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11

Request Tracker all the way. The dependencies aren't nearly as much of an issue as they used to be, as long as you don't care about having the absolutely latest version. On RHEL5 systems, you just configure your system to use EPEL and run "yum install rt3". On Ubuntu, it's something more like "apt-get install request-tracker3.6", but "apt-cache search ...


9

We use "RT: Request Tracker" by Best Practical. I'm 99% sure it's open source, but you've already used it, so you should know what it's capable of.


8

Opensource: Redmine ; Definitive. It's easy to use, has a lightweight footprint and it fulfills my needs. Proprietary: Jira ; heavyweight. For realy process management into tickets.


7

RT is nice.


6

Well, I've used Request Tracker (RT) in the past with good success. It's written in perl and uses mysql for the backend. Some of the configuration can be a bit difficult to figure out but once you have it running it is very reliable. I particularly like the email ticket submission mechanism in RT. You can tell users to just email their requests to a ...


6

Is your job closing tickets or working as a sysadmin? I'm of the opinion that a sysadmin does more then handling tickets and using the ticketing system as primary time accounting and job justification would be the wrong tool for the job. As a manager or team lead you should already know what consumes most resources/time/money/effort. If you have some "fat ...


5

I would have to say OTRS. First off, its open source and used by many large organizations. I have implemented it at two companies including where I currently work. I used it everyday for everything. It has email to ticket functions and I have it authenticating with AD with ease. Give it a look or try. In the past I have used Numara Track-It and it was ...


5

My favourite is JIRA. It's open source but not free. Works here for more that two years without a glitch. It's main strength are customizable workflows, so you can adjust the tracking system to your own workflow (that people are used to, h+owever bad it is), not vice versa.


5

Try RT (http://bestpractical.com/rt) - sounds like it can do everything you need. Bonus Answer: RT can authenticate against a bunch of stuff (LDAP among them). Not sure about translation though, and the coffee it makes is atrocious. :)


5

Since I don't have enough rep to answer in the comment section, I'm going to drop it as a solution. The solution requires the admins and management to actually talk. Management should have some insight as to what a sysadmin does - regardless of platform. A sysadmin should have some professionalism and insight as to what problems are using up his time and ...


4

I don't know if this question will stay open as "good subjective" because it is heavily opinion-based. Or is it? There might be exceptions, but it's pretty much a given that tracking what you work on is a good idea. (*see below) A lot of what you work on as a SysAdmin is in response to what other people need - support, requests for new services, etc. ...


4

We use SpiceWorks. Not open source, but it is free as in beer.


4

Not trying to be ultra obvious here, but Bugzilla can be configured rather easily to allow bug replies via email and even bug reporting via email. It has a lot of other nice email features such as "whine" (run queries on open bugs and send the output by email), and has tons of available customizations and integrations. Finally installing it is really easy ...


4

I just started to use FogBugz and like it so far.


4

We've started using SpiceWorks here and like it a lot. The only downside is a bland user portal.


3

You may want to take a look at the following two ServerFault threads for some inspiration: http://serverfault.com/questions/43072/whats-your-favorite-ticketing-system http://serverfault.com/questions/89761/good-free-helpdesk-software As well as looking at the following site (since open-source is a priority for you): http://www.opensourcehelpdesklist.com/ ...


3

http://drupal.org/project/support


3

From the RT_SiteConfig.pm coming with a default RT installation: # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 1); This should also create internal users when a mail arrives form an unknown user. There should also be ...


2

I've been running a Request Tracker instance for some years with a client of mine. It currently has about 27,000 tickets in the system, and functions as a sort of knowledge base / group memory as well as a helpdesk system. At various times it's been so popular that it partially escaped from IT and got used by the Office Management team (for calls about ...


2

Check out OpenAtrium. It's a Drupal distribution aimed at corporate intranets. They have tied together a bunch of Drupal contrib modules into a very well-integrated project management/bug tracking/wiki system. You may not want to implement OpenAtrium as your whole intranet, but it would likely be helpful for you to install it so you can look under the hood ...


2

All though it sounds like a shopping question, which is off topic. I suggest you have a look at Request Tracker. A lot of people use it and it comes with support. I wrote a brief overview and an installation guide on my blog.


2

The short answer is: this is not possible. The long answer is: if you want to do this you need to modify the TicketCreate() method, because it will currently only take the current time as create date for a new ticket.


2

This has been asked at least twice on StackOverflow, and there is lots of good info in the answers. A couple of alternatives that I haven't seen mentioned here or there ... I have heard good things about AxoSoft OnTime, although I have never used it. While it is oriented to software development teams, the help desk and project management features are ...


2

We use TrackIT. Been using it for year and years... so far so good.


2

One of the simplest and nicest that I used in the past is: The Bug Genie I found it very cool. (I use Redmine today as it's more geared towards development, and also used Trac in the past.) Hope it helps, Cheers!


2

Request Tracker's fairly solid. We mostly use it for legacy reasons (it's what we have had for the last few years), and it hasn't caused us any grief. It does the job as it should; there's not much more to say.


2

Hmm, I don't think there are a lot of people that actually like a ticket system, let alone have a favourite one. If you'd ask which ticket system do you hate most, my answer would be the Remedy Action Request System.


1

I've used Kayako before. It runs on Open Source (php/mysql), however it does cost some money. It's not too bad in terms of pricing, but I'm not sure if you were asking for free or just Open Source technology. Everything is done through email, it's easy on the eyes, fairly affordable, easy to install and solid support.


1

Assembla is fast and light-weight while providing what you need.


1

I've had good experiences with Flyspray.



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