on Mon, Apr 01, 2002, Michael Marziani (firstname.lastname@example.org) wrote: > Hey folks, > > I know this a good group of sysadmins hence my reason for asking this OT > question in this forum. I am currently researching helpdesk solutions > for my IT dept and we are trying to find a free app. A very basic > helpdesk will do: > > user authentication > enter tickets > assign tickets > ticket categories (i.e. user support, server admin, etc) priority levels > searchability reporting (optional) SQL backend > > Now, before I get flamed and told to search freshmeat, I've already done > that and come up with quite a few free helpdesk applications. The > problem is just that. I'd rather not weed through them all myself if > someone else has already done this. If anyone can recommend a package > that they have used or heard about being good, I would much appreciate > it. > > Thanks for any help! I've investigated this, haven't installed a system yet, but my many Freshmeat / Sourceforge sources boiled down to a small handful when language, licensing, and development status were taken into account: - RT (Request Tracker): Perl, GPL, active. - GNATS: C, GPL, active. - Bugzilla: C, GPL, active. Functionality is grossly comperable for all three tools, and largely cover the criteria you mention. Honorable mention: BlueTail Ticket Tracker, despite being written in Erlang (may be a good language, but we've no competence in it) and questionable dev status. Debian's bugtracking system is robust but lacks a web-based front-end. Other contenders were non-free (KeyStone, PHPTroubleTicket), PHP (ProManager), or apparently static or immature (WebTTS, PeST). When you consider that Bugzilla is a bit of a monster, the choice seems to slide to RT and GNATS. My own inclination is to head toward RT. Peace. -- Karsten M. Self <email@example.com> http://kmself.home.netcom.com/ What Part of "Gestalt" don't you understand? What doesn't kill you makes you stranger.
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