[Micronet] Need recommendation for replacing TRAC Help-Desk Ticketing system

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[Micronet] Need recommendation for replacing TRAC Help-Desk Ticketing system

Benjamin Darmoni
Dear Micronet users,

We need your help in recommending a Help Desk  /ticketing system for the Graduate Division.
We are looking for a good Open Source or inexpensive program.
We have about 100 users and we would like to have the following features.
  • Web interface
  • Could be integrated with LDAP is a plus
  • easy-to-Manage system
  • Enter issues quickly and accept requests via email
  • Email communication with users
  • multiple incidents to facilitate efficient problem resolution.
  • Self Service / access to help desk resources / Knowledge Base
  • Good reporting system / history by asset /issue / user
  • Hardware and Software inventory is a plus
  • Easy to sort tickets
Thanks,

Benjamin.

Benjamin Darmoni. Phone (510) 643-3106
Graduate Division
421 Sproul Hall
UCB, Berkeley, CA 94720


 
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Re: [Micronet] [Micro net] Need recommendation for replacing TRAC Help-Desk Ticketing system

Lucy Greco-2

Isn’t this an example of why the campus needs centralized it. And a good reason for OE. I can’t understand why everyone needs a different help desk. And why we don’t have something like footprints campus wide licensing. So that if a department does need its own help desk we already have the answer. I am not saying foot prints is the answer but if we own it why not all use it

 

Lucy Greco

Assistive Technology Specialist

Disabled Student's Program UC Berkeley

(510) 643-7591

http://attlc.berkeley.edu

http://webaccess.berkeley.edu

 

From: [hidden email] [mailto:[hidden email]] On Behalf Of Benjamin Darmoni
Sent: Thursday, July 22, 2010 10:21 AM
To: [hidden email]
Subject: [Micronet] Need recommendation for replacing TRAC Help-Desk Ticketing system

 

Dear Micronet users,

We need your help in recommending a Help Desk  /ticketing system for the Graduate Division.
We are looking for a good Open Source or inexpensive program.
We have about 100 users and we would like to have the following features.

  • Web interface
  • Could be integrated with LDAP is a plus
  • easy-to-Manage system
  • Enter issues quickly and accept requests via email
  • Email communication with users
  • multiple incidents to facilitate efficient problem resolution.
  • Self Service / access to help desk resources / Knowledge Base
  • Good reporting system / history by asset /issue / user
  • Hardware and Software inventory is a plus
  • Easy to sort tickets

Thanks,

Benjamin.

Benjamin Darmoni. Phone (510) 643-3106
Graduate Division
421 Sproul Hall
UCB, Berkeley, CA 94720


 
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Re: [Micronet] Need recommendation for replacing TRAC Help-Desk Ticketing system

Aron Roberts
In reply to this post by Benjamin Darmoni
Re: [Micronet] Need recommendation for replacing TRAC Hel
  In response to Benjamin Darmoni's query about an issue tracking (aka ticketing) system for the Grad Division, and Lucy Greco's excellent follow-up comment:

  In this article

  "IST's FootPrints implementation progress update"
  http://inews.berkeley.edu/articles/Jan-Feb2010/footprints

Harold Pakulat wrote:
At this time, we invite non-IST campus customers to participate in our FootPrints environment. We can accommodate additional non-IST FootPrints projects with low volume ticketing needs (about 200 tickets per month) at no charge. We ask customers with more substantial ticketing requirements to join us in a campus ticketing consortium where resource responsibility would be shared.

  If that's still current - the consortium proposal was mentioned as being under consideration during Spring 2010 - it might be worth following up on that suggestion.  Harold's email address appears at the end of that article.

Best,

Aron Roberts
Information Services and Technology

At 19:11 +0000 2010-07-22, Lucy Greco wrote:
Content-Language: en-US
Content-Type: multipart/alternative;
     boundary="_000_0E7E5680F453FB4DB01DF29AC477580203B597SN1PRD0202MB036na_"
Isn't this an example of why the campus needs centralized it. And a good reason for OE. I can't understand why everyone needs a different help desk. And why we don't have something like footprints campus wide licensing. So that if a department does need its own help desk we already have the answer. I am not saying foot prints is the answer but if we own it why not all use it
 
Lucy Greco
Assistive Technology Specialist
Disabled Student's Program UC Berkeley
(510) 643-7591
http://attlc.berkeley.edu
http://webaccess.berkeley.edu
 
From: [hidden email] [mailto:[hidden email]] On Behalf Of Benjamin Darmoni
Sent: Thursday, July 22, 2010 10:21 AM
To: [hidden email]
Subject: [Micronet] Need recommendation for replacing TRAC Help-Desk Ticketing system
 
Dear Micronet users,

We need your help in recommending a Help Desk  /ticketing system for the Graduate Division.
We are looking for a good Open Source or inexpensive program.
We have about 100 users and we would like to have the following features.
  • Web interface
  • Could be integrated with LDAP is a plus
  • easy-to-Manage system
  • Enter issues quickly and accept requests via email
  • Email communication with users
  • multiple incidents to facilitate efficient problem resolution.
  • Self Service / access to help desk resources / Knowledge Base
  • Good reporting system / history by asset /issue / user
  • Hardware and Software inventory is a plus
  • Easy to sort tickets
Thanks,

