recommended trouble ticketing system

[Mark Jayson Alvarez]

Hi,
I'm looking for a software that we can use for
trouble ticketing system. We are using Open Ticket
Request System(OTRS) before but my superiors, told me
that I can search for another better software for this
purpose. Can you suggest me some of the trouble
ticketing systems you have used before aside from OTRS
and if there's any problem you have encountered using
it or its advantages over OTRS. I did a quick search
on google and freebsd ports and found Request
Tracker(RT), also Trouble Ticket System from
Freshmeat, and lastly WebTTS, but I'm having a hard
time deciding which one to use. Suggestions are very
much welcome.

Thanks!



__________________________________
Do you Yahoo!?
Yahoo! Mail - Find what you need with new enhanced search.
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[Pat Maddox]

My favorite one is Kayako eSupport - [url]www.kayako.com[/url]
Another popular one is Cerberus HelpDesk - [url]www.cerberusweb.com[/url]


On Wed, 23 Feb 2005 01:16:15 -0800 (PST), Mark Jayson Alvarez
<jay2xra@yahoo.com> wrote:

> Hi,
> I'm looking for a software that we can use for
> trouble ticketing system. We are using Open Ticket
> Request System(OTRS) before but my superiors, told me
> that I can search for another better software for this
> purpose. Can you suggest me some of the trouble
> ticketing systems you have used before aside from OTRS
> and if there's any problem you have encountered using
> it or its advantages over OTRS. I did a quick search
> on google and freebsd ports and found Request
> Tracker(RT), also Trouble Ticket System from
> Freshmeat, and lastly WebTTS, but I'm having a hard
> time deciding which one to use. Suggestions are very
> much welcome.
>
> Thanks!
>
> __________________________________
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> Yahoo! Mail - Find what you need with new enhanced search.
> [url]http://info.mail.yahoo.com/mail_250[/url]
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> [email]freebsd-questions@freebsd.org[/email] mailing list
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>

[Eric F Crist]

On Feb 23, 2005, at 3:16 AM, Mark Jayson Alvarez wrote:

> Hi,
> I'm looking for a software that we can use for
> trouble ticketing system. We are using Open Ticket
> Request System(OTRS) before but my superiors, told me
> that I can search for another better software for this
> purpose. Can you suggest me some of the trouble
> ticketing systems you have used before aside from OTRS
> and if there's any problem you have encountered using
> it or its advantages over OTRS. I did a quick search
> on google and freebsd ports and found Request
> Tracker(RT), also Trouble Ticket System from
> Freshmeat, and lastly WebTTS, but I'm having a hard
> time deciding which one to use. Suggestions are very
> much welcome.
>
> Thanks!

I strongly recommend eGroupware, available in ports
(/usr/ports/deskutils/egroupware). It does a lot more than TTS, but we
use it for a few clients and they love it.

HTH
__________________________________________________ _____
Eric F Crist "I am so smart, S.M.R.T!"
Secure Computing Networks -Homer J Simpson

[Tom Trelvik]

RT is wonderful, it does an excellent job managing information and
emails, and is very customizable. If you want it to display something
it normally wouldn't, you can query it's MySQL db yourself to generate
the reports/stats you're interested in, or even modify it's main page to
display information a program you wrote collects.

Tom


Mark Jayson Alvarez wrote:

> Hi,
> I'm looking for a software that we can use for
> trouble ticketing system. We are using Open Ticket
> Request System(OTRS) before but my superiors, told me
> that I can search for another better software for this
> purpose. Can you suggest me some of the trouble
> ticketing systems you have used before aside from OTRS
> and if there's any problem you have encountered using
> it or its advantages over OTRS. I did a quick search
> on google and freebsd ports and found Request
> Tracker(RT), also Trouble Ticket System from
> Freshmeat, and lastly WebTTS, but I'm having a hard
> time deciding which one to use. Suggestions are very
> much welcome.
>
> Thanks!
>
>
>
> __________________________________
> Do you Yahoo!?
> Yahoo! Mail - Find what you need with new enhanced search.
> [url]http://info.mail.yahoo.com/mail_250[/url]
> _______________________________________________
> [email]freebsd-questions@freebsd.org[/email] mailing list
> [url]http://lists.freebsd.org/mailman/listinfo/freebsd-questions[/url]
> To unsubscribe, send any mail to "freebsd-questions-unsubscribe@freebsd.org"

[Tom Trelvik]

(redirecting back to the list)

I've not used specialized bug tracking software before, so I'm not sure
what kind of bug tracking specific features they might offer, but RT is,
as the name suggests, just a generic request tracking system, and I
don't see why it couldn't also be used for bug tracking. Normal usage
typically involves a user sending an email to an RT address (of your
choice) to make a request (of any type). RT then sends an email to a
list of people who are set to respond to that RT queue, one of them will
then respond and "take" (ownership of) the ticket and when done, change
the status to resolved (there are other allowable statuses, as well).
When necessary, multiple people can get involved with a given ticket,
and/or it can be redirected to someone else as needed.

Tom


dave wrote:

> Hi,
> Question on rt, is it a general bug tracking software package as well?
> I'm looking for something like gnats which i have not been able to get
> working or bugzilla which i do not like because it puts email cleartext on
> the page. I've heard good things about rt, but don't know if it'll suit my
> situation.
> Thanks.
> Dave.
>