Popular trouble ticket management system for IP NOC
Hi nanog, Have any idea of the current popular trouble ticket system for the NOC ? The system used to accept, dispatch, close, store and search trouble ticket or customer case ? It's pretty much a NOC work flow system, but more focused on IP NOC. So what's the popular one ? How about HP help desk, or CA ? Any other ? thanks for any input. Yu Ning ______________________________________ (Mr.) Yu Ning, Vice Director Networking & Engineering Dep. North Telecom BU, China Telecom Beijing, P.R.China +86-10-66501239 Personal Page-> http://navidog.126.com ______________________________________
Hi Yu,
Hi nanog,
Have any idea of the current popular trouble ticket system for the NOC ? The system used to accept, dispatch, close, store and search trouble ticket or customer case ? It's pretty much a NOC work flow system, but more focused on IP NOC.
So what's the popular one ? How about HP help desk, or CA ? Any other ?
Maybe URL: http://www.hotscripts.com/PHP/Scripts_and_Programs/Customer_Support/ would be of interest to you. mh
thanks for any input.
Yu Ning ______________________________________
(Mr.) Yu Ning, Vice Director Networking & Engineering Dep. North Telecom BU, China Telecom Beijing, P.R.China +86-10-66501239 Personal Page-> http://navidog.126.com ______________________________________
On Thu, 19 Sep 2002, Yu Ning wrote: :: Have any idea of the current popular trouble ticket system for the NOC ? :: The system used to accept, dispatch, close, store and search trouble :: ticket or customer case ? It's pretty much a NOC work flow system, :: but more focused on IP NOC. :: Definitely check the archives, this comes up often: http://www.merit.edu/mail.archives/nanog/ I've seen everything from $100 pc's running RT to multimillion dollar distributed remedy installs used successfully. I personally use RT 1.0, and like it. RT is available at: http://www.bestpractical.com -jba __ [jba@analogue.net] :: analogue.networks.nyc :: http://analogue.net
Hi all, Thanks for all your kindly reply. I'm currently evaluating HP Service Desk, and CA Unicenter service desk. Remedy seems have no Chinese contact. RT seems too non-commercial :-) thanks! Yu Ning |-----Original Message----- |From: owner-nanog@merit.edu [mailto:owner-nanog@merit.edu] On |Behalf Of jeffrey.arnold |Sent: Thursday, September 19, 2002 3:19 PM |To: Yu Ning |Cc: nanog@merit.edu |Subject: Re: Popular trouble ticket management system for IP NOC | | | |On Thu, 19 Sep 2002, Yu Ning wrote: | |:: Have any idea of the current popular trouble ticket system |for the NOC ? |:: The system used to accept, dispatch, close, store and search trouble |:: ticket or customer case ? It's pretty much a NOC work flow system, |:: but more focused on IP NOC. |:: | |Definitely check the archives, this comes up often: | |http://www.merit.edu/mail.archives/nanog/ | |I've seen everything from $100 pc's running RT to multimillion |dollar distributed remedy installs used successfully. I |personally use RT 1.0, and like it. RT is available at: |http://www.bestpractical.com | |-jba |__ | [jba@analogue.net] :: |analogue.networks.nyc :: http://analogue.net |
The irony of this is that a software package is being rejected by a branch of a marxist government, because it is TOO commercial. You've got to love that. - Daniel Golding On Tue, 24 Sep 2002, Yu Ning wrote:
Hi all,
Thanks for all your kindly reply. I'm currently evaluating HP Service Desk, and CA Unicenter service desk. Remedy seems have no Chinese contact. RT seems too non-commercial :-)
thanks!
Yu Ning
|-----Original Message----- |From: owner-nanog@merit.edu [mailto:owner-nanog@merit.edu] On |Behalf Of jeffrey.arnold |Sent: Thursday, September 19, 2002 3:19 PM |To: Yu Ning |Cc: nanog@merit.edu |Subject: Re: Popular trouble ticket management system for IP NOC | | | |On Thu, 19 Sep 2002, Yu Ning wrote: | |:: Have any idea of the current popular trouble ticket system |for the NOC ? |:: The system used to accept, dispatch, close, store and search trouble |:: ticket or customer case ? It's pretty much a NOC work flow system, |:: but more focused on IP NOC. |:: | |Definitely check the archives, this comes up often: | |http://www.merit.edu/mail.archives/nanog/ | |I've seen everything from $100 pc's running RT to multimillion |dollar distributed remedy installs used successfully. I |personally use RT 1.0, and like it. RT is available at: |http://www.bestpractical.com | |-jba |__ | [jba@analogue.net] :: |analogue.networks.nyc :: http://analogue.net |
On Tue, Sep 24, 2002 at 09:37:39AM +0800, Yu Ning wrote:
Hi all,
Thanks for all your kindly reply. I'm currently evaluating HP Service Desk, and CA Unicenter service desk. Remedy seems have no Chinese contact. RT seems too non-commercial :-)
I suspect Best Practical Solutions (the RT developers) would be happy to take your money for a support contract (They're at http://bestpractical.com/ ). I think if you drop them a note you'd be suprised how many large organizations are using RT.... -j
participants (5)
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dgold -
Jeff Wasilko -
jeffrey.arnold -
Michael Hallgren -
Yu Ning