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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 >