A Ticket Tracking Tool??

ajeetraina · 05-14-2008, 07:33 AM

DOes anyone know about any PHP based free Ticket Tracking TOol which has SLA kindda stuff??

acid_kewpie · 05-14-2008, 07:41 AM

well i've not used it TBH, but rt is generally seen as the front runner.

i_nomad · 05-14-2008, 07:45 AM

Look into OTRS (otrs.org)

Regards

ajeetraina · 05-15-2008, 12:56 AM

I donno perl, nomad.I have already tasted it before.I think the Report Generation is not present.if i can have report plugin or other stuffs to be added,I would be happy to make it to implement.
Anyone still there...who can provide Freeware Helpdesk with SLA Timing like the commercial Exdesk or SysAID..

acid_kewpie · 05-15-2008, 04:39 AM

how can perl lack report generation??

ajeetraina · 05-15-2008, 06:52 AM

Ya...I too Wonder But its TRUE..You can try with its Flavour of Ticket Tracking...
Pls Advise

farslayer · 05-15-2008, 07:37 AM

OTRS has some reporting.. after seeing this post I installed OTRS yesterday (Much easier than getting rt setup I might add)

This morning at Login I was immediately greeted by some automated reports.

Code:

Stat#  /   	Title  /   	                	Description
10001 	Changes of status in a monthly overview    Monthly overview, which reports status changes per day of a selected month.
10002 	New Tickets 	 	                   Total number of new tickets per day and queue which have been created during the last month.
10003 	Overview about all tickets in the system   Current state of all tickets in the system without time restrictions.

OTRS does have SLA timing you can configure.

Code:

SLA:  	
Service: 	
Calendar: 	
First Response Time (minutes): 	0 = no escalation - 24 hours = 1440 minutes
Update Time (minutes): 	0 = no escalation - 24 hours = 1440 minutes
Solution Time (minutes): 	0 = no escalation - 24 hours = 1440 minutes
Valid: 	
Comment:

if OTRS doesn't do it for, you give RT (Request Tracker) a shot.

ajeetraina · 05-16-2008, 05:10 AM

OTRS is pure Perl Script which I am not comfortable with.Therefore,I was searching for an tool in PHP which I can easily add or modify.I tried installing "HelpCORE" but cant set timing to office hours.