Personal Ticket Tracking System for Admins? 154
sirfunk asks: "I am a student and part-time system admin for a few local businesses. Most of the businesses I work for do not have me come in regularly, I'm sort of on a on-call, fix-it-when-it-breaks schedule. I'm wondering if anyone out there has come across a personal ticket-tracking system, that would allow my businesses to submit tickets with their problems and priority. The primary requirement would be that the user interface (for my businesses) would be very simple. I've checked out Bugzilla and Trac both of them look way overcomplicated for my needs. Any ideas?"
One or Zero (Score:4, Informative)
One or Zero looks good. (Score:1)
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Cheney's company is building [nytimes.com] prisons [halliburton.com] for the U.S. government.
Re:One or Zero (Score:2)
Re:One or Zero (Score:2)
The OneOrZero Task Management and Helpdesk software is licensed under the latest version of the GPL.
We encourage you to embrace open source development and what it stands for. Please read the license and help support this movement.
What exactly is your definition of OSS?
Technically ... (Score:2)
However, lawyers apart, it certainly fits the standard Free Source Software definition most people use.
Re:Technically ... (Score:2)
Eivind.
Re:One or Zero (Score:1)
P.S. Apologies for feeding the troll
Source (Score:1)
So (Score:2)
Re:So (Score:1)
Re:So (Score:2)
And heaven forbid you want some real-world advice on pros and cons, gotchas, pitfalls and nifty features, ease of installation/maintenance, suitability for specific purposes, or any of that other stuff.
Comment removed (Score:3, Interesting)
Re:Dedicated Email Address (Score:2)
100% right on. email is the way to go. they come to you, you can look at them easily (and anywhere), and you can easily respond if the fix is a simple one they can do themselves
use a different address for each of your customers: joes.garage.support@example.net; keep it real simple, and everyone is happy
Re:Dedicated Email Address (Score:2, Informative)
I'll even give you a gmail invite if you need one.
Just tell your folks to send you a news story email: how, what, where, when, why.
Every one of your clients has email in some form. If they don't have an email address, call Wharton for a case study specimen.
The best advice I can give you is as a one man operation, DO NOT get hung up on your own infrastructure. Every minute spent on your office is one less billable, or fullfillable moment of your life.
Time happens, and you won't bel
Re:Dedicated Email Address (Score:3, Informative)
Re:Dedicated Email Address (Score:2)
So stick an HTML form in front of the email, with a textarea for each question.
Re:Dedicated Email Address (Score:2)
RT (Score:1)
Re:RT (Score:2)
Re:RT (Score:2)
Re:RT (Score:2)
It's brilliant, I used it for years and am about to go through and set it up again.
Berny
TrackPlus (Score:1)
Demo Version [emron.org]
We ran it internally for a bit using Tomcat and MySql.
The last I remember it was free for use for less than 10 users.
Cerberus (Score:2)
Re:Cerberus (Score:2)
Another vote for Cerb, Used it for a while now and i've had no serious problems. As said above the public web interface is rather ugly to start but easy enough to change
Good Lord... (Score:1, Troll)
Re:Good Lord... (Score:3, Insightful)
Dude, there is such a thing as too much information. Same for people above who said sourceforge. He might *find* every ticketing system on earth through one of those methods, but should he have to research, download, install (including battering himself against poorly documented and painful to implement open source installs) and test every package he finds to decide what to use?
For big orgs with a lot of technical users, RT is fine but for a small simple operation it's hopelessly overcomplicated. He wo
Re:Good Lord... (Score:1, Troll)
Bullshit.
MAGIC (Score:1)
Re:MAGIC (Score:2)
I hear that if you take the MAGIC MUSHROOMS first, the interface appears far less clunky.
Request tracker (Score:2)
Or do a search on freshmeat for "ticket system" or something along the lines.
Re:Request tracker (Score:2)
Re:Request tracker (Score:2)
Re:Request tracker (Score:2)
Re:Request tracker (Score:2)
Re:Request tracker (Score:2)
Simple To Do list (Score:1)
I'm a nurse and part-time sysadmin for the nonprofit I work for (I know, I know, I agree it's a bad idea, but no one more qualified has volunteered to come and do it for free). I've been using the Backpack ToDo list [backpackit.com]. I have a Thunderbird template on each computer that has the email for a backpack page and TODO in the subject line. In the body, the submitter has to put their computer ID, the problem, and either "urgent" or "annoying". Backpack is set up to SMS me when messages come in, and then I can cate
Suggestion (Score:2)
I agree! Mantis! (Score:2)
I also agree (Score:1)
it's kinda source forgey, and you get to run it yourself on your own server.
customization of certain things is possible and they're improving it all the time.
