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Network and Classroom Management Thread, IT Help Desk Software in Technical; I really like OTRS, mainly for the automated SLA's although I still haven't got around to fully implementing it as ...
  1. #16
    Jamman960's Avatar
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    I really like OTRS, mainly for the automated SLA's although I still haven't got around to fully implementing it as yet

    James

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  3. #18

    localzuk's Avatar
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    Quote Originally Posted by chris_uk View Post
    Don't suppose you still have some of the config's for it?
    Code:
    # Any configuration directives you include  here will override
    # RT's default configuration file, RT_Config.pm
    #
    # To include a directive here, just copy the equivalent statement
    # from RT_Config.pm and change the value. We've included a single
    # sample value below.
    #
    # This file is actually a perl module, so you can include valid
    # perl code, as well.
    #
    # The converse is also true, if this file isn't valid perl, you're
    # going to run into trouble. To check your SiteConfig file, use
    # this comamnd:
    #
    #   perl -c /path/to/your/etc/RT_SiteConfig.pm
    
    
    $DatabasePassword = 'rt_pass';
    
    
    $MailCommand = 'sendmailpipe';
    $SemdmailArguments = '-oi';
    
    
    $CorrespondAddress = 'email@address.com';
    $CommentAddress = 'email@address.com';
    
    
    $Timezone = 'Europe/London';
    
    
    #Set($LogToSyslog , undef);
    #Set($LogToScreen , 'error');
    #Set($LogToFile , 'debug');
    #Set($LogDir, '/opt/rt3/var/log');
    #Set($LogToFileNamed , "rt.log"); #log to rt.log
    
    
    
    
    Set( $rtname, 'site/rt');
    Set( $Organization, "ORG");
    Set ($WebBaseURL , 'http://SITE');
    Set ($WebPath , '/rt');
    
    
    Set($WebImageURL, $WebPath . "/NoAuth/images/");
    Set($LogoURL, $WebImagesURL . "logo.gif");
    Set($LogoLinkURL, "http://SITE/rt");
    Set($LogoImageURL, $WebImagesURL . "logo.gif");
    Set($LogoAltText, "ICT Helpdesk");
    
    
    #Set(@Plugins,(qw(Extension::QuickDelete)));
    Set(@Plugins,'RT::FM','RT::IR','RTx::Statistics', 'RTx::Calendar','RTx::Tags',(qw(RTx::EmailCompletion)),qw(RT::Authen::ExternalAuth));
    
    
    Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
         MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);
    
    
    # THE EXTERNAL AUTH
    
    
    Set($WebExternalAuth, 0);
    Set($WebExternalAuto, 0);
    
    
    Set($ExternalAuthPriority, ['My_LDAP']);
    Set($ExternalInfoPriority, [ 'My_LDAP']);
    
    
    Set($ExternalServiceUsesSSLorTLS, 0);
    
    
    Set($AutoCreateNonExternalUsers, 0);
    
    
    Set($ExternalSettings, {
    'My_LDAP' => {
    'type' => 'ldap',
    'auth' => 1,
    'info' => 1,
    'server' => '10.5.143.10',
    'user' =>
    'CN=Administrator,CN=Users,DC=domain,DC=county,DC=gov,DC=uk',
    'pass' => 'Password',
    'base' => 'ou=Staff,ou=Managed Users,dc=domain,dc=county,dc=gov,dc=uk',
    'filter' => '(objectClass=*)',
    'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)',
    'tls' => 0,
    'net_ldap_args' => [ version => 3 ],
    'attr_match_list' => [ 'Name',
    'EmailAddress',
    'RealName',
    'WorkPhone',
    'Address2'
    ],
    'attr_map' => {
    'Name' => 'sAMAccountName',
    'EmailAddress' => 'mail',
    'Organization' => 'physicalDeliveryOfficeName',
    'RealName' => 'cn',
    'ExternalAuthId' => 'sAMAccountName',
    'Gecos' => 'sAMAccountName',
    'WorkPhone' => 'telephoneNumber',
    'Address1' => 'streetAddress',
    'City' => 'l',
    'State' => 'st',
    'Zip' => 'postalCode',
    'Country' => 'co'
    }}}
    );
    1;
    That's what I used.

  4. Thanks to localzuk from:

    chris_uk (4th June 2013)

  5. #19
    E_S_P's Avatar
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    If you want a free one, and have less than 100 users then have a look a SysAid Free Edition We have used SysAid for a number of years and it all works really well. The paid version we use is quite powerful with the added on modules. Not too expensive to buy either.

  6. #20

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    manage engine service desk is free upto 5 technicians

  7. #21
    Abaddon's Avatar
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    SysAid here as well.. does an excellent job, and we have no problems (with it!).

  8. #22

    Edu-IT's Avatar
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  9. #23

    Sylv3r's Avatar
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    We use Kayako (Help Desk Software, Live Chat Software and Customer Service Software) and love it although others on this thread have mentioned decent helpdesks for free which I can't argue with either.

  10. #24
    DaveMurphy's Avatar
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    ManageEngine ServiceDesk is great, works via AD and SSO so you don't have to assign or create additional accounts for users.

  11. #25
    mdench's Avatar
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    Quote Originally Posted by ICTonto View Post
    I'll add a lonely voice for Request Tracker RT: Request Tracker - Best Practical , it does need some linux skills but is fast and fully configurable.
    Another vote here for RT its soo flexible and can be made to do alot of things. We have ours monitoring 4 fairly active mailboxes with IT, premises and office staff using it to keep track of jobs and makes it really easy to shift jobs between departments if needed.

  12. #26
    markwilfan's Avatar
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    We use web help desk. It is pricey but it is ITIL based. We love it and is great for asset management too

  13. #27
    vyperz's Avatar
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    Spiceworks.. free and does the job

  14. #28

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    Could anyone tell me if OSTicket or RT support multiple support teams so we can separate our site maintenance guys jobs from our IT team's?

  15. #29
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    Quote Originally Posted by Tricky View Post
    Could anyone tell me if OSTicket or RT support multiple support teams so we can separate our site maintenance guys jobs from our IT team's?

    RT you can set up with multiple queues so one for IT one for Maintenance and then you just need to set the right permissions on the users so they only see the correct queue or they just select the correct queue from the list down the left.

  16. Thanks to mdench from:

    Tricky (5th June 2013)

  17. #30

    bladedanny's Avatar
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    Quote Originally Posted by Tricky View Post
    Could anyone tell me if OSTicket or RT support multiple support teams so we can separate our site maintenance guys jobs from our IT team's?
    OSTicket does. We use it for both our IT team and our buildings dept.

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