<div dir="ltr"><div class="gmail_quote">On Wed, Aug 27, 2008 at 6:44 AM, Montana Quiring <span dir="ltr"><<a href="mailto:montanaq@gmail.com">montanaq@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
Can I get some recommendations for some open source trouble-ticket<br>
(web based) software, please?<br>
</blockquote><div><br></div><div>I've used RT recently, and found it to be a very good system for my needs. Its biggest problem is complexity - it's designed to handle multiple helpdesks with varying seniority, and if your situation is very simple, much of RT is overkill. In my situation, I was the only user (both as "client" and as "helpdesk") because I needed to keep track of a large number of outstanding tickets with varying priority in different queues. Despite the complexity, I was very satisfied with it. The one thing it didn't have, that I had to build myself, was decent status or activity reports.</div>
<div>About 6 years ago, I used Keystone from Stonekeep Consulting and was very happy with it then, but I reevaluated it last year and picked RT instead. I don't think there was anything wrong with Keystone, but it isn't being as actively maintained as RT.</div>
<div>It appears that RT is "king of the hill" for trouble-ticketing, but it's definitely not meant to be a bug tracking system; for that you'd be most likely looking at Bugzilla.</div><div>Theodore mentioned Trac as well, which is under active development like RT, although in my opinion the UI just plain sucks. I can't even quantify why, I just don't like it.</div>
<div>If you're doing software development, the SourceForge system is hard to beat; it includes virtually every component you'd want for facilitating development. It's open-source, but also comes as a commercially supported package, and I believe is available as an appliance too.</div>
<div>-Adam Thompson</div><div> <a href="mailto:athompso@athompso.net">athompso@athompso.net</a></div><div><br></div></div></div>