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I'm looking for an open-source HelpDesk solution with the following features:

  • CAS or direct AD integration
  • Different priorities for different tickets
  • KB generation (from tickets and manually)
  • Email support (create, reply via email)
  • Client can view progress via email or through web interface
  • Hide comments from client
  • Web form with custom options from drop-down

Unfortunately I only have a Windows Server to work with, so I can't use RT4.

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About to install OTRS. Hopefully this will fit my needs. –  A T Sep 21 '11 at 6:46
    
OTRS is powerful and feature-rich, but also quite complex and has been written with Linux in mind as well - it is Perl of course and thus the code is portable, there is also "otrs4win32" including an installer, but I'd imagine you would hit limitations since Linux-specific dependencies would simply not be there. –  the-wabbit Sep 21 '11 at 13:41
    
The install went fine, I'll have to confirm it meets my requirements, but as far as I can tell, there are no features lost in interoperability. –  A T Sep 21 '11 at 13:43
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If OTRS meets your needs please remember to come back and post a note (and a feature summary if it's missing anything/has anything extra from your needs) as an answer :-) –  voretaq7 Sep 21 '11 at 14:29
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1 Answer

Running Windows does not preclude using RT - Perl (and all the required modules) can be obtained for Windows. I'm not saying this is a good solution, but it's an option - and it gives you all of the functionality you get with RT.

Another (better) option for using RT on Windows is WinRT, but note that it's several versions behind (3.4) and doesn't have the KB generation bits integrated as far as I know.

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I wrote on the RT mailing-list, they said it wasn't possible and to look toward virtual-machines. RT 3.* is missing too many features to be useful :\. –  A T Sep 21 '11 at 7:06
    
RT on Windows is definitely not a supported setup, but I have seen it done. Virtual Machines are another great option, though if OTRS meets your needs and runs on your primary platform it's probably a better choice - Less complexity is almost always better... –  voretaq7 Sep 21 '11 at 14:28
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