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0
votes
0answers
21 views

GLPI escalation notification

Good day, our ICT department has a GLPI 0.85 recently upgraded. Everything works fine, but we want to make the system do the following. When a ticket is close to the due date/time (let say 20% of the ...
1
vote
1answer
194 views

Integrating Nagios with a ticketing system/incident mnagement system

Is there a free ticketing system/incident management system which will help me in achieving the following? 1) If a service goes down then Nagios alerts the on-duty staff and pushes the status to some ...
5
votes
4answers
470 views

How to measure a sysadmin's workload? [closed]

So there is an IT company: foo In this IT company sysadmins work via a ticketing system. Everything is OK, but for one thing: The management wants to track what is the dispersion in workload. So ...
0
votes
1answer
962 views

OTRS upgrade 3.0 to 3.1 fails

Today I've started upgrading OTRS from version 2.3 to 2.4 , 2.4 to 3.0 and 3.0 to 3.1. Everything went smoothly except the upgrade from 3.0 to 3.1 OTRS provides a few perl scripts which make the ...
0
votes
2answers
353 views

How to use the original sender date instead of the fetch date in OTRS

When OTRS fetches emails from an IMAP account it forgets the original send date and replaces this with the fetch (!) date. Normally this is not a problem, but when you're importing an existing IMAP ...
-1
votes
1answer
128 views

What email management software to use for bigger projects on Linux? [closed]

I am trying to find some management system for project I am starting and it has already many e-mails. We want to start full free support by e-mails. It means some ticket system for e-mails like I saw ...
3
votes
2answers
4k views

Can I close tickets on OTRS through e-mail like Trac does?

I'm setting up a new helpdesk and one of the main features of Trac is that you can manage tickets through e-mail tags, is there any way of doing this through OTRS?
2
votes
1answer
10k views

Best open-source HelpDesk software? [closed]

Good morning, I'm currently researching 3 different open-source HelpDesk solutions, and am interesting in hearing your experiences with them, to help me decide which to implement in a small-sized IT ...
1
vote
1answer
502 views

How do I setup RT so that anyone in a single domain (example.org) has 'create ticket' priviliges via email?

I have a small RT installation started that I'm using to simplify my life working with different groups of users, and presently I create all the tickets and add the person who's requesting them as a ...
2
votes
4answers
2k views

In simple terms the difference between a Group and a Role in OTRS Ticket system?

I'm new to this whole OTRS/Help ticket system notion. Be grateful if anybody could provide a simple example that differentiates between a User in a Group and a User assosciated with a Role in OTRS. ...
0
votes
1answer
2k views

How can I change the default domain in an OTRS installation?

I used a turnkeylinux.org otrs installation and I'm trying to configure the default domain of 'yourhost.example.com'. I tried the following: sed -ri 's/yourhost.example.com/mydomain.com/' ...
6
votes
8answers
1k views

Support Ticketing system [duplicate]

Possible Duplicate: What's your favorite ticketing system? Could anyone recommend a good Support ticketing software? Preferably open source and easy to manage and backup. If one would ...
0
votes
1answer
1k views

How can I allow anonymous access to OTRS FAQ area?

I have been searching for this for quite some time now. I am using OTRS 2.4.7 and installed the FAQ package version 1.6.5. Everything seems to work fine. When I am logged in, I can create articles ...
2
votes
2answers
764 views

Help Desk Issue Tracking/Ticketing System for MOSS 2007 [closed]

We are looking for a MOSS 2007 webpart for help desk issue tracking and ticketing. Any recommendations? It doesn't have to be too fancy, but would like something a little more comprehensive then the ...
1
vote
5answers
446 views

Ticket system with multiple users in charge

I'm working in the administrative department of a large university, and I'm trying to find the right trouble ticket system. While I have tried Trac and OTRS already, there is a missing feature I need, ...
2
votes
2answers
1k views

Drupal modules for ticketing system

We are looking at implementing a ticketing system at our work place. We intially tried OS Ticket which was fine. But management are hoping to integrate it into out intranet. (which will be done in ...
3
votes
6answers
517 views

General purpose ticketing/tech support system [duplicate]

Possible Duplicate: What’s your favorite ticketing system? I was wondering if somebody could recommend me a very user friendly or simple general purpose ticketing/tech support system. ...
38
votes
15answers
3k views

What's your favorite ticketing system? [closed]

I'm in the market for a ticketing system and I'm curious what everyone else is using. I'd like to welcome everyone to post their favorite ticketing system and the reason they like it so much. My ...