Free(opensource) Ticketing solutions
Hello, Which free and good ticketing systems do you folks(for those who do) use? Regards, Paschal Masha
We're using Zammad John Stitt Senior Network Engineer ________________________________ From: NANOG <nanog-bounces+jstitt=hop-electric.com@nanog.org> on behalf of Pascal Masha <pascalmasha@gmail.com> Sent: Monday, May 27, 2024 12:28 PM To: nanog <nanog@nanog.org> Subject: Free(opensource) Ticketing solutions Hello, Which free and good ticketing systems do you folks(for those who do) use? Regards, Paschal Masha CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. If you are not expecting this message contact the sender directly via phone/text to verify.
On Mon, 27 May 2024, 19:40 Elmar K. Bins, <elmi@4ever.de> wrote:
ghenry@suretec.co.uk (Gavin Henry) wrote:
Used RT since 2003. Love it.
Same here (I suppose since inception, but I've only been here for a few years). Stable, integratable, scriptable.
We use it for billing, support, number porting. Assets. Anything that needs a audit trail really.
On May 27, 2024, at 11:49 AM, Gavin Henry <ghenry@suretec.co.uk> wrote:
Used RT since 2003. Love it.
We've been using RT also since 2003...it has always served our needs. Anne --- Anne P. Mitchell, Esq. Internet Law & Policy Attorney CEO Institute for Social Internet Public Policy (ISIPP) Author: Section 6 of the CAN-SPAM Act of 2003 (the Federal email marketing law) Creator of the term 'deliverability' and founder of the deliverability industry Author: The Email Deliverability Handbook Board of Directors, Denver Internet Exchange Dean Emeritus, Cyberlaw & Cybersecurity, Lincoln Law School Prof. Emeritus, Lincoln Law School Chair Emeritus, Asilomar Microcomputer Workshop Counsel Emeritus, eMail Abuse Prevention System (MAPS)
Hello, we‘re happy with Znuny. Mit freundlichen Grüßen / Best regards Johannes Treml Geschäftsführer Treml & Sturm Datentechnik GmbH Mühlheimer Straße 209 D-63075 Offenbach am Main Deutschland/Germany Telefon: +49 69 - 8990820 Telefax: +49 69 - 89908233 E-Mail: info@treml-sturm.de <mailto:info@treml-sturm.de> Internet: www.treml-sturm.de Geschäftsführende Gesellschafter: Johannes Treml und Roland Sturm Sitz der Gesellschaft: Offenbach am Main Registergericht: Amtsgericht Offenbach am Main Registernummer: 5 HRB 10140 USt-ID: DE 182038999 Näheres zur Informationspflicht nach Artikel 13 DS-GVO und zur Verarbeitung Ihrer personenbezogenen Daten erfahren Sie hier <treml-sturm.com/datenschutzhinweise-allgemein>.
Am 27.05.2024 um 19:31 schrieb Pascal Masha <pascalmasha@gmail.com>:
Hello,
Which free and good ticketing systems do you folks(for those who do) use?
Regards, Paschal Masha
Can heavily recommend Freescout Cameron ----- Original message ----- From: Pascal Masha <pascalmasha@gmail.com> To: nanog <nanog@nanog.org> Subject: Free(opensource) Ticketing solutions Date: Monday, 27 May 2024 18:28 Hello, Which free and good ticketing systems do you folks(for those who do) use? Regards, Paschal Masha
While we use RT for historical reasons, I know some consultants prefer using OTRS instead of RT for some workloads. Rubens On Mon, May 27, 2024 at 2:29 PM Pascal Masha <pascalmasha@gmail.com> wrote:
Hello,
Which free and good ticketing systems do you folks(for those who do) use?
Regards, Paschal Masha
We migrated our OTRS to Znuny some time ago: https://www.znuny.org/en On 27 May 2024, at 23:01, Rubens Kuhl wrote:
While we use RT for historical reasons, I know some consultants prefer using OTRS instead of RT for some workloads.
Am 27.05.2024 um 19:28 schrieb Pascal Masha <pascalmasha@gmail.com>:
Hello,
Which free and good ticketing systems do you folks(for those who do) use?
