Many, many thanks to all for your recommendations!!
We've decided to take another route - to "simply" extend our
existing service management system to make it more suitable for
helpdesk use as well (like email integration and some asset
management). It seemed like the right thing to do since it already
had support for different queues, prioritisation, notifications and
LDAP support for task assignments etc.
Thanks again. This list is amazing.
-filipp
On 28.5.2008, at 14.51, William Strucke wrote:
We are also using Web Help Desk with MySQL db.
It is, in my opinion, one of the best options out there. It is
very simple an intuitive for clients to use and dynamic and
configurable for administrators and technicians.
We are currently using it for all of our help desk tickets and our
asset database.
It is under active development and the company is quick to respond
to bug reports. We have seen them go from version 8.3 to 8.4.6.8
over the last two years. I believe they are working on version 9
now.
It works and synchronizes with Open Directory (which we use),
Active Directory, etc.. I have it configured to automatically
pull all accounts with a specific keyword, though that's just an
option.
William Strucke
Systems Manager
College of the Arts at The Ohio State University
email@hidden or 614.292.1059
On May 26, 2008, at 11:06 AM, Thomas C. Waters wrote:
We are using Web Help Desk, and it is awesome.
http://www.webhelpdesk.com/
I first went this route when I was short on staff, and didn't
feel I had anyone that could take an open source app and get it
going for us. Then, the decision was made to use a consultant to
set it up for us- the same guys who had installed our Xserve and
RAID. They had just begun to use an open source app, and while
they were happy to set it up for us, they thought their OS
solution rocked. But after setting Web Help Desk up for us, and
then struggling with the solution they had chosen, they dropped
it and implemented Web Help Desk themselves.
After we had it set up- it became clear that there really had
been no reason to use a consultant to set it up except that we
were short staffed. It is really easy to work with. We have it
set up to use MySQL as the back end DB.
On May 26, 2008, at 10:27 AM, Michael Levine Hess wrote:
RT http://bestpractical.com/rt/
is free and open source works great.
JIRA: http://www.atlassian.com/software/jira/
Is not free but it does alot more and is great. We just moved
over to it.
OTRS is another OSS, but RT is better, IMHO
Michael
On Thu, 22 May 2008, Filipp Lepalaan wrote:
Hi Gang,
Just wondering what, if any, kind of helpdesk solution do you
run in your environments?
Ie could you recommend some tools to track tickets and assets?
Our needs are not that great so I began to roll our own, but it
appears the devil is yet again in the details
and an off the shelf solution seems more and more appropriate. :-)
Many TIA,
-filipp
---
Filipp Lepalaan
email@hidden
http://unflyingobject.com
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Thomas Waters
Director of Information and Communication Services
University of Pittsburgh School of Pharmacy
412-383-7471
email@hidden
http://www.pharmacy.pitt.edu
tcwaters835 (skype, yahoo)
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