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Five open source help desk apps to watch

Oct 02, 2009, 20:32 (0 Talkback[s])
(Other stories by Rodney Gedda)

[ Thanks to An Anonymous Reader for this link. ]

"OTRS

"OTRS (Open source Ticket Request System) has features to manage customer telephone calls and e-mails. The system is built to allow support, sales, pre-sales, billing, internal IT and help desk functions to react quickly to inbound inquiries. OTRS is a Web-based help desk and ticket system that provides a set of features to help service organisations to manage requests more efficiently. As a framework, it is the basis of OTRS::ITSM, an ITIL-compliant IT service management solution. It supports MySQL, MS SQL, PosgreSQL, Oracle and DB2.

"URL: http://otrs.org Licence: AGPL

"Triage

"A Web-based help desk application written in Java using the Hibernate and ZK libraries. Triage provides interfaces for handling tickets with notes and solutions, full-text search indexing, and allowing for plug-ins which can generate tickets from external sources (for example Asterisk, OpenNMS, Nagios, and e-mail). The initial development is being done on Linux, using the Eclipse development environment. The idea is that as a technician enters a new ticket, the application will present them with previous tickets/solutions which may be related and be able to present a quick answer. This way, knowledge is not lost and can be easily leveraged even with new personnel in the IT work force.

URL: http://code.google.com/p/triage/ Licence: GPL"

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