[SATLUG] ticket-tracking and linux

David Kowis dkowis at shlrm.org
Tue Sep 7 13:27:37 CDT 2010


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> We need to be able to track the following for customer billing and
> tracking purposes:
> 
> client bandwidth usage
> billable hours for client setup and maintenance
> email, irc, and voip integration
> a client web portal for help desk support.
> 
> these are the four main features we are looking for.

I'm partial to Redmine. http://www.redmine.org/ I've set it up for a
couple projects now.

For collecting client bandwidth you'll need a different piece of
software, something like vnstat, if you've got a separate interface, or
can route it through some virtual interfaces. Billable hours can be
tracked within redmine, as you can associate hours with the task.
Redmine's tasks and workflows are easily customizeable. It's got a wiki,
forums, and document management which can be construed to be a client
web portal.

I don't know of any ticket tracking programs that deal with irc and voip
integration, however. You could probably get a web irc client and embed it.

There is also RT: http://bestpractical.com/rt/
It's a mass of perl though, and so I'm not a big fan of it. But, I
haven't ever used it either.

And there's bugzilla. We use it on our linux distro to reasonable
success. It can be customized and templated, but it's not terribly
simple, at least to me.

David
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