Benjamin.
Benjamin Darmoni. Phone (510) 643-3106
Graduate Division
421 Sproul Hall
UCB, Berkeley, CA 94720

 
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http://micronet.berkeley.edu

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Messages you send to this mailing list are public and world-viewable, and the list's archives can be browsed and searched on the Internet.  This means these messages can be viewed by (among others) your bosses, prospective employers, and people who have known you in the past.
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Re: [Micronet] Need recommendation for replacing TRAC Help-Desk Ticketing system

Anthony Roybal
<base href="x-msg://154/">
Benjamin,

We would be happy to meet with you to discuss your ticketing needs. You can contact me or Harold to set up a meeting.

Regards,
Tony Roybal
IST Service Desk

Yes, we are still open for business. 
On Jul 22, 2010, at 12:22 PM, Aron Roberts wrote:

  In response to Benjamin Darmoni's query about an issue tracking (aka ticketing) system for the Grad Division, and Lucy Greco's excellent follow-up comment:

  In this article

  "IST's FootPrints implementation progress update"

Harold Pakulat wrote:
At this time, we invite non-IST campus customers to participate in our FootPrints environment. We can accommodate additional non-IST FootPrints projects with low volume ticketing needs (about 200 tickets per month) at no charge. We ask customers with more substantial ticketing requirements to join us in a campus ticketing consortium where resource responsibility would be shared.

  If that's still current - the consortium proposal was mentioned as being under consideration during Spring 2010 - it might be worth following up on that suggestion.  Harold's email address appears at the end of that article.

Best,

Aron Roberts
Information Services and Technology

At 19:11 +0000 2010-07-22, Lucy Greco wrote:
Content-Language: en-US
Content-Type: multipart/alternative;
     boundary="_000_0E7E5680F453FB4DB01DF29AC477580203B597SN1PRD0202MB036na_"
Isn't this an example of why the campus needs centralized it. And a good reason for OE. I can't understand why everyone needs a different help desk. And why we don't have something like footprints campus wide licensing. So that if a department does need its own help desk we already have the answer. I am not saying foot prints is the answer but if we own it why not all use it
 
Lucy Greco
Assistive Technology Specialist
Disabled Student's Program UC Berkeley
(510) 643-7591
http://attlc.berkeley.edu
http://webaccess.berkeley.edu
 
From: [hidden email] [mailto:[hidden email]] On Behalf Of Benjamin Darmoni
Sent: Thursday, July 22, 2010 10:21 AM
To: [hidden email]
Subject: [Micronet] Need recommendation for replacing TRAC Help-Desk Ticketing system
 
Dear Micronet users,

We need your help in recommending a Help Desk  /ticketing system for the Graduate Division.
We are looking for a good Open Source or inexpensive program.
We have about 100 users and we would like to have the following features.
  • Web interface
  • Could be integrated with LDAP is a plus
  • easy-to-Manage system
  • Enter issues quickly and accept requests via email
  • Email communication with users
  • multiple incidents to facilitate efficient problem resolution.
  • Self Service / access to help desk resources / Knowledge Base
  • Good reporting system / history by asset /issue / user
  • Hardware and Software inventory is a plus
  • Easy to sort tickets
Thanks,

Benjamin.
Benjamin Darmoni. Phone (510) 643-3106
Graduate Division
421 Sproul Hall
UCB, Berkeley, CA 94720

 
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To learn more about Micronet, including how to subscribe to or unsubscribe from its mailing list and how to find out about upcoming meetings, please visit the Micronet Web site:

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Messages you send to this mailing list are public and world-viewable, and the list's archives can be browsed and searched on the Internet.  This means these messages can be viewed by (among others) your bosses, prospective employers, and people who have known you in the past.


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To learn more about Micronet, including how to subscribe to or unsubscribe from its mailing list and how to find out about upcoming meetings, please visit the Micronet Web site:

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Messages you send to this mailing list are public and world-viewable, and the list's archives can be browsed and searched on the Internet.  This means these messages can be viewed by (among others) your bosses, prospective employers, and people who have known you in the past.


 
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Messages you send to this mailing list are public and world-viewable, and the list's archives can be browsed and searched on the Internet.  This means these messages can be viewed by (among others) your bosses, prospective employers, and people who have known you in the past.
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Re: [Micronet] Need recommendation for replacing TRAC Help-Desk Ticketing system

Jon Forrest
In reply to this post by Benjamin Darmoni
On 7/22/2010 10:20 AM, Benjamin Darmoni wrote:
> Dear Micronet users,
>
> We need your help in recommending a Help Desk /ticketing system for the
> Graduate Division.

I'm a big fan of Request Tracker (http://bestpractical.com/rt/).
I've also heard good things about Redmine
(http://www.redmine.org/).

