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Web Development Thread, Ticketing System in Coding and Web Development; Hello, Not really too sure where to post this, so I presumed this was the most related category. I'm wanting ...
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    Unhappy Ticketing System

    Hello,
    Not really too sure where to post this, so I presumed this was the most related category.

    I'm wanting to set up a ticketing system however we don't really have room in the budget for it, so I've been looking at some free software such as osTicket, however it's not all as easy as it seems.
    Does anybody know of any software that they recommend which allows Active Directory integration and the ability to email in tickets, which is free?

    I don't mind setup time but we just can't make any purchases!


    Any guidance would be much appreciated! Thanks!

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    Freshdesk

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    Edu-IT's Avatar
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    Spiceworks

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    Quote Originally Posted by Edu-IT View Post
    Spiceworks
    Installing this now!

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    Let us know how you go or if you need anything more. It's pretty good for free.

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    Quote Originally Posted by Edu-IT View Post
    Let us know how you go or if you need anything more. It's pretty good for free.
    Only problem I seem to be having is, when it emails to say 'ticket closed' that causes the ticket to reopen?
    Any ideas?

    Untitled.png

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    Quote Originally Posted by GRitchie View Post
    Only problem I seem to be having is, when it emails to say 'ticket closed' that causes the ticket to reopen?
    Any ideas?

    Untitled.png
    No, once the ticket is closed, it is, indeed, closed.
    However, you have the option to reopen a ticket if it needs to be revisited. In this instance, it would email the user again to tell them their ticket has been reopened.

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    Quote Originally Posted by WithoutMotive View Post
    No, once the ticket is closed, it is, indeed, closed.
    However, you have the option to reopen a ticket if it needs to be revisited. In this instance, it would email the user again to tell them their ticket has been reopened.
    That SHOULD be the case, but it isn't.

    I hit close, then a few minutes later, the email to say it is closed is sent out, and then the ticket reopens with this:

    "No Comment.

    an hour ago by IT Helpdesk (Creator)"

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    localzuk's Avatar
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    It sounds like you've got your admin user using the same email address as the helpdesk itself - so the helpdesk is emailing itself, and therefore re-opening tickets.

    The helpdesk needs its own email address, and then any admin users when set up need their individual email addresses entering.

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    Quote Originally Posted by localzuk View Post
    It sounds like you've got your admin user using the same email address as the helpdesk itself - so the helpdesk is emailing itself, and therefore re-opening tickets.

    The helpdesk needs its own email address, and then any admin users when set up need their individual email addresses entering.
    This look right?
    Or....
    Capture.PNG

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    Yeah, that looks fine. What details have you set up the admin account you're logged in to Spiceworks to use?

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    Quote Originally Posted by localzuk View Post
    Yeah, that looks fine. What details have you set up the admin account you're logged in to Spiceworks to use?
    These?
    These are the administrator accounts for spiceworks:
    Capture.PNG

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    localzuk's Avatar
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    Hmm... they all seem right then. Not the same address at all. I'd suggest you post on the spiceworks community about it.

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    I have just implemented OSTicket with AD intergration. osTicket :: Support Ticket System | osTicket (Just google OS Ticket LDAP plugin and you can download this from GitHib).

    Works really well - we have over 6,000 users. The only downside is that admin/tech staff cannot login with AD - but 'customers' can!

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