Tech support/help desk software (oss)

[Madison Kelly]

Thanks Fraser and Robert (and everyone else!),

   I looked through the other recommended packages and I think RT is 
also the best for what I need and am working through installing it just 
now. I'll post an update when it's up, if you would like.

Madison

Robert Brockway wrote:
> On Fri, 23 Jan 2004, Madison Kelly wrote:
> 
> 
>>   Here is a little bit of an odd question;
> 
> 
> Not at all.  In some quarters it is an FAQ :)
> 
> 
>>   Can anyone recommend help desk-style software package? I'm not sure
> 
> 
> I have a distinct preference for Request Tracker.  Over the years I've had
> to evaluate different options and setup tracking systems many times.  The
> most recent version (RT3) is a great improvement on the earlier tools
> (which were themselves very good).
> 
> If you decided to use RT3 setup MySQL as the backend.  I've had reports of
> poor performance when using Postgres as the backend DB.
> 
> 
>>what the proper title is for that type of software! What I need is a way
> 
> 
> I'd call it helpdesk or tracking software.  The concept overlaps with the
> "knowledge base" and project management software (depending on how it is
> setup).
> 
> 
>>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.
> 
> 
> All possible with RT.  A few months ago I recently reevaluated the latest
> OSS offerings in this field (to see if anything new and interesting had
> appeared).  I found the alternatives to RT were either too immature or
> didn't offer features I needed (many of which you have listed above).
> 
> Reference:
> 
> http://www.bestpractical.com/rt/


--
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