Date: Wed, 30 May 2001 10:16:45 -0400 From: Daniel Frazier <dfrazier@magpage.com> To: Corey Brune <brune@sdf.lonestar.org> Cc: Bill Moran <wmoran@iowna.com>, Joe.Warner@smed.com, FreeBSD-Questions@FreeBSD.ORG Subject: Re: Help Desk App for FreeBSD Message-ID: <3B1500CD.79D4C10C@magpage.com> References: <200105292052.f4TKqSx05469@sdf.lonestar.org>
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I've found keystone to be a bit cumbersome for trouble-ticket tracking. We use it here for project management/tracking stuff, but we use WebRT (Request Tracker) for time sensitive support issues. It's easy enough to have mail to support@yourdomain.com go directly to Request Tracker (which does get auto-replied to). We also have a form on our web site that allows users to submit support issues. IMHO Request Tracker is the tool for this job. -- ---------------------------------------------------------------------- Daniel Frazier <dfrazier@magpage.com> Tel: 302-239-5900 Ext. 231 Systems Administrator Fax: 302-239-3909 MAGPAGE, We Power the Internet WWW: http://www.magpage.com/ "They that can give up essential liberty to obtain a little temporary safety deserve neither liberty nor safety." - Benjamin Franklin, Historical Review of Pennsylvania, 1759. Corey Brune wrote: > > Try http://keystone.whitepj.net. The app is written in php, and uses almost any database. > > Corey > > Bill Moran > > > > Joe.Warner@smed.com wrote: > > > > > > Hi, > > > > > > Before I start looking at commercial solutions, I was > > > just wondering if anyone on this list knows about a web > > > based Help Desk application that would run on FreeBSD. > > > > > > Our current Help Desk application is running on a Lotus Notes > > > database via Domino on the AS/400. Our users access the > > > database with the Lotus Notes 5.0.5 client on WIN NT/2K. This > > > application is outdated and I feel a web based solution would > > > better serve our needs. > > > > > > I'm currently running Apache 1.3.6 on a FreeBSD 3.4 box but > > > plan to upgrade to FreeBSD 4.2 or 4.3, along with the most > > > current versions of Apache, PHP and MySQL soon. > > > > > > The Help Desk application I'm looking for would, at the minimum, > > > provide an interface that our users could access through any > > > web browser, fill in their name, contact info and information > > > regarding the problem they are experiencing, click a "submit" > > > button and be issued a confirmation number. There would be > > > a queue that our IT staff could check for new requests that they > > > could then assign to the appropriate personnel, based on their > > > individual area of expertise. We would need to have the ability > > > to update requests with text and the person who submitted the > > > request would need to be able to view the status. We would > > > also need to be able to pull up statistics like the number and > > > type of requests (open/closed) that have been submitted over > > > a given period and how many/type have been closed by each > > > member of our staff. > > > > > > Is there any app or way I could do this on FreeBSD? > > > > A search on sourceforge turns up a number of projects to create > > web-based helpdesks. You'll probably need a few days of research to > > evaluate all of them and determine what looks promising to you. I'd be > > interested to know what you determine, as I'll be in need of a similar > > application soon. > > > > -Bill > > > > To Unsubscribe: send mail to majordomo@FreeBSD.org > > with "unsubscribe freebsd-questions" in the body of the message > > > > To Unsubscribe: send mail to majordomo@FreeBSD.org > with "unsubscribe freebsd-questions" in the body of the message To Unsubscribe: send mail to majordomo@FreeBSD.org with "unsubscribe freebsd-questions" in the body of the message
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