Suggestion for decent, free, ticketing with simple needs?
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@wirestyle22 said in Suggestion for decent, free, ticketing with simple needs?:
Did you try Katak? It's a fork of OSTicket.
Disclaimer: I have never used it, but I see that it exists.
Any idea why the fork? What does it do that sets it apart?
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@wirestyle22 said in Suggestion for decent, free, ticketing with simple needs?:
@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
Essentially what I want is when either the boss or myself visit the site, it immediate asked for login with no other options. No home screen etc. Just go directly to the agent areas.
Just put Apache level authentication in front of it, easy peasy. Or put it in a VPN, but that's generally silly.
You know I may just do this for the experience. Maybe I'll spin up something on Vultr
This just means htaccess/htpasswd, which is what I did. All this does is make people have to login TWICE. Once to get past Apache, and again for osTicket.
True, not ideal, but it can be locked down.
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@wirestyle22 said in Suggestion for decent, free, ticketing with simple needs?:
This is what I want. I was thinking some kind of DNS-level redirect or htaccess, but changing the public root folder sounds like a simpler method. Will have to try this.
I've not tried that, BUT given that there is a public facing application AND the internal one, I think that that is the intended design. The interface that you want isn't just a different look than the public one, it's actually a different application entirely. So I'm pretty sure that the change of the web pointer is all that will be needed.
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@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
@wirestyle22 said in Suggestion for decent, free, ticketing with simple needs?:
Did you try Katak? It's a fork of OSTicket.
Disclaimer: I have never used it, but I see that it exists.
Any idea why the fork? What does it do that sets it apart?
The new functionality:
Multilingual system using Gettext. The system admin can change the language of the support system.
The choice of the ticket topic for the client is now optional.
Multiple attachments: Now you can attach multiple files to a ticket.
Introduced the “Reopen grace period”. After this period, set by the administrator, the ticket can no longer be re-opened by the client.
It is possible to enable the ability to see unassigned tickets for staff members. In other words, you can have staff members who can only see tickets assigned to yourself. The navigation bar will change accordingly.
Role permission are enhanced and simplified and there is no more confusion between role and account type.
The staff profile now shows the member´s own department.
Ticket assignment: In the scroll menu for each staff member is now shown also his own department.More secure password management with the use of SHA512, salting and stretching in computing the hash.
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I don't understand this thread at all..
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Manager wants a "cloud" helpdesk that isn't cloud
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You then install osTicket on Vultr (Cloud)
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Then you complain about clicking through an extra screen for a FREE helpdesk, but previously you were asked to use a spreadsheet
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This extra click becomes the most important thing about your helpdesk system.
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Manager does not understand cloud vs non-cloud. Why is he even logging into the system? I have a feeling that he is the one so concerned about this extra click thing. When in reality he probably only needs access once a week to feel like he knows what he is doing and to somehow grade your work.
P.S. use a password management system and you will save login time on every site you visit, not just the Help Desk.
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@IRJ said in Suggestion for decent, free, ticketing with simple needs?:
I don't understand this thread at all..
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Manager wants a "cloud" helpdesk that isn't cloud
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You then install osTicket on Vultr (Cloud)
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Then you complain about clicking through an extra screen for a FREE helpdesk, but previously you were asked to use a spreadsheet
-
This extra click becomes the most important thing about your helpdesk system.
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Manager does not understand cloud vs non-cloud. Why is he even logging into the system? I have a feeling that he is the one so concerned about this extra click thing. When in reality he probably only needs access once a week to feel like he knows what he is doing and to somehow grade your work.
P.S. use a password management system and you will save login time on every site you visit, not just the Help Desk.
Don't over complicate it.
They want a "ticket" system which I will have to make accessible from anywhere (hence "on the cloud") but still need to lock it down against public/anonymous use of any kind.
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name. -
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@IRJ said in Suggestion for decent, free, ticketing with simple needs?:
I don't understand this thread at all..
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Manager wants a "cloud" helpdesk that isn't cloud
-
You then install osTicket on Vultr (Cloud)
-
Then you complain about clicking through an extra screen for a FREE helpdesk, but previously you were asked to use a spreadsheet
-
This extra click becomes the most important thing about your helpdesk system.
-
Manager does not understand cloud vs non-cloud. Why is he even logging into the system? I have a feeling that he is the one so concerned about this extra click thing. When in reality he probably only needs access once a week to feel like he knows what he is doing and to somehow grade your work.
P.S. use a password management system and you will save login time on every site you visit, not just the Help Desk.
