Hi nanog,
Have any idea of the current popular trouble ticket system for the NOC ?
The system used to accept, dispatch, close, store and search trouble
ticket
or customer case ? It's pretty much a NOC work flow system, but more
focused
on IP NOC.
So what's the popular one ? How about HP help desk, or CA ? Any other ?
thanks for any input.
Yu Ning
Hi Yu,
Hi nanog,
Have any idea of the current popular trouble ticket system for the NOC ?
The system used to accept, dispatch, close, store and search trouble
ticket
or customer case ? It's pretty much a NOC work flow system, but more
focused
on IP NOC.So what's the popular one ? How about HP help desk, or CA ? Any other ?
Maybe URL:
http://www.hotscripts.com/PHP/Scripts_and_Programs/Customer_Support/
would be of interest to you.
mh
:: Have any idea of the current popular trouble ticket system for the NOC ?
:: The system used to accept, dispatch, close, store and search trouble
:: ticket or customer case ? It's pretty much a NOC work flow system,
:: but more focused on IP NOC.
::
Definitely check the archives, this comes up often:
http://www.merit.edu/mail.archives/nanog/
I've seen everything from $100 pc's running RT to multimillion dollar distributed
remedy installs used successfully. I personally use RT 1.0, and like it.
RT is available at: http://www.bestpractical.com
-jba
Hi all,
Thanks for all your kindly reply. I'm currently evaluating HP Service
Desk, and CA
Unicenter service desk. Remedy seems have no Chinese contact. RT seems
too
non-commercial 
thanks!
Yu Ning
The irony of this is that a software package is being rejected by a branch
of a marxist government, because it is TOO commercial. You've got to love
that.
- Daniel Golding
I suspect Best Practical Solutions (the RT developers) would be
happy to take your money for a support contract (They're at
http://bestpractical.com/ ).
I think if you drop them a note you'd be suprised how many large
organizations are using RT....
-j