Topic: help desk ticket system

[treyh]

I'm looking for a solution for a help desk ticket system. I want users to have their own passwords and be able to post a ticket requesting for help. I want to be able to browse to it with a web browser and be able to manage, post notes, and close tickets.

I've already tried perldesk, and some other php solutions but they seem to have too many problems. Anyone want to suggest the best one to uses for SME server?

[Damian]

Search the forums for helpdesk. Tools like One|Zero and HelpmeICT have already been referenced.
Damian

[g00s3m4n]

Hello..

I use osticket on my SME box, it is quick and easy to setup find it at http://www.osticket.com/

g

[treyh]

I tried osticket but I don't know anything about mysql. ON the configuration wizard it asks for the mysql user/pass/database and I tried entering different information but couldn't get it to work. If you want to help me out that'd be great. For now I'm going to try

http://brage-cm.sourceforge.net/

[CharlieBrady]

I'm looking for a solution for a help desk ticket system. I want users to have their own passwords and be able to post a ticket requesting for help. I want to be able to browse to it with a web browser and be able to manage, post notes, and close tickets.

You might have a look at RT (http://www.bestpractical.com/rt). It's what e-smith/rt used to use for its security/bug tracking system, and it's come a long way since the version we used.

It's complex to install, but I'm thinking about putting a contrib together to automate most of that. Don't hold your breath though.

[g00s3m4n]

treyh,

I will gladly help you out with osticket. would you like for me to put together a howto? or would you like me to assist with the installation?

let me know

g

[treyh]

treyh,

I will gladly help you out with osticket. would you like for me to put together a howto? or would you like me to assist with the installation?

let me know

g

g00s3m4n I would be very appreciative if you would put together a brief howto and then installation instructions.

I'm not totally new with SME but I'm still learning the unix/linux/bsd world.

[treyh]

I installed phpmyadmin and then installed osticket and everything went very smooth. It's working great. Thanks for all your help though, it pointed me back to using osticket again which I really like. If anyone wants a walk thru of what I did, just post a reply.

[del]

Hi Treyh,
Care to share your work? A howto would be nice.
Regards,
Del

[treyh]

This is how I installed and configured osticket.

1. wget http://www.osticket.com/download.php?file=osticket_1.2.7.zip
That's the latest stable version.There is a beta but I found too many bugs.
2. unzip the osticket files into /home/e-smith/files/ibays/Primary/html (or wherever your site is) The unzipping will create a directory called osticket. Leave that directory there.
3. chmod 777 to config.php (in the osticket directory)
4. wget http://mirror.contribs.org/smeserver/contribs/nightspirit/e-smith-phpmyadmin/e-smith-phpmyadmin-2.6.0-12.noarch.rpm
type rpm -ivh e-smith-phpmyadmin-2.6.0-12.noarch.rpm to install it.
5. goto https://yourservername/phpmyadmin/ and login with the admin user and password of your sme box.
6. in the mysql database add a user with full privileges (or set admin to have full privileges)
7. then browse to http://yourservername/osticket
8. walk thru the easy setup wizard. Make sure that:
a. the database you use is mysql
b. and you enter the user you added to that database or the existing user that you gave full privileges with.
9. then when finished with the setup wizard just browse to http://yourservername/osticket/admin.php and login with the name you created in the setup wizard.
10. When all is done, rename config.php in the osticket directory and make sure everything still works. If it all does, then delete it (since you chmoded it to 777)

If you try it and it doesn't work, let me know.

** I found most of the ticket systems required MYSQL which I am not familiar with. That's why phpmyadmin made it very easy to deal with the MYSQL databases. As long as you get phpmyadmin and set the database up according to the ticket system, perldesk and etc., then they should all be very easy to setup )

[CharlieBrady]

3. chmod 777 to config.php (in the osticket directory)

Don't ever, ever chmod a directory to 777. It's always wrong, and just an indication that not enough thought has gone into what the permissions really should be.

[drywalldude]

http://www.robolink.com/calculators10.htm

a link to permissions calculator

[g00s3m4n]

treyh,

I will gladly help you out with osticket. would you like for me to put together a howto? or would you like me to assist with the installation?

let me know

g

g00s3m4n I would be very appreciative if you would put together a brief howto and then installation instructions.

