Clinton,
I'll copy SLUG in on this because I'll be truthful. If you want a simple system that will manage software fixes / issues / reports that will run out of the box with Windows / Unix TCL/TK clients (tkngats) it is an excellent drop in solution. You get included a simple web interface, a simple notification system that can tell you if a job has not even been touched by staff within a timeframe (office hours or 24). If you want to have a commercial grade help desk that will do SMS / email notifications based on more than 1 condition / phases, statistics, well presented web interface (there are 2 for gnats) the answer IS NO gnats is not an out of the box solution. I lost my last job due to issues with a zealous IT manager who got behind gnats because it was simple, then started complaining when it couldn't do escalations his way. I spent 2 weeks doing stupid hours programming in perl to keep him quiet. The day I finished it I resigned: P Luke -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] Sent: Friday, 21 December 2001 2:33 PM To: 'Luke McKee' Subject: RE: [SLUG] Helpdesk Look like I Will have a look at Gnat. Are there many hidden traps as I am trying to get something up and running pretty quickly. Cheers Clinton Gaddes IT Operations Manager NSWTRB _________________________ voice mail��� �������� +02 9694-6292 9Mobile ������� ���������0414908072 e-mail����������� [EMAIL PROTECTED] snail mail���� �������� Level 6 ,1 Rosbery Avenue, Rosebery NSW 2018 -----Original Message----- From: Luke McKee [mailto:[EMAIL PROTECTED]] Sent: Friday, 21 December 2001 2:24 PM To: Clinton gaddes Subject: RE: [SLUG] Helpdesk Gnat's web is good. It is pearl and you could integrate it in a PHP environment with frames without too much work. There is also a statistics module written by Jupiter systems. It's a good product. Pit a perl programmer on it for 2 weeks to re-do what I did (time based escalations and paging) and add a nice front door script (so you can redefine priority / severity levels from the gnats defaults because they can get a bit cryptic. Good luck. Luke -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] Sent: Friday, 21 December 2001 2:24 PM To: 'Luke McKee' Subject: RE: [SLUG] Helpdesk Stone keep? I was trying PHPhelp desk but the doc is terrible. Cheers Clinton Gaddes IT Operations Manager NSWTRB _________________________ voice mail��� �������� +02 9694-6292 9Mobile ������� ���������0414908072 e-mail����������� [EMAIL PROTECTED] snail mail���� �������� Level 6 ,1 Rosbery Avenue, Rosebery NSW 2018 -----Original Message----- From: Luke McKee [mailto:[EMAIL PROTECTED]] Sent: Friday, 21 December 2001 2:05 PM To: Clinton gaddes; [EMAIL PROTECTED] Subject: RE: [SLUG] Helpdesk GNU GNATS! My experience with GNATS: 2 years at previous jobs that used it. It's very good for managing software bugs from the moment they are reported threw the final resolution, and documentation in release notes & prog dogs. I've been temped at offering doing a talk about it for some time for SLUG. I have written time based escalation modules in perl and in-house enhancements to the front door script that cleans up incoming mime email messages to it. Stone keep does a better job for trouble ticket scenarios like broken printers (run of the mill stuff). Hope I helped. Luke -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] Sent: Friday, 21 December 2001 12:08 PM To: [EMAIL PROTECTED] Subject: [SLUG] Helpdesk Hey guys does any one no off a really good helpdesk ticketing systems....via Linux. Cheers -- SLUG - Sydney Linux User Group Mailing List - http://slug.org.au/ More Info: http://lists.slug.org.au/listinfo/slug