I've had good experiences with Zammad https://github.com/zammad/zammad A bit resource-hungry, and some of the UX takes a bit getting used to, but very efficient workflow-wise. APIs are also very decent, if you want to integrate custom systems into the workflow. Stefan -- Stefan Bethke <stb@lassitu.de> Fon +49 175 3288861
On 5/27/24 10:28, Pascal Masha wrote:
Hello,
Which free and good ticketing systems do you folks(for those who do) use?
Regards, Paschal Masha
We use https://cerb.ai/ internally. Its 100% free _and_ open source for 1 user a time. If you need multiple users at the same time, then a paid license is required. -Adam -- Adam Brenner https://aeb.io/
This threat is interesting to me, but I'm surprised how no requirements or use-cases are mentioned. Like what is OP trying to do? Looking at some of the proposals, it's obvious some of them are intended for use cases where one side is an external party with email, and one side is an internal party with application. And this system would be obviously terribly for internal use, where teams ask each other to do things via the system. I find the customer facing ticketing system a far easier problem, than the internal one. For the internal one, my MVP requirements would be - Everyone has their own ticket view, and see just tickets that are actionable to them, right now - Tickets can have dependencies, maybe I've been assigned a ticket, and I figure out what I need to do, and what I need from others to do it, so I can create new tickets and have my ticket depend on them. This way I can get my ticket out of my view, until dependencies are solved, in which case I get it back - Tickets could have parent and child, where parent automatically tracks progress through children, perhaps my parent ticket is 'enabled ISIS' and I have child ticket for each device. - API for users, not just developers - I strongly believe the market has understood UX wrong, I believe WebUX is great for problems where users use the UX rarely, but CliUX actually is desirable by users and management for problems where users use the UX every day hours on end. The Cli/Curses UX is blazing fast and predictable layout, so after onboarding, users don't even look at the screen and are exceedingly efficient. When I check-in to a hotel, buy a SIM or rent a car, I often have to wait silently when the clerk spends literally 10min clicking and typing, on the most common use case they have. I don't expect market to ever agree, but at least if it has API, I can write my own CliUX to be fast on the couple things I need to do The commercial solutions I've used, Remedy and ServiceNow are absolutely horrible, and it shocks me this is the state of the art. Companies where those are used, you have to force employees to use them, and if you are senior enough that rules don't apply, you don't use it, because it's so bad UX. Both would basically require an internal team to develop them actively, at which point you might wonder, why didn't we just NIH this? But usually this internal team doesn't exist due to cost reasons, and the outcome is really poor and expensive. Someone is going to do what Slack did to chat, and make a ticketing system that people actually want to use rather than email, because they think it makes their work easier. -- ++ytti
The google incantation you're looking for is "task management software" or "task management software for teams". Commercial solutions are things like Monday.com or asana. There are lots of alternatives here as well depending on your workflow and needed feature set, and both open source and commercial solutions are available. On Sun, Jun 2, 2024, 11:45 PM Saku Ytti <saku@ytti.fi> wrote:
This threat is interesting to me, but I'm surprised how no requirements or use-cases are mentioned.
Like what is OP trying to do?
Looking at some of the proposals, it's obvious some of them are intended for use cases where one side is an external party with email, and one side is an internal party with application. And this system would be obviously terribly for internal use, where teams ask each other to do things via the system.
I find the customer facing ticketing system a far easier problem, than the internal one.