I'm not totally new with SME but I'm still learning the unix/linux/bsd world.

hello mate,

I am glad to hear that it worked out, my apologies, i have been snowed under at the office and only managed checked the forum again now,

well done, hope osticket works well for you..

g

[treyh]

3. chmod 777 to config.php (in the osticket directory)

Don't ever, ever chmod a directory to 777. It's always wrong, and just an indication that not enough thought has gone into what the permissions really should be.

I agree with you that a directory should never be set to 777. I did not set the directory to 777, I only set the config.php to 777.

When I was done installing I removed the config.php so I don't see the harm it chmoding it to 777 temporarily. My osticket system is also internal.

I am sorry If i confused anyone. After installation you can remove config.php.

[kmccarn]

Well - I'd like to get this to work - but I can't seem to get past the user stuff in mysql. (at leat that's the failure message I get)

I get connection to database failed from the setup script.

I have created new databases - new users - nothing helps.

Any thoughts ??

[treyh]

Well - I'd like to get this to work - but I can't seem to get past the user stuff in mysql. (at leat that's the failure message I get)

I get connection to database failed from the setup script.

I have created new databases - new users - nothing helps.

Any thoughts ??

I'm pretty sure I know what the problem is. I should had been more descriptive in setting permissions in the MYSQL database but I was out of time. Here is the setup for the databases

1. go to https://yourserveripordomain/phpmyadmin
2. Login with the admin account of your sme box
3. on the right hand side click "Privileges"
4. Click add New user
5. Here is the information for the user
username = ticketmanager (can be whatever you want)
host = leave blank
password = type in the password you want

Under Global Privileges check all boxes.
Then click add user

6. Scroll down and you'll see "Database-specific privileges"....and then it will say "Add privileges on the following database", in that drop down box select MYSQL

7. on the next screen check all privileges and then click go

8. then go back to the http://yourserverdomainorip/osticket/setup.php and enter the user, pass, and mysql for the database in the setup wizard.

If that still doesn't work then let me know. you can email me at treyh@wilnet1.com if you want.

[wallyrp]

Good Afternoon,

It looks like the chmod 777 was only to the one file, config.php, that was located in the osticket folder. I'm looking for screenshots on this product as I'm looking to go to something else next year. I guess I'll just download it and look at it.

I've looked at oneorzero and liked the knowledge base portion of it. The one I'm using right now is phphelpdesk which is just downright simple to operate but is going nowhere in development.

[treyh]

here is a screenshot I found for everyone

http://www.nexcess.net/hosting/support/tutorials/osticket/1.2.5/osticket7.gif

If you want to see more, you can google "osticket" in the images section

[oniedae]

I can load it into my browser but after I choose an option like privleges (any option will give the same results) the following page that lods up has no graphics and no links will work (mac safari) or I get an error that "The specified server could not be found" (mac ie)

[kmccarn]

The mysql instructions helped. I have it working.

THANKS !!

Now - have you gotten the automail working ??

If so - how ?

 

[treyh]

I can load it into my browser but after I choose an option like privleges (any option will give the same results) the following page that lods up has no graphics and no links will work (mac safari) or I get an error that "The specified server could not be found" (mac ie)

I would assume that you're installing osticket on an sme 6.0 box and trying to access it by using a MAC with Safari and IE as browsers.

I don't know how compatible mac is with osticket. I just browsed thru www.osticket.com and didn't find anything. You might try posting here

http://www.osticket.com/forums/

[treyh]

The mysql instructions helped. I have it working.

THANKS !!

Now - have you gotten the automail working ??

If so - how ?

 

I would assume by "automail" you mean receiving email when a ticket is opened/closed by the user who opens it and also an email telling a tech there is a new message.

If that's what you mean then I have it working. It should be a simple setup. Login in as admin and go to mail messages. Enter the correct email addresses and edit the subject if you want.

 

[g00s3m4n]

hello all..

i have been snowed under at the office. am i correct in asuming that everyone got osticket working ok?

[kmccarn]

Well - almost....

I am still trying to get the automail.pl or some other form of automatic ticket generation/response working.

Admitedly - I haven't spent a great deal of time on it.

 

[kmccarn]

For anyone interested....

I finally achieved full functionality.

users can send an email to: support@mydomain.com from anywhere - and a ticket is generated - an alert is sent to the admin group - and a response is sent to the requester.

I used the automail.php method and the crontab manager add-in for SME.