[unisog] Off topic: What help desk software do you use?

[Getchell, Adam]

We use OTRS [1] running on OpenBSD.

The latest version is 2.3.2 released 8/25/08, and there is a beta for a
version optimized for security reporting.

[1] http://otrs.org/

**************
* Adam Getchell, M.S.
* Director of Information Technology
* College of Agricultural & Environmental Sciences, UC Davis
* acgetchell at ucdavis.edu (530)752-8008
**************
"Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu



-----Original Message-----
From: unisog-bounces at lists.dshield.org
[mailto:unisog-bounces at lists.dshield.org] On Behalf Of Rick Hayter
Sent: Friday, September 26, 2008 7:27 AM
To: UNIversity Security Operations Group
Subject: [unisog] Off topic: What help desk software do you use?

Sorry to get off subject here, but we're looking into deploying a
centralized help desk operation and wondered what software others were
using.

We're a small, private University (about 3200 students, 400 fac/staff)
so don't necessarily want some extravagant "Enterprise" solution. At the
same time, we need to be able to do all the basics - create incidents,
have them worked by various IT staff, and, in the process, build an
easily searchable knowledge base from which to draw on in the future. I,
personally, would consider Open Source, but I'm not sure how that will
fly with others...

Any insight you can provide about pros and cons, ease of use,
functionality, etc. would be much appreciated!
--
Rick Hayter, Dir. Admin. Computing, University of Dallas
1845 E. Northgate, Irving, TX 75062, 972-721-5227
<public key: rhayter at acm.org at pgp.mit.edu>

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