[CLUE-Tech] Trouble Ticket System

[Keith Christian]

We also used Keystone at a previous job for tracking.

Another one to look into would be Bugzilla, at
http://www.mozilla.org/projects/bugzilla/download.html

====Keith

--- Lynn Danielson <lynnd at techangle.com> wrote:
> Stephen Smith wrote:
> > 
> > Can someone out there please recommend a Linux
> > based trouble ticket / helpdesk system..?
> 
> My company has been using Keystone <http://keystone.whitepj.net/>
> for a couple of years.  It seems to be meeting our needs pretty
> well.  It's a web based ticket tracking system based on MySQL and
> php3.  It will email the tech and contacts specified on the ticket
> and send out automatic reminders if tickets remains open.  It can
> be configured so that simply replying to a keystone email will post
> a follow up to the ticket (a feature I like quite a bit).  It is an
> open source commercial project.  It can be downloaded for free but
> it is no longer being developed.
> 
> I've been told that on slow machines it can take an unacceptable
> amount of time for the browser to interperet the html for a large
> list of tickets.  Apparently because of the number of frames and
> tables involved.  Filters can be set up to minimize the number of
> tickets you view and this can help a lot with that problem.  My
> default filter shows me only my open tickets and it's never taken
> more than a second or two to display them on my machine.
> 
> Another small annoyance has been with the backslash characters
> being "escaped".  Backslashes will show up fine in the emails, but
> in the keystone tickets they dissapear.  If you use two backslashes
> (\\) it will show up as one in the keystone ticket, but as two in
> the email.  So, if you discuss network share using UNC, i.e.,
> \\hostname\sharename, it will show up as \hostnamesharename in the
> ticket.  I switched to using forward slashes, because that used to
> work just fine with Windows, but it doesn't with newer versions.
> It's possible that turning off magic quotes in php might fix this
> problem, but I don't know for sure.
> 
> A coworker of mine who installed keystone for us is currently
> looking for an alternative.  He's looked at bugtraq (sp?) and
> doublechocolatte (sp?) and seems to think that they could be
> modified to use as a general purpose ticketing system, but
> they're designed more for software development.
> 
> Hope this helps,
> 
> Lynn
> 
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