Ticket/Asset Managment system

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1

I am currently evaluating my options for an open source trouble ticket
management system that is based on assets (the trouble ticket is opened
on a particular server, network element, etc.). Also, I am hoping to
find a tool that can tie in with SNMP software so I can have tickets
auto-generated for certain types of SNMP traps or polling failures.

Any recommendations?

So far, the best two that I have been able to find are:

1. OTRS.org

2. GLIP-project.org

Any insight would be appreciated.

Brandon

2

Request-Tracker (RT) with RT-IR (Incident Response) ?

3

Brandon Grant (brandon) writes:

I am currently evaluating my options for an open source trouble ticket
management system that is based on assets (the trouble ticket is opened
on a particular server, network element, etc.).

  Hi Brandon,

  Maybe RT (already mentioned) could do the trick -- it's a matter of
  choosing how you will set up the system, i.e.: number of queues, custom
  fields, etc...

  Since it's ticket centric, it really doesn't matter how many servers
  or assets you have.

Also, I am hoping to
find a tool that can tie in with SNMP software so I can have tickets
auto-generated for certain types of SNMP traps or polling failures.

  That's not really dependent on the ticket system. I've done this
  with Trac and RT: it's more a matter of whether the NMS platform
  allows triggers (arbitrary actions) to be tied to events, and also
  in which cases. It's trivial with Nagios to open tickets on down
  or unreachable events. You could even instrument the script to
  update the ticket (never close a ticket automatically!) every time
  a new event related to this equipment took place.

1. OTRS.org

2. GLIP-project.org

  You mean http://www.glpi-project.org/ -- I've heard it should be quite
  complicated to setup, but have no first hand experience myself.

  Cheers,
  Phil

4

"Brandon Grant" <brandon@momentous.ca> writes:

Also, I am hoping to find a tool that can tie in with SNMP software so
I can have tickets auto-generated for certain types of SNMP traps or
polling failures.

Do it the other way round: Use something like Nagios, Zabbix or Icinga
for monitoring and if a fault is detected let the monitoring system
send a message to your ticket system.

Jens

5

A previous employer did something similar with Solarwind's ipMonitor and Kayako eSupport.
Neither are open source, but at the time, the cost for each piece of software was reasonable.

Jens Link wrote:

6

I'd second this. RT is a really nice ticketing system with great email
capabilities. Use nagios to send an email to an address you have RT
configured to receive, and you can even pipe that email address directly
into a specific ticket queue within RT.