This looks excellent...for Nasa, Fedora and other named users. But for smallish opensource groups who would use such software, the hardware specs look staggering. I mean, you need a dedicated server for an app that runs on shared LAMP hosting?
This is definitely something enterprizey.
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Installed it numerous times. Pegged it to backend ldap....plugins with change management...etc etc. You can run it just fine on relatively modest hardware and serve quite a few users. You don't have to run it on a dedicated server...but you will need to have some minimal amount of skill with apache and mysql.
The agents will have a bit of a learning curve. The "customers" have a very simple interface.
The agents will have a bit of a learning curve. The "customers" have a very simple interface.
I implemented this system for my tech support organization. Its awesome!, but the lack of documentation turns the installation and configuration process into an absolute nightmare.
If the OTRS organization invests time in producing good documentation this can change easily, gaining more users. I can totally see how many have tried to install it and gave up on it. I was about to do the same... but being as stubborn as a mule... I kept at it and eventually ended up with a working system. Now I don't see myself using anything else.
Users on the other hand have a very relaxed experience. To them its like sending an email so the learning curve its very short.
Undertaking the setup of OTRS its not for the weak of hearth. But totally worth it at the end.
If the OTRS organization invests time in producing good documentation this can change easily, gaining more users. I can totally see how many have tried to install it and gave up on it. I was about to do the same... but being as stubborn as a mule... I kept at it and eventually ended up with a working system. Now I don't see myself using anything else.
Users on the other hand have a very relaxed experience. To them its like sending an email so the learning curve its very short.
Undertaking the setup of OTRS its not for the weak of hearth. But totally worth it at the end.
I think it would be great if I could simply download an appliance and import it into my VMware environment and be up and running.
Mr Wallen shows how to install a version of OTRS 2.4; I think because he uses Ubuntu 10.04 which ships this old version.
November 2010 we released OTRS 3.0 which has a completely reworked UI and this February we released OTRS 3.1 with new web service support and lots of other goodies.
If you want to try out a current version of OTRS please try the demo system on the OTRS.com web site and/or install your own - but please do not use the old version bundled in Ubuntu 10.04.
November 2010 we released OTRS 3.0 which has a completely reworked UI and this February we released OTRS 3.1 with new web service support and lots of other goodies.
If you want to try out a current version of OTRS please try the demo system on the OTRS.com web site and/or install your own - but please do not use the old version bundled in Ubuntu 10.04.
Hey guys, speaking of 'free' HelpDesk solutions, has anyone tried using the Spiceworks platform; I signed up recently and set it all up. It provides a ticket system you can link with your own hosted emmail and website, plus has a community backend to refer and confer with. From this point it looks quite sweet for small operations, one man IT support businesses and webdesign freelancers. I often think Techrepublic should set somethng similar up. Cheers
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