Helpdesk Ticketing Systems #2

On November 22, 2010, in Tech Tips, by Michael

Ok so its been ages since my last post.

In the mean time, ive changed jobs, with a completely different focus on the IT industry.

Any who…

Ticketing systems, seems like this is a recurring theme across jobs as one of the first things that i had to do was to trial and implement a ticketing system to help us keep track of tasks that needs to happen.

First thing i tried and we hit success with, was GLPI (http://www.glpi-project.org/spip.php?lang=en) and voi la, it works perfectly.

Nice and simple to set up. Had it going in under 10 minutes.

Only glitch came when i was settings things up within it, and even then its not a glitch. As with everything, there was quite some work in setting it up and getting to know it.

Never the less am quite happy with how things turned out :D

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Helpdesk Ticketing Systems Part #1

On June 1, 2010, in Tech Tips, by Michael

After much hair pulling and head slamming into desk activities, I have decided that I need to get a Helpdesk Ticketing System up and running.

Having said that, i promptly jumped onto Google and found these two:

http://www.intevation.de/webrt/rt_users_guide.html

http://www.glpi-project.org/?lang=en

Yes, the second one is written by Frenchmen, but they make an easy to use product thats for sure.

Comparing the two, we can see some pretty similar features between them:

They both have your typical Ticketing system
Both have the ability to create and track tickets via inbound and outbound emails
It would appear that both have the ability to also be an asset tracking system (which i think would be quite useful!)

The plan from here, is to put them both through some tests, including the install-a-bility- of eachof these software packages and to see what kind of gotcha’s we run into on the way!

Stay tuned for more updates!

Cheers,
IceaTronic

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