Re: [SAGE] Looking for call management/helpdesk software

[Pete Ehlke <pde@rfc822.net>]

On Tue, Jan 07, 2003 at 09:25:29AM -0500, William Bilancio wrote:
> When I was a LISA in Philly. I attended a BOF of single admin shops.  A lot
> of people talked about a certain software package for call management and
> helpdesk support.  I can't remember the name of it and of course I now need
> to set up a system to do this.
> 
> Here are my requirements:
> Must work with MySQL
> Run under Linux
> 
> Really those are all the requirements I need at this point.
> 
> So what are people using at there sites.  If you could let me know why you
> picked the particular software and would you recommend it?
> 
I wasn't in Philly (rassn frassn job market frassn rassn), but I'm
guessing folks were talking about RT: http://www.bestpractical.com/rt/

My one gripe with RT is the initial setup, which suffers a lot from the
common open source affliction of "install these 42 modules from CPAN, a
version of mod_perl that hasn't been offically released yet, two
incompatible libc implementations, and the kitchen sink (but only the
cast iron one, a ceramic sink won't work)". I understand that Jesse's
been working on that issue lately, and once it's actually set up and
running, RT is a dream.

-Pete