As somebody who happily used RT for many years, I am quite impressed with OTRS which I now use. (Part of my reason for changing was that I corrupted my RT install trying to upgrade.)
I don't think OTRS will behave any more easily with selinux though. On Mon, Mar 11, 2013 at 11:51 AM, Edward Ned Harvey (lopser) < lop...@nedharvey.com> wrote: > As an IT person, I deal with tech support from a lot of different > companies. Whenever *they* do a good job, I notice, they're usually > running on RT. (A good job in terms of managing a ticket, responding > timely, not premature closing tickets or forgetting about them, etc.) I > start a support request by either going to a web page, sending email to > supp...@company.com, or calling in on the phone. Moments later, I get > notification that a ticket has been created, and another one when a person > is assigned to it, and then another when the person actually has something > to tell me. They might have entered their response on a web interface, or > they sent email to the system - I don't care - They've done a good job at > maintaining a point of contact, keeping me informed of status, and making > it easy for me to write back to them with more info, or attachments. The > support rep and I often engage a live email dialogue.**** > > ** ** > > I used this experience to guide me, in choosing a ticketing system to > deploy and satisfy the need at a client company. (In progress.) Their > internal support staff need something to keep track of issues, supporting > their customers externally. I am sitting here now, realizing that RT is > written in perl CGI, and I'm having a *really* hard time convincing myself > that Perl CPAN hell is the right way to go. Plus, it's all done via > ./configure; make ; make install ... There are no intelligent selinux > policies (most people just disable selinux, which is a really stupid thing > to do for any externally facing server).**** > > ** ** > > My question is: What ticketing systems would you recommend as > alternatives to RT?**** > > ** ** > > I can hear it now: People are just going into a flame war over selinux. > If you want to discuss that, please start a new thread.**** > > Same thing, CPAN. If you want to discuss how crappy CPAN is, or perl cgi, > I will happily do that in a different thread.**** > > ** ** > > ** ** > > _______________________________________________ > Tech mailing list > Tech@lists.lopsa.org > https://lists.lopsa.org/cgi-bin/mailman/listinfo/tech > This list provided by the League of Professional System Administrators > http://lopsa.org/ > > -- Perfection is just a word I use occasionally with mustard. --Atom Powers--
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