Cordially,
--
Jon Forrest
Research Computing Support
College of Chemistry
173 Tan Hall
University of California Berkeley
Berkeley, CA
94720-1460
510-643-1032
[hidden email]

 
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Re: [Micronet] Need recommendation for replacing TRAC Help-Desk Ticketing system

Harold Pakulat
In reply to this post by Aron Roberts
Just to update the information concerning FootPrints, the IST FootPrints
environment is still available to non-IST campus customers under the
general conditions described in the inews article referenced below:

http://inews.berkeley.edu/articles/Jan-Feb2010/footprints

Since announcing this service we've had a steady stream of new campus
customers for Footprints.  There's currently a waiting time of about 2 -
4 weeks to get new customers started, but this seems to be manageable
for most areas that have approached us.   After meeting with the
Footprints team to get further details and review their needs, the vast
majority of potential customers, probably 90% plus, decide to proceed
with FootPrints.  A noticeable amount of new referrals have come from
recent customers, so FootPrints appears to integrating fairly well
across a wide range of tracking needs.

Feel free to contact me for individual follow up.

Thanks,

Harold
________________________________
Harold Pakulat
Manager, IST Service Desk
University of California, Berkeley
510-725-2139



Aron Roberts wrote:

>   In response to Benjamin Darmoni's query about an issue tracking (aka
> ticketing) system for the Grad Division, and Lucy Greco's excellent
> follow-up comment:
>
>   In this article
>
>   "IST's FootPrints implementation progress update"
>   http://inews.berkeley.edu/articles/Jan-Feb2010/footprints
>
> Harold Pakulat wrote:
>> At this time, we invite non-IST campus customers to participate in
>> our FootPrints environment. We can accommodate additional non-IST
>> FootPrints projects with low volume ticketing needs (about 200
>> tickets per month) at no charge. We ask customers with more
>> substantial ticketing requirements to join us in a campus ticketing
>> consortium where resource responsibility would be shared.
>
>   If that's still current - the consortium proposal was mentioned as
> being under consideration during Spring 2010 - it might be worth
> following up on that suggestion.  Harold's email address appears at
> the end of that article.
>
> Best,
>
> Aron Roberts
> Information Services and Technology
>
> At 19:11 +0000 2010-07-22, Lucy Greco wrote:
>> Content-Language: en-US
>> Content-Type: multipart/alternative;
>>      
>> boundary="_000_0E7E5680F453FB4DB01DF29AC477580203B597SN1PRD0202MB036na_"
>> Isn't this an example of why the campus needs centralized it. And a
>> good reason for OE. I can't understand why everyone needs a different
>> help desk. And why we don't have something like footprints campus
>> wide licensing. So that if a department does need its own help desk
>> we already have the answer. I am not saying foot prints is the answer
>> but if we own it why not all use it
>>  
>> Lucy Greco
>> Assistive Technology Specialist
>> Disabled Student's Program UC Berkeley
>> (510) 643-7591
>> http://attlc.berkeley.edu
>> http://webaccess.berkeley.edu
>>  
>> *From:* [hidden email]
>> [mailto:[hidden email]]* On Behalf Of*
>> Benjamin Darmoni
>> *Sent:* Thursday, July 22, 2010 10:21 AM
>> *To:* [hidden email]
>> *Subject:* [Micronet] Need recommendation for replacing TRAC
>> Help-Desk Ticketing system
>>  
>> Dear Micronet users,
>>
>> We need your help in recommending a Help Desk  /ticketing system for
>> the Graduate Division.
>> We are looking for a good Open Source or inexpensive program.
>> We have about 100 users and we would like to have the following features.
>>
>>     * Web interface
>>     * Could be integrated with LDAP is a plus
>>     * easy-to-Manage system
>>     * Enter issues quickly and accept requests via email
>>     * Email communication with users
>>     * multiple incidents to facilitate efficient problem resolution.
>>     * Self Service / access to help desk resources / Knowledge Base
>>     * Good reporting system / history by asset /issue / user
>>     * Hardware and Software inventory is a plus
>>     * Easy to sort tickets
>>
>> Thanks,
>>
>> Benjamin.
>> Benjamin Darmoni. Phone (510) 643-3106
>> Graduate Division
>> 421 Sproul Hall
>> UCB, Berkeley, CA 94720
>>
>>  
>> -------------------------------------------------------------------------
>> The following was automatically added to this message by the list server:
>>
>> To learn more about Micronet, including how to subscribe to or
>> unsubscribe from its mailing list and how to find out about upcoming
>> meetings, please visit the Micronet Web site:
>>
>> http://micronet.berkeley.edu
>>
>> Messages you send to this mailing list are public and world-viewable,
>> and the list's archives can be browsed and searched on the Internet.  
>> This means these messages can be viewed by (among others) your
>> bosses, prospective employers, and people who have known you in the past.
>
> ------------------------------------------------------------------------
>
>  
> -------------------------------------------------------------------------
> The following was automatically added to this message by the list server:
>
> To learn more about Micronet, including how to subscribe to or unsubscribe from its mailing list and how to find out about upcoming meetings, please visit the Micronet Web site:
>
> http://micronet.berkeley.edu
>
> Messages you send to this mailing list are public and world-viewable, and the list's archives can be browsed and searched on the Internet.  This means these messages can be viewed by (among others) your bosses, prospective employers, and people who have known you in the past.
>  


 
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