[37759] in Resnet-Forum
Re: What product is your organization using for Ticket Tracking?
daemon@ATHENA.MIT.EDU (Keenan Parmelee)
Thu Dec 13 13:56:04 2012
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Message-ID: <20121213185530.GS57491@hal.rescomp.berkeley.edu>
Date: Thu, 13 Dec 2012 10:55:30 -0800
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Keenan Parmelee <keenanp@RESCOMP.BERKELEY.EDU>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAJiOijPEomJzPcP9OJCeYnpgZPwtQB1Q5q-ss8DQcdYyGtSd6g@mail.gmail.com>
Hi Cesar,
Please see my responses below.
On 13:43 Thu 13 Dec , Cesar Nau wrote:
> - What product are you using for tracking trouble tickets?
We are using "Request Tracker" by Best Practical. It's a free and open source
product which we've been using since around 2007.
> - Are you satisfied with the product?
Yes, having used various client-based systems in the past personally, I think
this is a fairly straightforward and easy to use ticketing system. I especially
like that our student staff can access it from their home computers if they need
to work on a ticket remotely.
> - Any concerns or general comments?
Because it's free and open source, there's not much in the way of "official"
support. You need to install it yourself, configure it to your liking, and
support it on your own terms. We have a student team which implemented this for
our organization and it proved a valuable experience for them to gain knowledge
while providing us with a solid production ticketing system.
If you're looking for something that has strong vendor support, it may not be
the best solution. But as I said, it's an educational experience for our
student staff who support it, which falls in line with our mission as an
educational institution.
--
Keenan Parmelee
Technical Services Manager
Student Affairs Information Technologies
(510) 643-9937
http://rescomp.berkeley.edu
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