For the internal one, my MVP requirements would be - Everyone has their own ticket view, and see just tickets that are actionable to them, right now - Tickets can have dependencies, maybe I've been assigned a ticket, and I figure out what I need to do, and what I need from others to do it, so I can create new tickets and have my ticket depend on them. This way I can get my ticket out of my view, until dependencies are solved, in which case I get it back - Tickets could have parent and child, where parent automatically tracks progress through children, perhaps my parent ticket is 'enabled ISIS' and I have child ticket for each device. - API for users, not just developers - I strongly believe the market has understood UX wrong, I believe WebUX is great for problems where users use the UX rarely, but CliUX actually is desirable by users and management for problems where users use the UX every day hours on end. The Cli/Curses UX is blazing fast and predictable layout, so after onboarding, users don't even look at the screen and are exceedingly efficient. When I check-in to a hotel, buy a SIM or rent a car, I often have to wait silently when the clerk spends literally 10min clicking and typing, on the most common use case they have. I don't expect market to ever agree, but at least if it has API, I can write my own CliUX to be fast on the couple things I need to do
The commercial solutions I've used, Remedy and ServiceNow are absolutely horrible, and it shocks me this is the state of the art. Companies where those are used, you have to force employees to use them, and if you are senior enough that rules don't apply, you don't use it, because it's so bad UX. Both would basically require an internal team to develop them actively, at which point you might wonder, why didn't we just NIH this? But usually this internal team doesn't exist due to cost reasons, and the outcome is really poor and expensive. Someone is going to do what Slack did to chat, and make a ticketing system that people actually want to use rather than email, because they think it makes their work easier.
-- ++ytti
Hi all, We're very happy with Zammad, it integrates well with another open source monitoring solution (Zabbix). We're also using it for task management. It allows to put the time spent on each task, and if you don't finish it, it keeps sending reminders each day. We migrated it from OTRS a few years ago. Thank you! On Mon, Jun 3, 2024 at 4:59 AM Forrest Christian (List Account) < lists@packetflux.com> wrote:
The google incantation you're looking for is "task management software" or "task management software for teams".
Commercial solutions are things like Monday.com or asana. There are lots of alternatives here as well depending on your workflow and needed feature set, and both open source and commercial solutions are available.
On Sun, Jun 2, 2024, 11:45 PM Saku Ytti <saku@ytti.fi> wrote:
This threat is interesting to me, but I'm surprised how no requirements or use-cases are mentioned.
Like what is OP trying to do?
Looking at some of the proposals, it's obvious some of them are intended for use cases where one side is an external party with email, and one side is an internal party with application. And this system would be obviously terribly for internal use, where teams ask each other to do things via the system.
I find the customer facing ticketing system a far easier problem, than the internal one.
For the internal one, my MVP requirements would be - Everyone has their own ticket view, and see just tickets that are actionable to them, right now - Tickets can have dependencies, maybe I've been assigned a ticket, and I figure out what I need to do, and what I need from others to do it, so I can create new tickets and have my ticket depend on them. This way I can get my ticket out of my view, until dependencies are solved, in which case I get it back - Tickets could have parent and child, where parent automatically tracks progress through children, perhaps my parent ticket is 'enabled ISIS' and I have child ticket for each device. - API for users, not just developers - I strongly believe the market has understood UX wrong, I believe WebUX is great for problems where users use the UX rarely, but CliUX actually is desirable by users and management for problems where users use the UX every day hours on end. The Cli/Curses UX is blazing fast and predictable layout, so after onboarding, users don't even look at the screen and are exceedingly efficient. When I check-in to a hotel, buy a SIM or rent a car, I often have to wait silently when the clerk spends literally 10min clicking and typing, on the most common use case they have. I don't expect market to ever agree, but at least if it has API, I can write my own CliUX to be fast on the couple things I need to do
The commercial solutions I've used, Remedy and ServiceNow are absolutely horrible, and it shocks me this is the state of the art. Companies where those are used, you have to force employees to use them, and if you are senior enough that rules don't apply, you don't use it, because it's so bad UX. Both would basically require an internal team to develop them actively, at which point you might wonder, why didn't we just NIH this? But usually this internal team doesn't exist due to cost reasons, and the outcome is really poor and expensive. Someone is going to do what Slack did to chat, and make a ticketing system that people actually want to use rather than email, because they think it makes their work easier.
-- ++ytti
participants (15)
-
Adam Brenner -
Anne P. Mitchell, Esq. -
Cameron Sharp -
Elmar K. Bins -
Forrest Christian (List Account) -
Gavin Henry -
Jean Franco -
John Stitt -
Jörg Kost -
Michael Spears -
Pascal Masha -
Rubens Kuhl -
Saku Ytti -
Stefan Bethke -
Treml, Johannes