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I tried to set up RT & OTRS for ILS consortia support, but my command line skills are still at the beginner level, and I ultimately failed at setting an open source ticketing system up for live production use. OTRS was fairly easy to set up, but I couldn't clear up the lingering issues to make it work live. Our tech team was already using ZenDesk, so I ended up getting added to that system. As a customer, I really like RT -- our ILS support company uses it, but I found the setup of it be extremely frustrating. Good luck! Heather Braum NExpress Coordinator Resource Sharing Librarian Northeast Kansas Library System [log in to unmask] "The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn." ~Alvin Toffler, *Rethinking the Future* On Wed, Jul 1, 2015 at 1:52 PM, Mike Smorul <[log in to unmask]> wrote: > We use redmine and purchased a crm/help desk plugin which works really > nice. > On Jul 1, 2015 2:50 PM, "Dean W. Armstrong" <[log in to unmask]> wrote: > > > We use Bugzilla that we customized to work both in a software development > > and a helpdesk environment. We've been running it for 13 years. > > > > > > -----Original Message----- > > From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of > > Rogan Hamby > > Sent: Monday, June 08, 2015 4:42 PM > > To: [log in to unmask] > > Subject: Re: [CODE4LIB] Hrlpdesk Software > > > > I tried out a dozen or so about a year ago when we had a discussion about > > it and osTicket was my favorite of those I tested. I was ultimately out > > voted in favor of a closed source product but that's how it goes...... > > > > On Monday, June 8, 2015, McCanna, Terran <[log in to unmask]> > > wrote: > > > > > We are preparing to switch from a commercial package (Numara > > > Footprints) to osTicket. We looked at a number of commercial and open > > > source products, and we narrowed it down to two open source products > > > that we liked, osTicket and RT (RequestTracker). We installed both of > > > those to test them out and all of us preferred osTicket. The features > > > are similar in both. RT has more add-on modules available so if you > > > expect to want to do heavy customizations, that might be a better > > > choice, but osTicket is nicer out of the box and will require less > > configuration time. > > > > > > > > > Terran McCanna > > > PINES Program Manager > > > Georgia Public Library Service > > > 1800 Century Place, Suite 150 > > > Atlanta, GA 30345 > > > 404-235-7138 > > > [log in to unmask] <javascript:;> > > > > > > ----- Original Message ----- > > > From: "Stuart Forrest" <[log in to unmask] <javascript:;>> > > > To: [log in to unmask] <javascript:;> > > > Sent: Monday, June 8, 2015 5:28:59 PM > > > Subject: [CODE4LIB] Hrlpdesk Software > > > > > > Hi > > > > > > Do any of you use a helpdesk ticket system? What do you use? How do > > > you get on with it etc? I am particularly interested in open source > > software. > > > > > > Thanks > > > Stuart > > >