On Mon, Mar 11, 2013 at 06:51:07PM +0000, Edward Ned Harvey (lopser) 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<mailto: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?
Build a Debian Wheezy virtual machine. Run the Debian-supplied RT package in that. Run apticron so you will get reminders as to when packages have updated. -dsr- _______________________________________________ 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/
