Trouble Ticket Systems
What is Trouble Ticket System? Trouble Ticket System lets users submit service requests (which describe problems and request solutions), which administrators respond to. Recommended Trouble Ticket System? 1- SysAid (Windows platform). 2- Webcall (Linix platform)
SysAid System
SysAid centralizes IT management by concentrating all information – user data, service request history, and hardware/software inventory - into a single easy-to-use web interface. System requirements: • For installing the SysAid agent, so that SysAid can detect the computer, you need Windows 9x, NT, 2000, XP, 2003 or Linux • For administration and submitting service requests by end users, you need only a web browser compatible with IE 5 or Netscape 6 or Mozilla 1.
Databases used: • SysAid can use one of the following databases: Oracle, Microsoft SQL Server, IBM DB2, FireBird, and MySQL. The free version supports only FireBird databases (http://firebird.sourceforge.net). The database is located in the following path: ...\SysAidServer\firebird\SYSAID.GDB. You can use any database administration tool (for example, aquafold.com) to access the database. Work with firewalls: • By default, SysAid listens on port 80. Hence, firewall should be configured to keep port 80 open. Thus, you'll be able to connect to SysAid from outside local network
Connection with the Active Directory or other LDAP servers • In the full version, SysAid can connect to the Active Directory (or another LDAP server) and import all users. Users will be able to log into SysAid using their usual username and password; the authentica-tion occurs in the Active Directory. Service requests via email • You need to create a special email account for the help desk, e.g., helpdesk@ccse.kfupm.edu.sa. Then go to Preferences -> Help Desk Settings, and fill in all the email integration settings.
Search capabilities Archives the resolved tasks and provides search capabilities in the knowledgebase and service requests.
Deployment of end-user modules in the network
There are three ways to deploy end-user modules: A. Automatic deployment with the deployment tool (for Windows NT, Windows 2000, and Windows XP computers). B. Automatic deployment with a login script. C. Manual installation.
Notifications • SysAid sends various, automatic notifications (for example, on new, modified, or escalated service requests). Administrators can change the content of these notifications, control their destination, and choose their form (Email, SMS, or instant message). Helpdesk categories • Administrators can create their own help desk categories (such as "hardware", "software", etc.), sub categories (such as "Word" or "Outlook"), and third level categories.
• Helpdesk statuses Administrators can create their own help desk statuses, such as "Urgent", "Normal", or "Low". • Locations Administrators can list various locations of assets, such as "Students Labs", “2nd Floor", etc. The list will appear across the system, allowing administrators to search or list assets by their location. • Escalation rules Administrators can create various escala-tion rules, based on various parameters.
• Priorities/Urgencies Administrators can create their own lists of priorities (determined by the system based on predefined rules) and urgencies (which the end user chooses when submitting the service request). • End user screens Administrators can control the screens end users see. The system Allows users to submit and track requests, and enables users to select the category of the request Self service facility which allows users to view common problems and their solutions. • Analyzer tool You view various reports on service requests, service quality, the hardware and software of computers, etc.
Administrators can modify various help desk settings, such as: • Whether to email the responsible administrator when the service request changes. • The default priority. • Sending a notification to a certain administrator about service requests above a certain priority. • Whether to notify the end user when his service request changes. • Whether to enable third-level categories. • Rules for automatically determining service requests' priority. • Rules for automatically determining service requests' due date.
• End User Interface
• Service request
• Administrator login screen
• Administrator web interface
• Asset inventory
• Asset properties
• Service Request List
Service Request general details
Service Request description
Service request solution notes
Search knowledgebase and service requests
-The FREE SysAid package has two administrators - The commercial SysAid's basic package includes three administrators, 120 end users, 120 assets. This basic package costs $399 (USD). Each additional administrator costs $149 (USD). Each ten additional end users cost $24 (USD). Each ten additional assets cost $18 (USD). The task & project module costs $185 (USD). - I sent them email, and I got this offer: You ordered 10 administrators, 200 end users, 200 assets, and the task & project module. Thus, your final price is $1963 (USD).
Webcall System
• WebCall is a FREE Ticket Tracking System for Linux running on mySQL • WebCall Requirements 1) Linux Server (Redhat, Mandrake, SuSe) 2) Running copy of mySQL 3) Working copy of Perl 5 (including PERL DBI and DBD modules. 4) Apache WebServer or any Linux WebServer should work 5) WebServer Support of .cgi files 6) Understanding of Databases/mySQL would be helpful 7) Understanding of Apache/CGI
Features
1) Easy and low maintenance once setup 2) Modules - Opening Tickets, Viewing Tickets, Modifying Tickets, Administration. 3) Separate User Configuration and security control. 4) Separate User Logins with security level control. 5) System Logging (Logs a entry when Opening or Modifying Tickets). 6) Automated System for resetting users passwords, emails user password if lost.
7) Flexible Configuration for different Departments
8) Separate Tables, a separate table in the Database for each department
9) Group Control for the different departments 10) Dynamic Topic Lists (The topic list will change according to the department you select, allowing multiple lists of topics on the same screen when opening a ticket)
• Login Screen