If you really want to save money with a bare-bones IT help ticket tracking
system, you can piece together a combination of Google Forms/Spreadsheets.
It might not have all the bells and whistles of Spiceworks but it will get
the job(s) done.

Good luck,


Craig Boman
Applications Support Specialist
University of Dayton Libraries
937-229-3674
[log in to unmask]



On Mon, Mar 24, 2014 at 4:18 PM, Marc Chantreux <[log in to unmask]> wrote:

> hello,
>
> On Mon, Mar 24, 2014 at 03:43:57PM +0000, Jenny Jing wrote:
> > We are in the process of replacing our internal ticketing system. We
> > need it to be web-based, and staff can attach screenshots when they
> > report an issue, and we can run reports to get the usage statistics.
>
> RT (http://bestpractical.com/docs/rt/4.2/) is installed for years at
> university of strasbourg and we're planning more usage of it.
>
> it comes with a simple and yet rich web UI (with the ability for each
> users to configure their homepage with results and graphs built with
> graphical query builder). for automating, it comes with
>
> * scripts that can be executed at every stage of the ticket lifecicle
> * a simple text based rest API
> * a way to comment, respond, command a ticket by mail
>
> you can build associate content with extensions for SLA, KB, FAQ, ...
>
> > users can send us questions and we can keep track of what kind of
> > questions we get, who is working on it, etc.
>
> you can reply (also sent to requestor) or comment (just for your eyes)
> any ticket.
>
> > It could be an open source or commercial tool.
>
> open source with a commercial support.
>
> It supports really large scale (it's the resquest tracker for the CPAN
> community).
>
> > Does anyone know of something which is good to use?
>
> I don't know a lot of them but RT is from far the best i seen (for users
> *and* administrators).
>
> Note that it follows unix philo: RT by itself is just a bug tracker (but
> a very good one), everything else comes as extension or
> intercommunication with other systems.
>
> hth
> --
> Marc Chantreux
> Université de Strasbourg, Direction Informatique
> 14 Rue René Descartes,
> 67084  STRASBOURG CEDEX
> ☎: 03.68.85.57.40
> http://unistra.fr
> "Don't believe everything you read on the Internet"
>     -- Abraham Lincoln
>