David McDowell wrote:
So, in light of that, we are seeking a system we can use to track our calls/cases to help us manage this. If you have any suggestions, please include some pros and cons.
We started using Jira about a year ago. Caveat: it is neither free nor open source. But worth every penny we paid for it. http://atlassian.com/software/jira/ For us, e-mail integration was critical - meaning that our users get an e-mail whenever their issues are updated and they can respond via e-mail. Also, our online bug report form and the request form integrated into our products can submit new support requests via the e-mail interface.
What would be icing on the cake for me? Something which was developed using PHP (running on linux/apache), can use MSSQL (yes I said that)
Sorry, it's a Java webapp. But it does support most databases (incl MSSQL).
and possibly even have users auth'd against my AD (LDAP) just like I'm
Dunno about that - but it couldn't hurt to ask them. Their support has always been very responsive to us. They have a plugin architecture that might make it possible to integrate with AD for authentication. They do have a LDAP integration: http://atlassian.com/software/jira/docs/v3.5/ldap.html Linux Content: we run Jira on Tomcat/MySQL and RHES3, soon moving to CentOS 4. HTH, C -- ------------------------------------------------------------------------- Chris Merrill | http://www.webperformance.com Web Performance Inc. Website Load Testing and Stress Testing Software ------------------------------------------------------------------------- -- TriLUG mailing list : http://www.trilug.org/mailman/listinfo/trilug TriLUG Organizational FAQ : http://trilug.org/faq/ TriLUG Member Services FAQ : http://members.trilug.org/services_faq/
