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/
