We switched to OTRS a few months ago. It's great. At least for us, it does everything we need. It's well-written and very extensible. Everything is perl so it's simple to modify (code is very clean and well-organized). Uses MySQL as a back-end. Perl+DBI+MySQL means it's very easy to write supporting scripts for it (if, god forbid, there was something OTRS couldn't do alone!) We are really not using it to it's full potential yet. We simply use it for support e-mails to get directed to the right people, escalate after some time if necessary, etc. It has lots of other features that we haven't even looked at yet (call tracking will probably be the next biggy.) Installation was pretty painless, and I don't think we've had any real problems with it since it went into place. IIRC, we just had to do the CPAN dance for some modules, but other than perl modules there really weren't any dependencies. We are very satisifed :) Adam Maloney Systems Administrator Sihope Communications On Wed, 12 Nov 2003, Tim Wilson wrote: > Hi everyone, > > I'm going to be setting up an "issue tracking" system on a Linux system > soon and I wonder if any of you would be willing to share any > experiences. I've done a lot of googling and looking at various Web > sites. I've found a couple packages that run on top of Zope, some PHP, > and one Java-based one. Any of those platforms is fine with me. As long > as they support MySQL or Postgres I don't really care about the db > backend. > > The goal is to implement a system where technical support people from > various schools in the district where I work can add items to a queue > and assign responsibility for repairs. Ease of use is a plus since many > of the people who may use the system aren't necessarily very geeky. > (Odd, I know.) One program I looked at (http:/helpdesk.oneorzero.com/) > allowed people to submit "tickets" without having a login. This would > allow teachers to add items without the extra hassle of managing > another set of passwords. We can put it on a password-protected > intranet to prevent virtual passersby from adding anything. > > I'm not opposed to spending some money for such a beast, but at this > point the entire concept is pretty new to almost everyone and I don't > want to shell out big bucks for a system that doesn't get used much. So > free/open source would be a plus at this stage and would have the added > benefit of helping me push the FOSS concept more. > > Any ideas would be welcome. Thanks. > > -Tim > > -- > Tim Wilson > Twin Cities, Minnesota, USA > Educational technology guy, Linux and OS X fan, Grad. student, Daddy > mailto: wilson at visi.com aim: tis270 public key: 0x8C0F8813 > > > _______________________________________________ > TCLUG Mailing List - Minneapolis/St. Paul, Minnesota > http://www.mn-linux.org tclug-list at mn-linux.org > https://mailman.real-time.com/mailman/listinfo/tclug-list > _______________________________________________ TCLUG Mailing List - Minneapolis/St. Paul, Minnesota http://www.mn-linux.org tclug-list at mn-linux.org https://mailman.real-time.com/mailman/listinfo/tclug-list