortunate RT is out, it's top shelf. Redmine http://www.redmine.org/ is pretty good too. -- p...@nesbit.net | 416.642.6920 | paul.nesbit (GTalk/MSN) ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing system
On Tue, 3 Aug 2010, Tom Limoncelli wrote: These requirements sound like you are describing RT exactly. I Exactly what I was going to say :) It's been mu observation there some people just don't like RT even when it ticks all their boxes. I've tried to find out why this is so. Asking questions at multiple sites most of the answers have come down to this: (1) I don't like the interface Well ok fair enough. I've heard less of this since 3.6 however (the interface changed). (2) It's just annoying. This one is hard to quantify :) Oh well. I like it and have successfully deployed it at sites many times. Cheers, Rob -- Email: rob...@timetraveller.org Linux counter ID #16440 IRC: Solver (OFTC Freenode) Web: http://www.practicalsysadmin.com Open Source: The revolution that silently changed the world ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing system
Martin Markovski markovski.mar...@gmail.com writes: Looking for a ticketing system that is preferably open source. I've been looking into RT and OTRS but they were rejected as a solution. The requirements are the following: - ability to have multiple queues - have a web fronted where customers can create new and check the status of their tickets - able to create reports based on time and % of answered/closed tickets - ability to interact with the tickets via email FWIW, I would be really interested in hearing suggestions that met these needs, and also: - ability to have RT style security for users: if you don't have rights to the individual ticket and/or queue you don't get to even touch it. Super-nice to have would be something that helped track project planning, like an XP velocity style system, but hardly essential. Daniel -- ✣ Daniel Pittman✉ dan...@rimspace.net☎ +61 401 155 707 ♽ made with 100 percent post-consumer electrons ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing system
Martin Markovski markovski.mar...@gmail.com writes: Looking for a ticketing system that is preferably open source. I've been looking into RT and OTRS but they were rejected as a solution. Can you share why RT and OTRS were rejected? -- END OF LINE --MCP ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing system
Sorry, I am not in liberty to discuss that, all i can say is that it was not a technical decision. On Tue, Aug 3, 2010 at 3:34 PM, Robert Hajime Lanning lann...@lanning.cc wrote: Martin Markovski markovski.mar...@gmail.com writes: Looking for a ticketing system that is preferably open source. I've been looking into RT and OTRS but they were rejected as a solution. Can you share why RT and OTRS were rejected? -- END OF LINE --MCP ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/ -- Martin Markovski twitter: @martinmarkovski mobile: +38972272705 ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing system
Martin Markovski wrote: Sorry, I am not in liberty to discuss that, all i can say is that it was not a technical decision. To be fair to us, how can we provide useful suggestions if we don't know what the criteria are for rejection? My undoubted recommendation would of course have been RT. -- Zordrak lo...@tpa.me.uk ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing system
- Martin Markovski markovski.mar...@gmail.com wrote: Looking for a ticketing system that is preferably open source. I used to use zentrack, I loved it, it was very easy to use and deploy. -- MCT Michael C Tiernan http://www.linkedin.com/in/mtiernan ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing system
On Tue, Aug 3, 2010 at 2:11 AM, Martin Markovski markovski.mar...@gmail.com wrote: Looking for a ticketing system that is preferably open source. I've been looking into RT and OTRS but they were rejected as a solution. The requirements are the following: - ability to have multiple queues - have a web fronted where customers can create new and check the status of their tickets - able to create reports based on time and % of answered/closed tickets - ability to interact with the tickets via email These requirements sound like you are describing RT exactly. I realize that the decision was not a technical one and is not something you can discuss publicly, but maybe consulting with http://bestpractical.com/ can help resolve the issues (perhaps purchasing a support contract would ease fears, etc) On the other hand... I've heard good things about: -- SugarCRM Open Source -- Zentrack Since open source wasn't a requirement (just a preference), have you considered Remedy? I believe they have a pre-packaged configuration that is a good basic helpdesk solution. If both RT and ORTS were rejected then I get the feeling that there is more to the picture. Is there a ticket system in place right now? Often the non-technical push-back is against the entire concept of ticket systems and nothing will be good enough. In that case, don't bring a knife to a gun fight. In fact, find a way to avoid the fight entirely. The Art of War would suggest alternate strategies: -- Confront the primary dissenter directly: talk privately with the person to find the reasons behind their actions and settle those issues. -- Go around the dissenter entirely: set up RT or ORTS for a project they are not involved in, when it is successful it will be politically difficult not to expand its use to all projects. -- Go over the dissenter's head: get the dissenter's boss on board. -- Leverage influential people: If there is someone that the dissenter feels walks on water and can do no wrong, get an endorsement from that person. -- Act faster: install something and put it into action before they can push back. -- Act slower: are there benefits to putting off the decision? For example, will the dissenter retire or change jobs soon? (You may not be allowed to know that they are on the way out) -- Produce more data: Gather data and produce charts that show undeniably you are right (throwing away the charts that disagree; if the dissenter doesn't have the raw data, they can't make those charts). -- Produce less data: Work in secret to build the system. -- The power of crowds: Can you get a lot of other people on board such that the dissenter is outvoted? -- The Power of