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Request Tracker / Other ticketing software Questions.

From: "Coe, Carson David" 
------------------------------------------------------
I am currently in the progress of testing out multiple Helpdesk/Ticketing s=
olutions in order to compare and eventually implement them for this company=
. My list includes Spiceworks, Zendesk, SysAid, Track-IT, and Request Track=
er, but I know there are others that I might not find on the front page of =
a Google search.

I have been able to test all of them except Request Tracker. RT is only for=
 Linux and I believe it has to be locally hosted. This is turning out to be=
 a significant amount of work for a test run. I think if I went through the=
 effort of setting up Request Tracker, I would just force the company to us=
e it.

My questions:
1) Have you used Request Tracker?
2) If so, what distribution of Linux did you host it on / is there a guide =
you followed to set it up? / is it worth it?
3) If you haven't used Request Tracker, what alternatives have you used? Wo=
uld you recommend them?

What we are looking for: A ticket tracking system, a knowledge base(manual =
or otherwise), AD integration for end-users, support for 1-2 agents, e-mail=
 support, and mobile support.

=============================================================== From: Michael Scholten ------------------------------------------------------ I can't help you much as we use a home brewed system but google ads seems to think I/we need to look at HelpSTAR... http://www.helpstar.com/index.php Gotta love google reading our emails... -Michael

=============================================================== From: Bret McHone ------------------------------------------------------ We use numara trackit and have found it to be very lacking. We hope to get funds to replace it in the next year or two. I think the only reason we have had it for so long was the price point vs. other stuff the helpdesk manager found. Unfortunately it put in place a long time before I was hired and they haven't considered anything else until recently when we tried to test the change management addon... which didn't work.

=============================================================== From: "Chris St. Pierre" ------------------------------------------------------ I've used Footprints (also from Numara), and it was terrible, especially from the administration side. I've also used Fogbugz, which wasn't in your list, but is also not great. I used RT for a few years, and it was bad, but so so much better than either of the others. That's a refrain I've heard others repeat -- RT is the "least bad" ticketing system out there.

=============================================================== From: Chris Mowery ------------------------------------------------------ I am currently looking to get away from Footprints at work. You would think something that expensive would be a lot better. Spiceworks is nice and has some good integration from what I have seen, but we haven't made a decision yet. Chris On May 15, 2013 8:59 PM, "Chris St. Pierre" wrote:

=============================================================== From: "Coe, Carson David" ------------------------------------------------------ I've used Footprints for about 3 years at my other job. I was actually quit= e fond of it. There are annoyances here and there, but I guess it was the o= nly ticketing system I ever looked at until recently. I'm currently checkin= g out HelpSTAR as it was mentioned earlier. It actually looked good, but th= ey've suspiciously omitted their pricing. All of these types of software se= em to do that. From: chugalug-bounces@chugalug.org [mailto:chugalug-bounces@chugalug.org] = On Behalf Of Chris Mowery Sent: Wednesday, May 15, 2013 9:04 PM To: CHUGALUG Subject: Re: [Chugalug] Request Tracker / Other ticketing software Question= s. I am currently looking to get away from Footprints at work. You would think= something that expensive would be a lot better. Spiceworks is nice and has= some good integration from what I have seen, but we haven't made a decisio= n yet. Chris I've used Footprints (also from Numara), and it was terrible, especially fr= om the administration side. I've also used Fogbugz, which wasn't in your l= ist, but is also not great. I used RT for a few years, and it was bad, but= so so much better than either of the others. That's a refrain I've heard = others repeat -- RT is the "least bad" ticketing system out there. We use numara trackit and have found it to be very lacking. We hope to get = funds to replace it in the next year or two. I think the only reason we hav= e had it for so long was the price point vs. other stuff the helpdesk manag= er found. Unfortunately it put in place a long time before I was hired and = they haven't considered anything else until recently when we tried to test = the change management addon... which didn't work. I am currently in the progress of testing out multiple Helpdesk/Ticketing s= olutions in order to compare and eventually implement them for this company= . My list includes Spiceworks, Zendesk, SysAid, Track-IT, and Request Track= er, but I know there are others that I might not find on the front page of = a Google search. I have been able to test all of them except Request Tracker. RT is only for= Linux and I believe it has to be locally hosted. This is turning out to be= a significant amount of work for a test run. I think if I went through the= effort of setting up Request Tracker, I would just force the company to us= e it. My questions: 1) Have you used Request Tracker? 2) If so, what distribution of Linux did you host it on / is there a guide = you followed to set it up? / is it worth it? 3) If you haven't used Request Tracker, what alternatives have you used? Wo= uld you recommend them? What we are looking for: A ticket tracking system, a knowledge base(manual = or otherwise), AD integration for end-users, support for 1-2 agents, e-mail= support, and mobile support.

=============================================================== From: James Nylen ------------------------------------------------------ Is github an option? I don't know what features you are looking for, and obviously you can't host it yourself, but they support everything I've needed to do for personal projects. y d, a ur * * t ed * ot to to e l il

=============================================================== From: Tim Youngblood ------------------------------------------------------ GitLab is something you should look into. y s ly od, a our * * we red o * t not to h to

=============================================================== From: Nick Smith ------------------------------------------------------ We use OTRS, its nice and has what your looking for, tickets, KB (They call it FAQ) AD integration and email and mobile support. Its a pain to setup but once its done, it works well. http://www.otrs.com It also has some nice ITIL/ITSM stuff you can install as an add-on. Ive also used spiceworks in the past, but it was a windows only install, and eventually it couldnt handle the database size and we would have to reboot the server several times a day. It also wanted to auto discover devices on your network and a bunch of other things we didnt need. On Thu, May 16, 2013 at 7:37 AM, Tim Youngblood wr= ote: d : ly as tly ood, e e a y your , . : n we k ired to : nt not t to gh y to ? 2

=============================================================== From: Matt Keys ------------------------------------------------------ I'm using zendesk where I work now and love the android app. The only downside to zendesk that I can think of is it that it doesn't play nice with IE11. Outside of your list I'd suggest a look at osTicket ( http://osticket.com/ ).