RequestTracker
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Just wondering if there's anyone on here using RequestTracker. https://bestpractical.com/request-tracker/
I'm reasonably sure that it was used by the company where I used to do T1 ISP tech support (before going back to college and getting the wonderful paper that says that I'm SMRT enough to be a sysadmin)...
Anyways, from what I recall it was an infinitely configurable framework for all sorts of ticketing, requests and email response type tasks. The recent versions have integrated an Asset module that looks interesting but I'm looking for anyone's real-world experience before spending too much time on setting this up and configuring it to pitch it as a solution for our company's product-support needs.
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I've never used this before. But I'm commenting to watch and find out.
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Never seen it before.
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I'm looking for an open source helpdesk/ticket system and RT is an option. With a lot others, old and new players:
https://osticket.com/
http://www.faveohelpdesk.com/
https://helpy.io/
http://handesk.io/
etc.As far as I have been able to understand, RT is the most configurable of all of them.
The problem is: Too much to do and so little time -
i use the free version www.freshdesk.com at home. I don't know how ti compares to these others but its nice for me. i use it to keep track of all home issues like changing vents, fire alarms, and any problems that come up so I have documentation and details about everything.
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@dave_c open source a requirement? I think in this day and age, hosted, not open, is more of what makes sense <-- although this opinion is also very self serving.
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@scottalanmiller
I need self hosted, open source; above my pay grade -
@dave_c said in RequestTracker:
@scottalanmiller
I need self hosted, open source; above my pay gradeNo good options that we've ever found, then. osTicket is what we use and qualifies under what you said, but we don't like it.
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@scottalanmiller said in RequestTracker:
@dave_c said in RequestTracker:
@scottalanmiller
I need self hosted, open source; above my pay gradeNo good options that we've ever found, then. osTicket is what we use and qualifies under what you said, but we don't like it.
It all depends on what you need.... as discussed in another thread, we're using osTicket internally and I'm not a fan, but it all depends on your organization's needs from a ticketing system and what you might want it to interact with outside of ticketing.... Keep in mind the reporting aspect though, both from a IT configuration / maintenance perspective as well as the manager(s) who will no doubt want insights into productivity etc
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@notverypunny said in RequestTracker:
@scottalanmiller said in RequestTracker:
@dave_c said in RequestTracker:
@scottalanmiller
I need self hosted, open source; above my pay gradeNo good options that we've ever found, then. osTicket is what we use and qualifies under what you said, but we don't like it.
It all depends on what you need.... as discussed in another thread, we're using osTicket internally and I'm not a fan, but it all depends on your organization's needs from a ticketing system and what you might want it to interact with outside of ticketing.... Keep in mind the reporting aspect though, both from a IT configuration / maintenance perspective as well as the manager(s) who will no doubt want insights into productivity etc
We use customer SQL queries to pull osTicket data into LibreOffice Calc and massage it for reporting from there. That's how much of a pain it is.
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@scottalanmiller said in RequestTracker:
@notverypunny said in RequestTracker:
@scottalanmiller said in RequestTracker:
@dave_c said in RequestTracker:
@scottalanmiller
I need self hosted, open source; above my pay gradeNo good options that we've ever found, then. osTicket is what we use and qualifies under what you said, but we don't like it.
It all depends on what you need.... as discussed in another thread, we're using osTicket internally and I'm not a fan, but it all depends on your organization's needs from a ticketing system and what you might want it to interact with outside of ticketing.... Keep in mind the reporting aspect though, both from a IT configuration / maintenance perspective as well as the manager(s) who will no doubt want insights into productivity etc
We use customer SQL queries to pull osTicket data into LibreOffice Calc and massage it for reporting from there. That's how much of a pain it is.
If it's the same reporting every week, what's keeping you from making those reports a new web page?
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@scottalanmiller said in RequestTracker:
@notverypunny said in RequestTracker:
@scottalanmiller said in RequestTracker:
@dave_c said in RequestTracker:
@scottalanmiller
I need self hosted, open source; above my pay gradeNo good options that we've ever found, then. osTicket is what we use and qualifies under what you said, but we don't like it.
It all depends on what you need.... as discussed in another thread, we're using osTicket internally and I'm not a fan, but it all depends on your organization's needs from a ticketing system and what you might want it to interact with outside of ticketing.... Keep in mind the reporting aspect though, both from a IT configuration / maintenance perspective as well as the manager(s) who will no doubt want insights into productivity etc
We use customer SQL queries to pull osTicket data into LibreOffice Calc and massage it for reporting from there. That's how much of a pain it is.
One of our guys found this: https://mydbr.com/
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GLPI has a request/ticket system and additional functions.
https://demo.glpi-project.org/ -
@black3dynamite
Being ITIL it feels too big for my needs. But I may take a look@notverypunny
I feel like somehow I hijacked your post, I apologize@all
Lets go back to RequestTracker -
@travisdh1 said in RequestTracker:
@scottalanmiller said in RequestTracker:
@notverypunny said in RequestTracker:
@scottalanmiller said in RequestTracker:
@dave_c said in RequestTracker:
@scottalanmiller
I need self hosted, open source; above my pay gradeNo good options that we've ever found, then. osTicket is what we use and qualifies under what you said, but we don't like it.
It all depends on what you need.... as discussed in another thread, we're using osTicket internally and I'm not a fan, but it all depends on your organization's needs from a ticketing system and what you might want it to interact with outside of ticketing.... Keep in mind the reporting aspect though, both from a IT configuration / maintenance perspective as well as the manager(s) who will no doubt want insights into productivity etc
We use customer SQL queries to pull osTicket data into LibreOffice Calc and massage it for reporting from there. That's how much of a pain it is.
If it's the same reporting every week, what's keeping you from making those reports a new web page?
Could, but could break with an update.
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One of my dreams is to make a ticketing system on Tryton.
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@flaxking said in RequestTracker:
One of my dreams is to make a ticketing system on Tryton.
That's cool, so many options with using Tryton.
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@flaxking said in RequestTracker:
One of my dreams is to make a ticketing system on Tryton.
How do they not have one already, they have so much!
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@black3dynamite said in RequestTracker:
@flaxking said in RequestTracker:
One of my dreams is to make a ticketing system on Tryton.
That's cool, so many options with using Tryton.
Tryton is actually the reason why I chose Python to be the first programming language I learned. But then I got a job in development a lot sooner than I expected and haven't been putting time into any personal projects.
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@scottalanmiller said in RequestTracker:
@flaxking said in RequestTracker:
One of my dreams is to make a ticketing system on Tryton.
How do they not have one already, they have so much!
Someone did create a 'helpdesk' module, but as far as I could tell it was basically just fetching emails via imap and displaying them, not turning them into some kind of ticket
