OT question about time tracking consultant software

[Lonnie Cumberland]

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

[Patrick]

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

[CodeHeads]

On Tue, 30 May 2006 12:39:48 -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?
>
> 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

[Ben Stringer]

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.

http://www.edgewall.com/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

[Ric Moore]

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

[Ankush Grover]

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.

http://www.mantisbt.org/

Regards

Ankush Grover

[Les Mikesell]

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.

[Jamie Bohr]

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  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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