Trouble Ticket System

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#1 Tue, 06/24/2008 - 15:58

Trouble Ticket System

So, I'm wondering what people are using for a trouble ticket system, if anything?

I don't host a lot of people - mostly friends and famliy - but I want a more centralized location for people to report issues, upgrade requests, questions, etc.

I'm looking at either using ORTS or Flyspray. I installed PHP Support Tickets from the Install Scripts page to work with, but decided that it wasn't really intuitive enough for what I am looking for.

I'm open to other suggestions, however.

Tue, 06/24/2008 - 16:16
Joe's picture

We're obviously using Flyspray, and it works OK. The code is pretty clean, but customizing it is still difficult--it's hard to make stuff disappear from the UI, as it is too complicated, by default. OTRS, to me, is even worse on the complexity front. It's quite intimidating to use.

I've recently developed a fondness for RT lately, though I haven't found a place to use it yet. Its email handling is absolutely top-notch (while Flyspray only does email notifications, without an additional tool...I've read that there is a Perl script to inject issues via email, but I haven't tried it). We don't have an installer for it (yet) though. It's dependency chain is a little bit long, so it'll probably take a little while to get into the Install Scripts interface. Particularly since none of our customers are using it...I just happen to think it works pretty nicely.

I'd also like to hear what other folks are using and how they like it. We've got to do something about our inability to open and manage tickets via email. I somehow thought we could train users to only use the web interface, but I've begun getting lots of replies to the notification emails, which takes the remaining interactions out of the ticket system, and makes it much more difficult to support the customer. So, I think I'm now on the side of "ticket trackers must work well with email".


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Wed, 06/25/2008 - 00:04 (Reply to #2)
ronald's picture

when small and simpel I use eTicket. It's very easy to use and sufficient when only having a few customers and admins.

I also like "crafty syntax live help" very much as it can do so much more and has a chat function if you like.
It's design is really old fashioned so you will want to change that first lol

Wed, 06/25/2008 - 04:53 (Reply to #3)

Same here -- I use eTicket.

Wed, 07/02/2008 - 18:40

I see that there's a new version of eTicket out - 1.7, will the installer be upgraded with the new release of Virtualmin?

Wed, 07/02/2008 - 19:20 (Reply to #5)

Hi Tauvix,

My recommendation would be to put a "bug" in to that effect, that'd be the easiest way for them to track that:

Of note is that the new version has a different license, so they'll need to verify that the new distribution terms don't effect their ability to include it in Virtualmin.

Wed, 07/02/2008 - 22:13 (Reply to #6)
Joe's picture

<div class='quote'>Of note is that the new version has a different license, so they'll need to verify that the new distribution terms don't effect their ability to include it in Virtualmin.</div>

We don't actually distribute most of the scripts we support--they are downloaded at the time of installation, and we don't touch the source except to configure it. But, if it's not Open Source, we generally won't provide an installer for something, unless we're working directly with the copyright holder (e.g. they want us to offer an installer for their app).


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Wed, 07/02/2008 - 22:24 (Reply to #7)
Joe's picture

Oh, yeah, as Eric mentioned: For script updates file a ticket. Jamie has a script that notifies him of new versions, but sometimes things change on the website (or the site doesn't provide a reliable means of detecting new releases), and so a reminder is good.


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Tue, 09/01/2009 - 02:58


We want to extend the lisence ;Serial number NNN and Lisence Key YYYYYY.

We are trying to pay with our credit card but Virtualmin Unlimited Annual Renewal returns an error.

What should we do?

Please let me know,asap.


Best Regards..

Tue, 09/01/2009 - 08:39 (Reply to #9)


What I would do is file an Issue Report, using the "Support" link above.

With that, Joe and Jamie will be able to dig around and figure out what is going on.

Make sure you mention what the error is that you're seeing as well, that'll help in figuring out what's not working properly.



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