the Demo: Are they rejecting a system they haven't actually used? Install your preferred solution on a VM and give demos to likely supporters. -- Divide an conquer: Find out where the opposition isn't in agreement with each other and play one side against the other. -- Isolate dissent: Identify the dissenters and exclude them from the process (find a politically viable justification for this). -- Overload the dissenter: Give them so much other work to do that they don't have time to dissent; or put so much of the research on their shoulders that they ask to be taken out of the decision process. -- Make the dissenter think they are making the decision: If you ask a child what do you want for dinner? they'll ask for ice cream. If you tell them, Should we have hamburgers or hotdogs? they'll think they're making the decision even though you've already made it for them. (Worst of all: don't list choices one at a time, they'll keep saying no until you run out of choices: Do you want hamburgers? no Do you want hotdogs? no Umm... well, we have ice cream yes!). -- Take advantage of emergencies: In an emergency the normal decision process goes away. Can you create a situation (or wait for a situation) where you can get permission to install RT or ORTS just for this one emergency and then take advantage of the fact that nothing is more permanent than a temporary solution?) -- Bullies only respect other bullies: Declare that your solution is the ONLY solution and brow-beat anyone that disagrees. -- Discredit the enemy: If the dissenter is always going to find reasons to reject something, don't try to deal with the points they bring up; discredit the dissenter's opinions. (He isn't a real stake-holder, why should we listen? He rejects anything new, remember the time) -- Running code beats vaporware: All I can say is a running system beats the theory that it won't work. -- Avoid the issue: Find another project to work on that will make you a success; leave this can't win situation to co-workers that are suckers. If done right, these strategies could work. If done wrong, you could be fired. Proceed with caution. Tom ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League
Re: [lopsa-tech] Ticketing system
It's not open source, or free, however WebHelpDesk works for us and has the functionality you're looking for. Additionally it is extremely simple to set up and configure. - Pat (sent from my phone) On Aug 3, 2010, at 2:11 AM, Martin Markovski markovski.mar...@gmail.com wrote: Looking for a ticketing system that is preferably open source. I've been looking into RT and OTRS but they were rejected as a solution. The requirements are the following: - ability to have multiple queues - have a web fronted where customers can create new and check the status of their tickets - able to create reports based on time and % of answered/closed tickets - ability to interact with the tickets via email That's pretty much it. I would appreciate any suggestion you might have based on your experience. -- Martin Markovski twitter: @martinmarkovski mobile: +38972272705 ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/ ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
Re: [lopsa-tech] Ticketing system
On Tue, Aug 3, 2010 at 6:53 PM, Michael Tiernan michael.tier...@gmail.com wrote: I used to use zentrack, I loved it, it was very easy to use and deploy. Thanks, i will give it a spin tomorrow morning. On Tue, Aug 3, 2010 at 6:57 PM, Tom Limoncelli t...@whatexit.org wrote: These requirements sound like you are describing RT exactly. I realize that the decision was not a technical one and is not something you can discuss publicly, but maybe consulting with http://bestpractical.com/ can help resolve the issues (perhaps purchasing a support contract would ease fears, etc) When i was given the task of finind a solutoin RT was the first thing that came trough my mind. Purchasing a support contract will not help however things in the Art of War might. On the other hand... I've heard good things about: -- SugarCRM Open Source I have deployed SugarCRM in the past but for the needs of the sales department. Maybe i will look around in it, honestly haven't played around with it. -- Zentrack Will test it a spin tomorrow, thanks. Since open source wasn't a requirement (just a preference), have you considered Remedy? I believe they have a pre-packaged configuration that is a good basic helpdesk solution. I haven't considered it and will look into it more in the morning. -- The Power of the Demo: Are they rejecting a system they haven't actually used? Install your preferred solution on a VM and give demos to likely supporters. Already did this, I have a environment for everything i found that suits our needs prepared for testing. -- Make the dissenter think they are making the decision: If you ask a child what do you want for dinner? they'll ask for ice cream. If you tell them, Should we have hamburgers or hotdogs? they'll think they're making the decision even though you've already made it for them. (Worst of all: don't list choices one at a time, they'll keep saying no until you run out of choices: Do you want hamburgers? no Do you want hotdogs? no Umm... well, we have ice cream yes!). This is a good advice. I think i gave them too many choises. From simple as OsTicket to Trellis, OSRT, RT and Cerberus... -- Take advantage of emergencies: In an emergency the normal decision process goes away. Can you create a situation (or wait for a situation) where you can get permission to install RT or ORTS just for this one emergency and then take advantage of the fact that nothing is more permanent than a temporary solution?) -- Bullies only respect other bullies: Declare that your solution is the ONLY solution and brow-beat anyone that disagrees. And i will probably try this approach next. If done right, these strategies could work. If done wrong, you could be fired. Proceed with caution. Tom Thank you On Tue, Aug 3, 2010 at 7:18 PM, Patrick Cable p...@pcable.net wrote: It's not open source, or free, however WebHelpDesk works for us and has the functionality you're looking for. Additionally it is extremely simple to set up and configure. - Pat (sent from my phone) I've never heard of this one but i will take a look, thanks. -- Martin ___ Tech mailing list Tech@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
