Help Desk Software

[omegahalo-Re5JQEeQqe8AvxtiuMwx3w at public.gmane.org (Chris O'Connell)]

Thanks Guys.  I guess I should have included more information in my original
posting.  The organization is structured in a very decentralized way.  The
United States is broken up into 9 regions called Provinces.  Each Province
has one IT guy or girl.  Presently we don't communicate among one another
very much at all.  While I use a database I wrote to track change controls,
inventory and issues what I wrote isn't suitable for group use.

I'm trying to organize the first national meeting of our 9 IT people and one
of the proposed ideas/questions was what people use to track their work
tickets.  Given some up coming mergers of Provinces I thought this might be
a good time to consider installing a web based ticketing system and letting
people use the system voluntarily.  We are also exploring a few other open
source collaboration programs.

Can anyone suggest any open source change management or collaboration tools
that might help?

It sounds like RT is the suggested ticketing software.

On Sat, Feb 26, 2011 at 7:42 AM, Jerry Feldman <gaf-mNDKBlG2WHs at public.gmane.org> wrote:

> On 02/25/2011 07:14 PM, Chris O'Connell wrote:
> > Can anyone recommend some open source help desk software?
> >
> > Obviously the software should be web based.  I also want to be able to
> run
> > reports about closed items, open items, and who is assigned to what.
> >
> RT has been discussed before. http://bestpractical.com/rt/
>
> Most help desk software should give you the reports you want, but you
> also want the system to be usable by the people who are answering the
> calls. Years ago when I was with a small company our customers would
> call, and we didn't track them, but we decided to just keep a manual
> phone log. One day one of our field people complained to my boss that he
> never got callbacks. I got out my phone log and threw it right back into
> his face. In any case, part of the issue is that you have to sell the
> system to the people who will be using this. So, you might want to think
> of setting up some incentives to use the product, whatever you choose.
>
> --
> Jerry Feldman <gaf-mNDKBlG2WHs at public.gmane.org>
> Boston Linux and Unix
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>
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