Request-tracking system for system administrators

[Anton Hofmann]

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Hi Kenneth,

we're using OTRS in the ITSM version, thats a ITIL compliant and Open Source IT service management
solution.

a short extract from the hp:

OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many
features to manage customer telephone calls and e-mails. The system is built to allow your support,
sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound
inquiries. Do you receive many e-mails and want to answer them with a team of agents? You're going
to love the OTRS!


And yeah thats true, we love OTRS :)

Regards

Anton


Kenneth Holter schrieb:
> Hi.
> 
> 
> In my organization we're using Remedy as the official request-tracking tool.
> I work as a linux sysadmin, and see the need for a tool to record and track
> requests directed at me and my linux sysadin collague. Using Remedy for such
> internal tracking tool doesn't seem like the way to go, so we need some
> other way of managing a central repository of requests.
> 
> I've come accross Best Practical RT (http://bestpractical.com/rt/), but
> haven't had the time to install it yet. But meanwhile I'd like to hear from
> others how they manage reqests when there are more than one sysadmin. Do you
> use a reqest tracking tools for this, or are there maybe other smart ways of
> doing this? Are there tools other than RT that may be more suitable for a
> tracking reqests within a small number of sysadmins?
> 
> 
> Best regards,
> Kenneth Holter

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