Hi folks...
I'm just looking for some feedback ... we are looking for a *really*
simple Change Management ticket system. All we want is a system that
does the following:
Technician opens ticket requesting a network level or server level
change outlining the brief details, severity level and date for work to
be performed.
Senior technical staff/management review and approve/deny
Technician completes change and records information in ticket to have it
closed off.
Ideal would be some kind of email notification option as well.
On the surface, this seems really simple but every option (open source
and commercial) wants to tie this into a MUCH larger package solution
which we don't need. This is to manage approximately 6 people in a
specific group of the company.
Any input would be appreciated...
Paul
We use [1]http://www.troubleticketexpress.com/ to do just that. While
it leans more towards being a customer support system, we've had no
problem using it as our internal provisioning/network maintenance
system too.
Basic, simple and ties into a SQL db.
Bret
Paul Stewart wrote:
Hi folks...
I'm just looking for some feedback ... we are looking for a *really*
simple Change Management ticket system. All we want is a system that
does the following:
Technician opens ticket requesting a network level or server level
change outlining the brief details, severity level and date for work to
be performed.
Senior technical staff/management review and approve/deny
Technician completes change and records information in ticket to have it
closed off.
Ideal would be some kind of email notification option as well.
On the surface, this seems really simple but every option (open source
and commercial) wants to tie this into a MUCH larger package solution
which we don't need. This is to manage approximately 6 people in a
specific group of the company.
Any input would be appreciated...
Paul
Hi Paul,
Have you considered any of these?
[1] Request Tracker -- http://bestpractical.com/ -- Really nice open
source ticketing system
[2] Bugzilla -- http://www.bugzilla.org -- Another nice tool, built
more "for the programmer" then operations. Used by Mozilla and Redhat
for their bug trackers.
[3] Atlassian JIRA -- http://www.atlassian.com/software/jira/ --
Commercial tool, also more developer-centric then operations-centric,
but should be easily adaptable to your needs. Used by ASF many Apache
subprojects. Atlassian recently changed their pricing model to
include 10 users for $10.
Of the three, I personally prefer JIRA -- to the point of setting up
one of the $10 systems to keep up with the honey-do list at home.
--D
Thanks very much..
We ran RT for a while but every time a new update came out on CentOS it broke the installation (perl mods), making it a pain to keep running. Bugzilla we haven't tried nor the JIRA. I'll take a look... does JIRA have an approval process or some type?
Cheers,
Paul
Paul Stewart (pstewart) writes:
Thanks very much..
We ran RT for a while but every time a new update came out on CentOS it broke the installation (perl mods), making it a pain to keep running.
Hi Paul,
I'm maintaining RT installs on FreeBSD, Debian, CentOS/RHEL, and so far
haven't had any problems.
Have you considered using cpan2rpm for the myriad Perl modules required
by RT ?
Alternatively, there ARE RT36 / RT38 packages for Redhat dists:
http://download.fedora.redhat.com/pub/fedora/linux/releases/11/Everything/source/SRPMS/repoview/rt3.html
Cheers,
Phil
Duane Waddle <duane.waddle@gmail.com> writes:
[1] Request Tracker -- http://bestpractical.com/ -- Really nice open
source ticketing system
OTRS (http://www.otrs.org) might also be an option but as RT it doesn't
relay fit the subject (Simple Change...).
cheers
Jens
Thanks - it's been a little while since we ran RT .. I believe we were
using the actual packages at the time (but could be mistaken).
Thanks - we're not really looking for so much a ticketing system as more
of a "change management approval" system I guess. There was a hosted
package offering called "Sargeant Change" at one time but the website
disappeared - while I'd rather not have something hosted it was exactly
what would work for us... too bad I can't find it any longer.
Appreciate the input..
Paul
"Paul Stewart" <pstewart@nexicomgroup.net> writes:
Thanks - we're not really looking for so much a ticketing system as more
of a "change management approval" system I guess.
Thats why I suggested OTRS only after RT was mentioned. CheckPoint R70.1
has something like this build in but it's only for Check Point and there
is (IMHO) a lot of functionality missing. And it's rather slow.
cheers
Jens
I suggest sticking with RT.
I run RT on CentOS by maintaining a separate Perl libs dir for the cpan modules that are required by RT and keeping it separate from the OS managed stuff, it works very well.
If you are already using drupal portal software I recommend this:
http://drupal.org/project/ticketing
Best Regards,
Janos Mohacsi
Dan Young (dyoung) writes:
If you want Fedora-ish packages built for RHEL/CentOS, getting them
from EPEL is a better choice:
http://download.fedora.redhat.com/pub/epel/5/i386/repoview/rt3.html
http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/rt3.html
Yes, EPEL is ok, but they're out of date.
Oh, and my recommendation for something simpler would be:
http://roundup.sourceforge.net/
http://download.fedora.redhat.com/pub/epel/5/i386/repoview/roundup.html
http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/roundup.html
That's another possibility -- but the original request (to stay somewhat
on topic) is to implement a Change Management Tracking, possibly with
Approval.
This is possible in RT using Scrips and custom keywords:
ApprovalCreation - Request Tracker Wiki
Would roundup allow this ?
Cheers,
Phil
Dan Young (dyoung) writes:
If you want Fedora-ish packages built for RHEL/CentOS, getting them
from EPEL is a better choice:
http://download.fedora.redhat.com/pub/epel/5/i386/repoview/rt3.html
http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/rt3.html
Yes, EPEL is ok, but they're out of date\.
If there's not a security issue, that's a feature, not a bug. The OP's
complaint seems to be that the upgrade treadmill breaks things.
Oh, and my recommendation for something simpler would be:
http://roundup.sourceforge.net/
http://download.fedora.redhat.com/pub/epel/5/i386/repoview/roundup.html
http://download.fedora.redhat.com/pub/epel/5/x86_64/repoview/roundup.html
That's another possibility \-\- but the original request \(to stay somewhat
on topic\) is to implement a Change Management Tracking, possibly with
Approval\.
This is possible in RT using Scrips and custom keywords:
http://wiki.bestpractical.com/view/ApprovalCreation
Would roundup allow this ?
Roundup has role-based permissions, including "signoff" by a manager role:
http://roundup.sourceforge.net/doc-1.0/design.html#use-cases