Hi!
Just some quick awnsers...
> Questions:
> 1) Our ISP hosts our site from the following platform: [OS]FreeBSD
> [webserver] Apache/1.3.28 (Unix) PHP/4.3.6 mod_ssl/2.8.15
> OpenSSL/0.9.7c. I notice that the OTRS RPMs do not mention FreeBSD. Will
> any of them work installing into this environment?
I have no experience with FreeBSD, but I think you should use the
source
package and follow the installation instructions in it. I think everything in
OTRS is PERL,
so it should work with your ISP's software and OS. It's desirable that they
could add
mod_perl support, as it makes OTRS incredibly faster (at least 10 times
faster!).
> 2) Does it matter that the site is hosted in one location, and our
> mailserver in another?
No, if you don't mind to have some extra bandwith use in your internet
conection and in your ISP. OTRS will fetch mail from your Exchange Server to
your ISP,
in order to allow you to work with them. Depending on how many mails you need
to deal
with, it could be preferably to install a server on your office instead of in
your ISP.
> 3) Are there are any other questions you think I should be asking?
> Please feel free to enlighten me. I'm trying to overcome some in-house
> prejudice against open source software here and can use all the
> ammunition I can find to make my case.
OTRS works very well, it's stable and reliable. But it needs some time
to get
used to it and to customize it to your needs (probably as any other Trouble
Ticket
application). It's free, requires low maintenance once it's been set up, it's
customizable,
and can do a lot of things related to Trouble Ticketing. And we're expecting a
new
version soon (2.0!) with a lot of new things ;-)
Regards,
---
Victor R. Rodriguez
Departamento de Sistemas
Valoraciones del Mediterraneo, S.A.
---
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