Greetings all,
I greatly apologize for asking this question on the forum but I was not sure where to find out good information on this topic.
We are setting up a Fedora server and on that server, I need to locate some good web based software that will allow some tech support consultants to login, enter information on a customers support issues, and something that will track the amount of time that the tech spends resolving a customers issue.
I am thinking that this is some type of IT consultant time tracking software that we can add many consultants and they can help to resolve customer IT issues and then we could know what the consult did and how long it took them to resolve the issue that might be in terms of hours, or possibly days depending on what was needed.
Could someone please point me in a good direction to find some software that we can install on our web server for this?
Thanks and again I am sorry for the off-topic posting. Lonnie
On Tue, 2006-05-30 at 12:39 -0400, Lonnie Cumberland wrote:
Greetings all,
I greatly apologize for asking this question on the forum but I was not sure where to find out good information on this topic.
We are setting up a Fedora server and on that server, I need to locate some good web based software that will allow some tech support consultants to login, enter information on a customers support issues, and something that will track the amount of time that the tech spends resolving a customers issue.
I am thinking that this is some type of IT consultant time tracking software that we can add many consultants and they can help to resolve customer IT issues and then we could know what the consult did and how long it took them to resolve the issue that might be in terms of hours, or possibly days depending on what was needed.
Could someone please point me in a good direction to find some software that we can install on our web server for this?
I'm not sure about the timetracking part but two issuetracker/support packages that come to mind are RT and OTRS.
Regards, Patrick
On Tue, 30 May 2006 12:39:48 -0400 Lonnie Cumberland lonnie@outstep.com wrote:
Greetings all,
I greatly apologize for asking this question on the forum but I was not sure where to find out good information on this topic.
We are setting up a Fedora server and on that server, I need to locate some good web based software that will allow some tech support consultants to login, enter information on a customers support issues, and something that will track the amount of time that the tech spends resolving a customers issue.
I am thinking that this is some type of IT consultant time tracking software that we can add many consultants and they can help to resolve customer IT issues and then we could know what the consult did and how long it took them to resolve the issue that might be in terms of hours, or possibly days depending on what was needed.
Could someone please point me in a good direction to find some software that we can install on our web server for this?
Thanks and again I am sorry for the off-topic posting. Lonnie
Freshmeat has all types of stuff like this. http://freshmeat.net This might be a start. Another one is http://hotscripts.com
I am sure someone here might know of one.
Will
On Tue, 2006-05-30 at 12:39 -0400, Lonnie Cumberland wrote:
Greetings all,
I greatly apologize for asking this question on the forum but I was not sure where to find out good information on this topic.
We are setting up a Fedora server and on that server, I need to locate some good web based software that will allow some tech support consultants to login, enter information on a customers support issues, and something that will track the amount of time that the tech spends resolving a customers issue.
I am thinking that this is some type of IT consultant time tracking software that we can add many consultants and they can help to resolve customer IT issues and then we could know what the consult did and how long it took them to resolve the issue that might be in terms of hours, or possibly days depending on what was needed.
Could someone please point me in a good direction to find some software that we can install on our web server for this?
Hi Lonnie,
Take a look at Trac.
It is geared towards software development teams, rather than general IT consulting, but may be worth your consideration.
Cheers, Ben
Thanks and again I am sorry for the off-topic posting. Lonnie
On Tue, 2006-05-30 at 12:39 -0400, Lonnie Cumberland wrote:
Greetings all,
I greatly apologize for asking this question on the forum but I was not sure where to find out good information on this topic.
We are setting up a Fedora server and on that server, I need to locate some good web based software that will allow some tech support consultants to login, enter information on a customers support issues, and something that will track the amount of time that the tech spends resolving a customers issue.
Thanks and again I am sorry for the off-topic posting. Lonnie
Lonnie, I don't beleive it's too off-topic to ask how to make Fedora actually do useful work. In my marketing days I used ACT, which was a professional time management / scheduling / contact manager. It was great to actually become organized, for a change. It cost 800 bucks.
Now I use the KDE applications Korganizer, Kontact and Kaddressbook, and there is one I haven't had to mess with yet, Kprojectmanager. There is a lot of functionality in those that do what ACT did, for no cost. You might check them out and see if they can be modified for your needs. I've modified Kaddressbook's database format to my own needs and use it alot. It's a start. Ric
I am thinking that this is some type of IT consultant time tracking software that we can add many consultants and they can help to resolve customer IT issues and then we could know what the consult did and how long it took them to resolve the issue that might be in terms of hours, or possibly days depending on what was needed.
hey,
You can use any bug-tracking software like mantis. Through this software you can see how much time a person has spend in solving the problem. I also has some graphical output.
I am using it for sometime now.
Regards
Ankush Grover
On Wed, 2006-05-31 at 07:44, Ankush Grover wrote:
I am thinking that this is some type of IT consultant time tracking software that we can add many consultants and they can help to resolve customer IT issues and then we could know what the consult did and how long it took them to resolve the issue that might be in terms of hours, or possibly days depending on what was needed.
Someone may have already mentioned it, but RT (request tracker, http://www.bestpractical.com/rt/) is one of the best in terms of trouble-ticket type software and has some time tracking concepts built in along with the ability to add custom fields for anything you need. It is in the FC5 extras repository so 'yum install rt' should get it, although there is some additional setup needed to make it work.
Lonnie,
I have recently found Eventumhttp://eventum.mysql.org/wiki/index.php/Main_Page, it has time tracking per issue. It seems quite powerful and it is done by MySQL folks.
- Jamie
On 5/30/06, Lonnie Cumberland lonnie@outstep.com wrote:
Greetings all,
I greatly apologize for asking this question on the forum but I was not sure where to find out good information on this topic.
We are setting up a Fedora server and on that server, I need to locate some good web based software that will allow some tech support consultants to login, enter information on a customers support issues, and something that will track the amount of time that the tech spends resolving a customers issue.
I am thinking that this is some type of IT consultant time tracking software that we can add many consultants and they can help to resolve customer IT issues and then we could know what the consult did and how long it took them to resolve the issue that might be in terms of hours, or possibly days depending on what was needed.
Could someone please point me in a good direction to find some software that we can install on our web server for this?
Thanks and again I am sorry for the off-topic posting. Lonnie
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