Support ticket system

[newtoitall]

Hi

I need to introduce a support ticket system into my work place, so that internal users can submit tickets for support issues.

Does anyone have any recommendations for web based appliation that I can run on my LAN to handle this... would be nice if was free as well

Thanks

 

[ntinlin]

Only free one that I know of is Spiceworks.

http://WWW.spiceworks.com

Does helpdesky stuff plus hardware and software auditing.
Ad supported but the ads aren't too intrusive.

 

[djbeenie]

We use Trackit. It's pretty cheap for what it does, and you just integrade it with Exchange, Lotus, or Groupwise.

http://www.numarasoftware.com/track-it_.asp?src=google&trm=intuit_trackit

dj beenie
A+ Net+ MCP

 

[kmcferrin]

The best free one that I've seen is called Request Tracker, or RT. It's developed by Best Practical, and is open source. It runs on Linux, but there is a Windows distribution available that works OK. Keep in mind that it is pretty much a ticketing system only, it doesn't have all of the fancy hardware and software inventory tools that some other packages have.

Still, I liked it quite a bit.

 

[newtoitall]

Thanks guys for the info. Someone told me that Window 2003 server comes with a simple ticket system, using their inbuilt intranet page, but I could find much info on this, plus I will need to do weekly report for directors on the number of support calls etc.

 

[kmcferrin]

Windows 2003 doesn't come with a helpdesk ticketing system. Whoever told you that was mistaken.

I did take a look at that Spiceworks tool, and it looks pretty good. The one thing that I missed when I first read the post was that it is ad-supported, but the ads look like they're not particularly intrusive.

 

[Sleepsalot]

MS sharepoint works well.

Life is a big Roleplaying adventure.

Wayne

 

[kmcferrin]

MS sharepoint works well.

Not that I've seen. And I certainly wouldn't want to use it for a helpdesk ticketing system.

 

[djbeenie]

Sharepoint rocks! If you have a good developing group. You can integrate it with anything. We actualy have it tied into Trackit!

dj beenie
A+ Net+ MCP

 

[kmcferrin]

Sharepoint rocks! If you have a good developing group. You can integrate it with anything.

If you have a good group of developers you can make anything look good and work exactly the way you want it. For that matter, you could write your own ticketing system. But most companies, especially small companies, don't have a good group of developers available to devote to non-revenue generating applications.

If the choice is between paying a group of devs to spend a few weeks designing, creating and tuning the application or spending $2000-$5000 for an application that does 98% of what you want (or better yet, getting one for free), then the choice is obvious.

 

[58sniper]

Sharepoint rocks! If you have a good developing group. You can integrate it with anything. We actualy have it tied into Trackit!

Hey - 'splain that some. We're looking at SharePoint for many reasons. We'd love to tie in a ticketing system.

Pat Richard, MCSE MCSA:Messaging CNA
Microsoft Exchange MVP

 

[adamc1115]

Use this:

http://www.liberum.org/

Completely free, highly customizable, works VERY well.

 

[Cstorms]

We use servicedesk+ from adventnet, seems to work well. Otherwise maybe look into a module for dotnetnuke that might work?

 

[newtoitall]

Use this:

http://www.liberum.org/

Completely free, highly customizable, works VERY well.

Hi, I have tried seting this up on several machines and keep receiving Application Errors. I worked through the readme and forums and given up! I have setup internal websites using IIS before, but this app has not worked.

 

[adamc1115]

What errors do you get? I've installed it probably 100 times... make sure you go into your website properties, go to Home Directory, click Configuration, click Options, and make sure "Enable Parent Paths" is checked.

 

[newtoitall]

Hi

The problem appears to be authentication related. I have provided screen shots of the problem;

I then enter administrator username and password for that PC and then receive this error

Security settings for this virtual directory;

The following has been configured:

"Enable Parent Paths" is checked
Application("C:\db\helpdesk2000.mdb")

Created ODBC Data Source, System DSN. Name: helpdesk pointing to c:\db\helpdesk2000.mdb

Really would have this running before my boss gets back from hols. Please help. thanks

 

[astaylor]

Cerberus is a nice support ticket system and web based.

http://www.cerberusweb.com/

they also have a preconfigured virtual machine available here

http://www.rpath.org/rbuilder/project/cerberus/release?id=5607

I've played around with it some, seems pretty cool.

 

[adamc1115]

You need to allow anonymous access.

 

[Fox1977]

mojohelpdesk.com is a really good free one that I use. I've searched around for different ones but this one is great.

Free of charge, hosted by them and v easy to setup

 

[newtoitall]

You need to allow anonymous access.

Thanks, managed to get that working now