Tech support/help desk software (oss)

[Jason Shein]

Just to name a few...

http://sourceforge.net/projects/dotproject/

PHP web-based project management framework that includes modules for 
companies, projects, tasks (with Gantt charts), forums, files, calendar, 
contacts, tickets/helpdesk, multi-language support, user/module 
permissions and themes


http://sourceforge.net/projects/myhelpdesk/

MyHelpdesk is a PHP/MySQL Helpdesk system appropriate for the Support 
Desk of small organizations. The system was originally based on the 
OneOrZero Helpdesk but with a different set of features.


http://sourceforge.net/projects/irm/


IRM is a Web-based asset and problem tracking system built for IT 
departments and helpdesks. It keeps detailed information, both hardware 
and software, about each computer, as well as a complete history of all work


http://sourceforge.net/projects/phphelpdesk/

This web app builds forplication handles tasks associated with a 
helpdesk. The program currently uses PHP and MySQL. Users can add, 
modify, and delete such things as current tasks. A new version is about 
to be released


http://sourceforge.net/projects/helpcenterlive/


Help Center Live is a `Live` help desk system written in PHP using a 
MySql database backend that features Live Support, Trouble Tickets and 
FAQ within one project.


Madison Kelly wrote:
> Terrence Enger wrote:
> 
>> At 09:09 2004-01-23 -0500, you wrote:
>>
>>> Hi all,
>>>
>>>  Here is a little bit of an odd question;
>>>
>>>  Can anyone recommend help desk-style software package? I'm not sure 
>>> what the proper title is for that type of software! What I need is a 
>>> way of issuing case numbers, maintain a searchable database of post 
>>> issues (and their resolutions) with some way to sort various issues 
>>> by topic (ie, Samba issues, Apache issues, etc) and, ideally, a way 
>>> to let other people search the issue/resolution database from the 
>>> internet.
>>>
>>>  I am going to google/sf for it but I wanted to see if anyone on the 
>>> list had any particular pointers. Thanks!!
>>>
>>> Madison
>>
>>
>>
>> bugzilla ?
> 
> 
> That is a bug tracking system more aimed at software development, it 
> seems. Reading the overview it doesn't quite look like it will work for 
> me. More specifically, I want to have something where when a tech comes 
> across an issue (ie, an installation problem of a given server service) 
> that they can search for previous encounters with this problem, and if 
> it exists, help them solve the problem quickly. If the issue is new, 
> then let them enter the error details and what they finally figured out 
> worked for them. An example I can offer is a BIND configuration issue I 
> ran into:
> 
> Problem: The server 'named' starts and no error messages are printed to 
> syslog but when trying to query the server the error;
> 
> [root-uRZ2/RANkOA at public.gmane.org boot]# dig @209.167.68.46 madisonave.ca
> 
> ; <<>> DiG 9.2.2-P3 <<>> @209.167.68.46 madisonave.ca
> ;; global options: printcmd
> ;; connection timed out; no servers could be reached
> [root-uRZ2/RANkOA at public.gmane.org boot]#
> 
> When you set the debug level by stopping the service and reloading it 
> manually with '# named -d 2 &' and then look at the file 
> '/var/named/named.run' you see the following error:
> 
> Jan 16 15:47:29.208 couldn't open pid file '/var/run/named/named.pid': 
> Permission denied
> Jan 16 15:47:29.209 exiting (due to early fatal error)
> 
> Solution: The problem is that the directory shown (ie /var/run/named') 
> can't be written to by bind as invoked. To solve either change the 
> permissions or add to 'named.conf' the 'option' entry 'pid-file 
> "/var/named/named.pid";' (substitute with a directory where 'named' can 
> write to). If you are manually invoking 'named' at the console be sure 
> to launch it as 'named' by entering 'named -u named <options>'.
> 
> 
> Problem: The slave server(s) generate errors like;
> 
> Jan 20 12:09:23 alteeve named[12756]: zone madisonave.ca/IN: refresh: \
>         unexpected rcode (SERVFAIL) from master 209.167.86.46#53
> 
> Solution: There is a problem with your zone file or 'named.conf' 
> configuration file. Review, fix and reload. In the example above, the 
> error was that 'ns[1|2].madisonave.ca' was in the zone file twice, once 
> as an “A” record and again as a “CNAME” record.
> 
> 
> Problem: The master server generates an error like;
> 
> Jan 20 16:07:15 triton named[4371]: dns_rdata_fromtext: 
> db.madisonave.ca:23 \
>         near 'madisonave.ca.':bad dotted quad
> Jan 20 16:07:15 triton named[4371]: zone madisonave.ca/IN: loading master\
>         file db.madisonave.ca: bad dotted quad
> 
> Solution: The zone name and IP address are on the wrong sides of the “A” 
> in your zone file. Be sure that the name is first and the IP address 
> follows then reload the zone data.
> 
>   This way, too, if a more junior tech is working a help desk and a 
> client calls in with a problem the tech can search for the errors (in 
> this case by restricting the search to "DNS") and also record private 
> information specific to the customer and assign case numbers.
> 
>   Thanks again!
> 
> -- 
> The Toronto Linux Users Group.      Meetings: http://tlug.ss.org
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> 

-- 
" Eventually people tire of repairing broken Windows,
        And decide to replace them with something stronger"
(o_
//\        Linux - The Choice Of A GNU Generation
V_/_                     Jason Shein
       		Linux Registered User #281100
		 jason-gaRZxGPHtpBxZtjKW1aY+1aTQe2KTcn/@public.gmane.org
--
The Toronto Linux Users Group.      Meetings: http://tlug.ss.org
TLUG requests: Linux topics, No HTML, wrap text below 80 columns
How to UNSUBSCRIBE: http://tlug.ss.org/subscribe.shtml