Helpdesk system

[Will H. Backman]

Thomas Beckett wrote:
> On 2/16/06, Mark Whittington <mark at chunkychimp.co.uk> wrote:
> 
>>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
>>
> 
> 
> Thank you both for your suggestions. I am testing them both now. I
> also found glpi
> http://glpi.indepnet.org/?lang=en
> Ill post my thoughts on each of them next week after ive given them a try.
> 
> Thanks again
> 
> Tom
> 

You might also want to take a look at Roundup, written in Python.
http://roundup.sourceforge.net/

It would need some cusomization for your needs, but it is flexible.