I found customization of the views (i.e. the columns you see when viewing all your bugs) wasn't supported and you had to hack PHP files. though who knows, maybe they'll fix that soon too (or already!)...
There's also Gforge, which aims to be like sourceforge, though last I tried to use it I felt confused, which was maybe like 3 years ago
MantisBT (Score:2)
Huge thumbs up for Mantis! (Score:2)
Re:Huge thumbs up for Mantis! (Score:2)
Write your own. (Score:2)
I wrote a web-based trouble ticket tracking system for my Database Processing class.
Re:Write your own. (Score:2)
I knew plenty of philosophy majors that were admins in their spare time, and currently work with an Oracle developer who is studying Latin.
Re:Write your own. (Score:1)
Re:Write your own. (Score:2)
My users are, to be frank, not the brightest bunch (aircraft mechanics...), so their interface just asks for a name, their location, and a short problem description. click a button, and it sends the three of us in the department an email. There's also a list interface to see what tickets haven't been taken yet.
It's quick and simple, but there's nothing to s
Re:Write your own. (Score:2)
Me, for one
I did my apprenticeship as an aircraft mechanic, starting in 1990. I have no formal training in computers, and make use of the troubleshooting and problem-solving skills I gained from my background almost every day. I perhaps should have qualified my comment - "Many of my users are not the brightest". There are many very bright guys who work here - responsible, quick-witted, intelligent p
RT request ticketting. (Score:1)
But it's got the necessary features and much of the advanced stuff. I've used this at a job and it worked well. Hardest part was the setup (short-steep learning curve for the initial config).
Install went smooth enough.
MySQL, apache, PHP base. Maybe some other stuff needed too.
Cons:
- Too many options to sometimes (overly complicated) maybe.
- Without a nicer template, the default look isn't pretty. Maybe not so hot for customer facing.
Re:RT request ticketting. (Score:1)
And the database choice is flexible.
http://wiki.bestpractical.com/index.cgi?ManualReq
unipress footprints 7 (Score:2)
Unipress Footprints has a lot of nice features: calendaring, submission by form, instant web chatting and VNC support, time tracking, built in knowledgebase, and more.
It's not free, but it's what we use at the college and it works great.
Mantis Bug Tracking System (Score:2)
OSS Choices (Score:3, Informative)
PHP Helpdesk [sourceforge.net]
PHP Support Tickets [phpsupporttickets.com]
Trouble Ticket Express [troubleticketexpress.com]
Re:OSS Choices (Score:1)
We are on our second revision and are very happy. For most users we have an email address they send tickets too. As we interact with the ticket they get updates via email. They can reply to this email and it gets added in with the ticket. Really accessible interface.
They also have an add on wiki available that is fairly usefull and integrated.
Just a note... this is based on mod_perl and may be ram intensive(512MB for us).
The config is also kinda wierd and tedio
PmWiki (Score:1)
A little dusty but still pretty good (Score:1)
Another option (a little more modern) would be RT [bestpractical.com]. Our security group is using it with success. They get at least a hundred new tickets every day and RT made it possible for them to deal with all of them in a timely manner.
IRM (Score:1)
I used to use it and liked it.
Smarter Ticket... (Score:1)
http://www.smarterticket.com/Products/SmarterTick
Roll your own (Score:1)
OTRS... (Score:2)
Re:OTRS... (Score:1)
Re:OTRS... (Score:2)
JIRA (Score:2)
Try elogd (Score:1)
SharePoint Services (Score:1)
Zwiki Tracker (Score:1)
Oracle Application Express (Score:2)
http://www.oracle.com/technology/products/database
Application Express is included in the Oracle Database 10g Express Edition.
http://www.oracle.com/technology/products/database
Roundup (Score:2)
I get good feedback from people using Roundup [sf.net] for this sort of thing (amongst others).
You can set it up to accept mail in, and for each new ticket (issue) created, it sets up a little mini-mailing list of the author and the people cc'ed on the incoming email.
Re:Roundup (Score:2)
In general, you can modify an issue through the commandline or through the web interface or through e-mail. Of course, I don't think anyone uses the command line interface.
Also, Richard does a great job of responding to any issue regarding Roundup, just see the mailing lists.
