Hi Kunal,
Go to www.unipress.com and take a look at Footprints. It is not OSS,
but can run on Linux/OSS software
(http://www.unipress.com/footprints/techspecs.html - page down!).
The system interface is web-based, but also hooks into the email
system.
Not free, but is reasonably priced. Also, their support is very good!
regards
Sean
Kunal Rupera wrote:
Hi,
I am basically looking for an opensource/free/low cost helpdesk
software.
The software should be web based.
It should be able to handle incident reporting [ basically all your MIS
trouble reporting + reporting policy breaches, + user queries on
security or incidents ]
It should then be able to prioritize the incidents based on what the
set on a scale of 1 to 5. It should
1. Email the incident mgmt team on the same
2. Assigning a incident no. and give ack to user reporting incident [a
trouble ticket number with details of the complaint send via email]
3. Incident management Team processes the incident...so folloup,
pending incidnet msg on email, sms, whatever
4. Finally sending email to user that his prob is solved or the
incident is taken care off...with some sort of documentation or
incident report
5. The software should output the following reports in the backend.
low level incidents
spam incidents number as reported, who reported and what was done about
it, etc.
virus attacks number as reported, who reported and who solved etc.
personnel policy breaches number as reported, who reported and who
solved, etc.
physical security breaches, who reported who was responsible etc.
mis use of assets,,etc, who reported, who was respobsible etc.
Basically a complete documentation of any incident that is reported in
the company. A helpdesk/troubleticket software i think but which is
capable of giving in depth reports, graphs, etc. Total number of
problems per day/week/month/year, what were the most common problems,
who reported the maximum number of problems, who solved the maximum
number of problems, etc. to site and example.
And finally it should support about 200-250 users initially and should
be able to scale up well to about a 1000 users.
I would be glad if anybody could help.
Thanks in advance.
Kunal.
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