[PLUG] Open Source Help/Request Desk?

[John Medway]

The flow in Bugzilla is more or less what I want. I just expected it to be 
more work to trim than was worth it. Can you share your template changes?


At 09:52 PM 12/3/2008, Ken Stephens wrote:
>Kirk Harr wrote:
> > RT has its foibles like anything else, but in the realm of OSS ticketing
> > systems its the top of a very shabby group. Stuff like bugzilla and 
> trac are
> > geared toward software development and use a bunch of jargon that can be
> > very confusing to end users. RT's function of replying to emails
> > automatically updating tickets is probably the biggest selling point imo.
> >
> > Kirk Harr
> >
> > On Tue, Dec 2, 2008 at 12:33 PM, John Julian <avalchfan at mac.com> wrote:
> >
> >
> >> We use RT where I work..  Very configurable..
> >>
> >> http://bestpractical.com/rt/
> >>
> >> Everyone here seems to like it and it's working well for us..
> >>
> >> john.
> >> On Dec 2, 2008, at 12:31 PM, John Medway wrote:
> >>
> >>
> >>> I don't remember if I asked this here before, but ...
> >>>
> >>> We're looking for an open source help/request handling web
> >>> application I
> >>> can deploy to replace the old home-brew system we had in place. My
> >>> user
> >>> base is IGNORANT of technology, so anything with as many fields as
> >>> Bugzilla
> >>> will send them screaming (not to mention have them put in bad/wrong
> >>> info).
> >>> But I do want the ability to comment on tickets and see the trail,
> >>> reassign
> >>> tickets to other folks, have it send email, et al.
> >>>
> >>> Looking for something potentially I can also add different non-IT help
> >>> queues, such as "HR Requests" and other department-centric requests.
> >>>
> >>> MySQL back end, running on Apache is ideal. Ideas?
> >>>
> >>> _______________________________________________
> >>> PLUG mailing list
> >>> PLUG at lists.pdxlinux.org
> >>> http://lists.pdxlinux.org/mailman/listinfo/plug
> >>>
> >> _______________________________________________
> >> PLUG mailing list
> >> PLUG at lists.pdxlinux.org
> >> http://lists.pdxlinux.org/mailman/listinfo/plug
> >>
> >>
> > _______________________________________________
> > PLUG mailing list
> > PLUG at lists.pdxlinux.org
> > http://lists.pdxlinux.org/mailman/listinfo/plug
> >
> >
>Bugzilla can be customized quite easily.  You can remove a lot of the
>extra field in the templates.  Took me about 1/2 day to figure out how
>to change the templates to get rid of the extra fields.  Bugzilla is
>open source, too.  It is just a bunch of perl scripts.
>
>Ken
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