Suggestion for decent, free, ticketing with simple needs?
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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
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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.
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.
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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.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?
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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?:
@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?
Get around it by going directly? Yes, they can get around it. But only to where it was already sending you.
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Think of it like "hacking" the highway construction. Left lane is closed in one mile, and the signs force you to merge into the right. Could you "bypass" the merge by just driving in the right lane from the beginning. Yes, of course. But we don't really think of that as "working around" it, it's just going to the right place in the first place.
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@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
Think of it like "hacking" the highway construction. Left lane is closed in one mile, and the signs force you to merge into the right. Could you "bypass" the merge by just driving in the right lane from the beginning. Yes, of course. But we don't really think of that as "working around" it, it's just going to the right place in the first place.
OK, just double checking that someone can't bypass any of the security you want/think you want.
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@scottalanmiller 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?:
@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?
Get around it by going directly? Yes, they can get around it. But only to where it was already sending you.
Even if they do go to any other URL that isn't /scp/, I've still got the requirement to be logged in to do anything.
@Dashrender said in Suggestion for decent, free, ticketing with simple needs?:
@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.
I really don't know, but having stayed here and watched 15 other employees come and go, I've heard many many remarks about her personality and way of handling management. For example, one time on a Sunday our webhost was hacked by a bot that hit the entire hosting company. It was like 2am. People out of the country were texting my boss so they began calling/texting me at like 3 in the morning. Of course, I didn't get those messages cause I like sleep. I didn't really fix the problem until the host fixed their end, then I fixed our end, some time around noon.
Well wouldn't you know it, on Monday I got scolded for not obeying an "IT rule" of having a 4 hour turnaround time on the weekend. A "rule" they literally invented just before calling me in to the office for black marks. I'll never forget that, being scolded for a rule they invented after the event in order to punish me.This kind of management circus happens all the time. I guess I've learned to ride the waves.
This dance of trust/micromanagement is ongoing with ALL employees. One day she'll complain about having to do too much and tells us to take responsibility and just do things. But another day she freaks out cause we do things and she wasn't informed to "approve" it for us. It's a continuous dance that always puts employees in the wrong, while giving her leverage and control.
She can verbally tell someone to do something a certain way, but a week later if she doesn't like how it works, she'll claim she would never have told us to do things in that bad way, it's our fault for not having her approve it. It's damn near bipolar. Employees stand up to her and say YOU TOLD ME to do it this way, and she says "I NEVER DID". Well guess who wins the he-says-she-says game?But this thread isn't about that
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why do you still work there?