Don't over complicate it.
They want a "ticket" system which I will have to make accessible from anywhere (hence "on the cloud") but still need to lock it down against public/anonymous use of any kind.
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name.Then you want apache with ssl certification and a domain. OSTicket is fine.
@scottalanmiller I used domain correctly. Look at that
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@IRJ said in Suggestion for decent, free, ticketing with simple needs?:
I don't understand this thread at all..
-
Manager wants a "cloud" helpdesk that isn't cloud
-
You then install osTicket on Vultr (Cloud)
-
Then you complain about clicking through an extra screen for a FREE helpdesk, but previously you were asked to use a spreadsheet
-
This extra click becomes the most important thing about your helpdesk system.
-
Manager does not understand cloud vs non-cloud. Why is he even logging into the system? I have a feeling that he is the one so concerned about this extra click thing. When in reality he probably only needs access once a week to feel like he knows what he is doing and to somehow grade your work.
P.S. use a password management system and you will save login time on every site you visit, not just the Help Desk.
Don't over complicate it.
They want a "ticket" system which I will have to make accessible from anywhere (hence "on the cloud") but still need to lock it down against public/anonymous use of any kind.
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name.Ummm... just teach them to send emails to support address....
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name.
Just expose the service and add a DNS entry. Works the same as hosted.
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
They want a "ticket" system which I will have to make accessible from anywhere (hence "on the cloud") but still need to lock it down against public/anonymous use of any kind.
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name.What about private(i.e. onsite) hosting requires either the use of VPN or memorizing IPs?
Were you not able to remove the ability to submit anonymous tickets from the page you showed earlier? What's wrong with getting the login prompt after you click the submit a ticket button? Of course, if you can still surf through old tickets without authentication, that's bad.
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@Dashrender
Because my boss is likely psychotic and nitpicks everything. I've been trained to forget trying to do anything the "right" way, and instead spend much time and resources just trying to get exactly what they ask for instead.In this case, a "ticketing" system that is apparently JUST for her to JUST assign tickets to me, ignoring everybody else in the company. But apparently just sending me an email with a requests/tasks is not jargon-y enough. It must be "tickets".
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@guyinpv Sounds like you boss is using emotion to control this decision. Rather than a rational thought process.
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@Dashrender
Because my boss is likely psychotic and nitpicks everything. I've been trained to forget trying to do anything the "right" way, and instead spend much time and resources just trying to get exactly what they ask for instead.In this case, a "ticketing" system that is apparently JUST for her to JUST assign tickets to me, ignoring everybody else in the company. But apparently just sending me an email with a requests/tasks is not jargon-y enough. It must be "tickets".
LOL, then host it locally and be done with it... I suppose that doesn't give the first page logon only setup though that she wants for some reason.
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@Dashrender said in Suggestion for decent, free, ticketing with simple needs?:
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@Dashrender
Because my boss is likely psychotic and nitpicks everything. I've been trained to forget trying to do anything the "right" way, and instead spend much time and resources just trying to get exactly what they ask for instead.In this case, a "ticketing" system that is apparently JUST for her to JUST assign tickets to me, ignoring everybody else in the company. But apparently just sending me an email with a requests/tasks is not jargon-y enough. It must be "tickets".
LOL, then host it locally and be done with it... I suppose that doesn't give the first page logon only setup though that she wants for some reason.
I would, but they aren't in the office 60% of the time, so having access on the road, from home, laptop, is important.
Obviously I could open up our internal server but have tried to avoid that, especially for port 80, 22 traffic, and because we don't have a static IP at the office, and our ISP is sketchy, etc etc. I prefer a $5 VULTR box to be honest. -
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@Dashrender said in Suggestion for decent, free, ticketing with simple needs?:
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@Dashrender
Because my boss is likely psychotic and nitpicks everything. I've been trained to forget trying to do anything the "right" way, and instead spend much time and resources just trying to get exactly what they ask for instead.In this case, a "ticketing" system that is apparently JUST for her to JUST assign tickets to me, ignoring everybody else in the company. But apparently just sending me an email with a requests/tasks is not jargon-y enough. It must be "tickets".
LOL, then host it locally and be done with it... I suppose that doesn't give the first page logon only setup though that she wants for some reason.
I would, but they aren't in the office 60% of the time, so having access on the road, from home, laptop, is important.
Obviously I could open up our internal server but have tried to avoid that, especially for port 80, 22 traffic, and because we don't have a static IP at the office, and our ISP is sketchy, etc etc. I prefer a $5 VULTR box to be honest.OK, no static IP.. well no wonder you have problems, at least for this. Of course you could use DynDNS, but still.