Al
Perldesk (Score:2)
Best $100.00 I've ever spent. It even allows tickets to be accepted via email with an auto-responder.
osticket community version (Score:2)
i was researching this a couple weeks ago, and have decided to give osticket community version a try.
i've used wreq in the past and recommend it, and will also check out RT, it is we documented and even has an oreilly book! both of these are heavy perl based, where as osticket is more php/mysql based. make sure to check out the community version, the commercial version is a little stale... in any event my requirement was
FogBugz? (Score:2)
You might try... (Score:1)
It's at least a start. It took us a little while to implement, but now it runs like a dream. It seems to offer everything you're looking for. It's PHP/mySQL based. Hope that helps!
WREQ (Score:1)
Jira is the best for the money right now (Score:2)
I spent a long while looking at the free alternatives and jira really blew them away.
BTNet (Score:1)
http://btnet.sourceforge.net/ [sourceforge.net]
This is a
Write your own (Score:2)
Email is the simplest interface (Score:1)
As was already mentioned, perhaps something like a dedicated email address that would enable you (or your ticketing system) to receive and enter this request yourself would be the best -- you could even auto-generate an email reply that would direct the sender to your
Best Practical's RT (Score:2)
It's what we use. It parses email to open tickets, generates replies, allows you to track an issue, handles attachments and it's open source.
HTH,
Queen B
Re:Best Practical's RT (Score:2)
Horde project (Score:2)
You can always build your own (Score:1)
Interfacing with Email (Score:2)
But then I realized that what I really want is just a simple web front end into an IMAP mailbox so that support personnel just manage tickets like they manage their email. In practice I suspect most "tickets" would be processed entirely without using the web front end at all. But regular users should be able to use th
I will have something like it (Score:1)
FogBugz is great. Bugzilla, Scarab, not so much. (Score:2)
If you compare them to workhorses like Bugzilla, Fogbugz seems very minimalistic, but it turns out to actually be more useful that way. The guy behind the folks
Problem with OSS (Score:2)
That is, there are too many problems with configuration management.
In the time I have invested trying to find the right package, I could have written one that would have supported my needs quite adequately.
But if anyone knows of one that is dead easy to setup, eg. uses sqlite or something like that as a backend, please post in th
phpaga (Score:1)
it also has mechanisms for you to track your time on each project and print invoices
grab the latest cvs version of it
phpaga.net
Simple Ticket (Score:1)
Post-it (tm) notes (Score:2)
...and a cell phone. Take tickets by phone only so you can ask them right then and there "what do you expect to happen when you click there and what actually happens?" "what does the error message say?" "is the little green light in your ethernet card lit?". Write down the info you get from the phone call on a post-it note. Stick it on the side of your monitor. When the issue is resolved, put the note in a file or in the wastebasket, depending on how much archiving you want to do.
Request Tracker (Score:2)
Mantis? (Score:2)
Another bug tracking tool to consider is Mantis [mantisbt.org]. We use it in our product to track a large number of small issues that the client is constantly coming up with; we think it works well.
However, it's quite possible that it's also too complicated for your needs. I like the suggestion of a simple email address as a public interface; perhaps just install Mediawiki for yourself so you can store everything in it? I like wikis for keeping track of simple stuff.
Request Tracker (Score:2)
37Signals (Score:2)
Try Trac (Score:2)
"Trac allows wiki markup in issue descriptions and commit messages, creating links and seamless references between bugs, tasks, changesets, files and wiki pages. A timeline shows all project events in order, making getting an overview of the project and tracking progress very easy."
OTRS is easy to setup, professional quality, FREE (Score:2)
Somebody mod the OTRS posts up! Its a really good OSS solution!
The Open Ticket Request System is used by lots of commercial entities. We're using it around here and it works well. The latest version is a pretty big improvement on an already pro quality product. Its easy to change the graphics to reflect your company's look and feel.
The price is right (free and OSS) and commercial support is available (we haven't needed it). FWIW, we have about 200 users and the OTRS stuff is running
I like this (Score:2)
itracker (Score:2)
I use itracker [itracker.org] for issue tracking on a few personal projects. It's easy to set up (just drop the EAR in a JBoss installation and configure a database) and easy to use.
Not too fancy, but it should do the trick.
RUQueue (Score:2)
Re:Email (Score:1)
Re:Just try OTRS (Score:2)
Re:Get Trac (Score:2)