Hi, Just building up a gentoo box to play with mantis and rt ticket systems that appears to be a close match than bugzilla. Thanks for the offer Maurice
> -----Original Message----- > From: Zane Gilmore [mailto:[EMAIL PROTECTED] > Sent: Wednesday, 13 July 2005 9:27 p.m. > To: Clug > Subject: Re: help desk system for gentoo > > > 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 > > > > > >
