Maurice,
I have done a Bugzilla installation and can give you some pointers on
how to go about it if you want.
The thing to remember about bugzilla is that it is not helpdesk software.
Bugzilla is primarily designed to accept notifications of bugs and
feature requests in software from users then record and track the
progress of their resolution.
Software to accept and record requests for help and support from users
is really a quite different thing.
What you want in that sort of system is:
- some means of looking for trends and ongoing problems. This can lead
to bug/feature requests but it is not the same.
- Hardware tracking/ inventory
- Support knowledgebase
- other stuff not in Bugzilla
So my recommendation is not to use Bugzilla unless it is for
bug/software issue tracking.
Don't get me wrong, Bugzilla is one of the best at what it does. But
that is not helpdesk software.
Maurice Butler wrote:
Hi,
I have just started managing a network for a large organisation that is
about to get bigger.
All ready running Linux, Mac (os x), windoze.
Currently the IT request are written into an exercise book - when it can be
found.
I would like something like bugzilla to track the request, provide feedback
to users and track time spent servicing request etc.
See above prob' not a good fit. However because it is OSS you could
modify it to fit :-)
Essential that authentication be able to tie into ldap so users logged on
the network can use the system transparently.
Bugzilla will do that nicely. I have it authenticating against a M$ AD
server.
Thanks Maurice
