Helpdesk system

[Mark Whittington]

On Thu, Feb 16, 2006 at 10:20:41AM +0000, Thomas Beckett wrote:
>After getting Linux in use where I work for the gateway and proxy, and
>Nagios reporting our systems status I have been asked to set up a
>helpdesk system and would like to use an oss solution. Specifically
>the features required are:
>
>1. Automatically book on new help requests. - The user sends and
>email, the request is logged, the IT department (4 people) are
>informed and the user given a reference.
>
>2. Possibly include auditing of PCs so that the hardware and software
>is known with the request. (We currently use OCS Inventory for this
>but could change no problem)
>
>3. Shedule tasks for the IT workers. - Create todo lists and prioritise requests
>
>4. Allow closing of tickets by IT users
>
>5. Reporting of activity. - Show how much time has been spent on each
>task / hd request to identify problems that need more people or
>resources on it.
>
>
>My first thought was for a bugzilla or Malone type system but do these
>have the backend reporting ability so we can see how much time is
>spent on each problem? and are there any auditing tools / plugins for
>them to mach the hardware and software to the ticket?
>
>Any advice would be apreciated.
>
>Tom
>

Tom,

I believe that Request Tracker (www.bestpractical.com) might be what
your looking for. I've never used it but I have read a number of
positive reponses about this OSS product.

Mark

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