Topic: Recommendation for IT Support / Ticket System

[gbentley]

Hi all,

Can anyone recommend IT support desk software. It should handle support tickets / cases and also hold inventory of IT equipment with serial numbers / specs as well as room locations and possibly room layouts. Or something close.

Thanks again.

[janet]

gbentley

http://bestpractical.com/rt/

[mmccarn]

I finally caved in and installed Spiceworks (http://www.spiceworks.com/).  Combined with the Firefox 'Adblock Plus' plugin (to block the ads they use to fund the product) it has been working out quite well.

If you trust (all of) your spiceworks admins, you can allow them to modify your active directory (create users, change passwords, etc) straight from the spiceworks interface.

Duplicate and dependant ticket support is still rudimentary (since the last upgrade you can "close as duplicate", but that's all).

[CharlieBrady]

I second the recommendation of RT. If you look around you'll find it already packaged as a virtual appliance.

I've heard good things about OTRS, but haven't installed it or used it. I think its prime language is German, and I don't know how good and complete its I18N is.

[andy_wismer]

Hi

I've installed both RT and OTRS. Both are top notch products, with a lot more bells and whistles than most need.
I do admit NOT installing both on SME in the end. I did install both on SME, but getting around the SME Templates can be more than a headache...
An Install on OpenSuSE, SLES, Debian and Centos work straightforward and easy.

My 2 Cts...

Andy Wismer

[tomsmsp]

My first post.    I too am searching for this software and the following.   I still might use vtiger or sugarcrm and adjust it for my startup operation that I have underway.   Spiceworks is in the lead right now although I haven't installed it yet...soon...on my testing todo list with all this following stuff.  I know what I don't want...major enterprise applications. Something small and I love fast and clean like many sites are going to now....even a database template would do to start but it has to integrate with my web site. I am trying like many to INTEGRATE Vbox or proxmox, web site hosting, cpanel-virtualmin multitenant sites with a cms/framework (based in php, ruby or python and put it all in client accessable ibays....with high security.  woot?  It's finally doable after waiting and watching the tech to mature to the point it is right now.  Now the whole industry is on fire for virtual tech.  The base for everything I will do forward will be on top of Cent 5.6 or RHEL later.  I've been reading alot around here in my research.  If anybody is doing a mini-MSP type biz setup and we share common goals I would like to collaborate on a common set of apps to build the main system and share tech support related info in a central site for this privately.  Clearos is not the only team that can put something like their site together.  Doing this alone is a monumental task though.   My background is 20 yrs small scale IT Integration/tech support. I will give SME Server the best shot I can give it and help along the way. 

PM or email me if interested.  Sorry to post in this thread so big but it is exactly tied to the heart of what I'm trying to accomplish and spiceworks would be in the center of it all.