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As already mentioned, it sounds like this is a solution for your boss, not your company. She wants a way to track tickets that she sends you. could instead of using this new thing, just make sure she puts the word ticket in the subject line of every ticket to you, then search email for those...
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@Dashrender said in Suggestion for decent, free, ticketing with simple needs?:
As already mentioned, it sounds like this is a solution for your boss, not your company. She wants a way to track tickets that she sends you. could instead of using this new thing, just make sure she puts the word ticket in the subject line of every ticket to you, then search email for those...
Definitely. I'd rather she just send an email and put "TICKET: ........" in the subject line.
She has a weird way of thinking. The reason she wants this just for her to send just to me is because she literally does not want anybody else in the office to send me work/tickets/requests/etc, for some flippin reason. She wants to vet or approve all requests for me to do stuff. Like if Bob downstairs can't print, she doesn't want Bob to just send me an email or call me and tell me the printer won't work. No, she wants Bob to call HER and then SHE will assign me a ticket to fix Bob's printer.
Why? I haven't the foggiest. Because she must want Bob to be without a printer for the longest possible time. Since she isn't even in the office half the day, Bob has to track her down, get in the request, then she has to go to my "tickets" and add one to fix Bob's printer. All the while he can't print while we play musical chairs.
Frankly I'd rather Bob just tell me something doesn't work, and then I fix it, and then I create a record of the job somewhere, if she really wants these issues tracked.
I guess in her mind, these "tickets" will give her a historical "view" into my general day to day tasks. But on the other hand, she told me to my face she really only wants to be able to assign me very general high-level projects that might be months out.So....
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@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
There needs to be no "public" interface of any kind, just the login for employees.
If you are having that issue, it means that you have exposed the wrong directory in your web server, I think. Instead of pointing the web browser to the root of the install, point it to the scp directory. I think that is what you want.
Well that didn't work after all. By assigning a different folder as the web root, it threw off all the internal paths of the app. Just got PHP errors and stuff.
I ended up doing a simple htaccess redirect of the root URL to the /scp subfolder. It works just fine. Based on my poking around, the root URL isn't used for anything, and all our work happens in the /scp folder.
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@Dashrender said in Suggestion for decent, free, ticketing with simple needs?:
As already mentioned, it sounds like this is a solution for your boss, not your company. She wants a way to track tickets that she sends you. could instead of using this new thing, just make sure she puts the word ticket in the subject line of every ticket to you, then search email for those...
Definitely. I'd rather she just send an email and put "TICKET: ........" in the subject line.
She has a weird way of thinking. The reason she wants this just for her to send just to me is because she literally does not want anybody else in the office to send me work/tickets/requests/etc, for some flippin reason. She wants to vet or approve all requests for me to do stuff. Like if Bob downstairs can't print, she doesn't want Bob to just send me an email or call me and tell me the printer won't work. No, she wants Bob to call HER and then SHE will assign me a ticket to fix Bob's printer.
Why? I haven't the foggiest. Because she must want Bob to be without a printer for the longest possible time. Since she isn't even in the office half the day, Bob has to track her down, get in the request, then she has to go to my "tickets" and add one to fix Bob's printer. All the while he can't print while we play musical chairs.
Frankly I'd rather Bob just tell me something doesn't work, and then I fix it, and then I create a record of the job somewhere, if she really wants these issues tracked.
I guess in her mind, these "tickets" will give her a historical "view" into my general day to day tasks. But on the other hand, she told me to my face she really only wants to be able to assign me very general high-level projects that might be months out.So....
Sounds like either a) she doesn't trust you or b) she's looking for ways to give herself value to the company. Who is she in the organization? CEO? If yes, damn, she's wasting her time micromanaging you like that. But if she's in charge of the helpdesk, well that's her job.
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
There needs to be no "public" interface of any kind, just the login for employees.
If you are having that issue, it means that you have exposed the wrong directory in your web server, I think. Instead of pointing the web browser to the root of the install, point it to the scp directory. I think that is what you want.
Well that didn't work after all. By assigning a different folder as the web root, it threw off all the internal paths of the app. Just got PHP errors and stuff.
I ended up doing a simple htaccess redirect of the root URL to the /scp subfolder. It works just fine. Based on my poking around, the root URL isn't used for anything, and all our work happens in the /scp folder.
If someone knows a specific path, can they get around your htaccess redirect?
