Helpdesk/work tracking software

Jason Mickela wrote:
> I want implement a help desk in my department to track
work request from 
> various sources. It's also come up that this same
software track charge 
> backs. Can you post if you are using help desk software
that has this 
> feature, or can be configured so.

I'd like to put in another word for Request Tracker. It's
a pain in the neck to install from sources, because it uses
10,000 Perl modules, but once you get it going it's great
to use. It's opensource at http://bestpractical.co
m/rt/.

In my opinion, any helpdesk system worth considering
has to be opensource because most places need to modify
them so much to fit the local situation.


--
Jon Forrest
forrestce.berkeley.edu
Computer Resources Manager
Civil and Environmental Engineering Dept.
305 Davis Hall
Univ. of Calif., Berkeley
Berkeley, CA 94720-1710
510-642-0904

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At 12:07 -0800 2006-02-14, Jason Mickela wrote:
>I want implement a help desk in my department to track
work request 
>from various sources. It's also come up that this same
software 
>track charge backs.

   In addition to Jon Loran's and Jon Forrest's responses
and those 
which are yet to come from other Micronet members, one other
place to 
browse or search for first-hand feedback regarding the use
of help 
desk and work (or issue) tracking software are the archives
of the 
SIGUCCS mailing list:

    https:
//listserv.umd.edu/archives/siguccs.html
    (access requires free, one-time registration)

   SIGUCCS is the Association for Computing Machinery
(ACM)'s special 
interest group for IT professionals at colleges and
universities, and 
according to the description of their mailing list 
<http://
www.siguccs.org/lists.htm#openlist>, it has recently
hosted 
discussions of topics including:

>... security measures for resetting passwords, virus
protection, 
>imaging software, helpdesk software, software licenses,
spam 
>counter-measures, central back-up solutions, room access
control, 
>funding models, and training faculty.

Aron Roberts
Workstation Software Support Group

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