Ticketing for Network Engineers

vinbuck

This may a bit off topic but I really wanted the opinions of the CCNPs and CCIEs on this issue...

What do you guys use for ticketing to track network issues? Been looking at some open source stuff like OTRS. Any thoughts?

Ryan82

Remedy. Its okay, but every place I have used a ticketing system uses it so I don't have anything to compare it to.

Forsaken_GA

I'm currently forced to use RT

I much prefer OTRS

phantasm

All I've ever used over 2 telco's and my current gig is Remedy. One job used an in shop access database but that was it.

Forsaken_GA

I've never actually used Remedy, but we have a whole lot of guys that support it (we acquired a company that already had it, and integration has not happened yet) I've come to the conclusion that anything that uses Oracle as a backend is a huge pain in the rear.

vinbuck

Forsaken_GA wrote: »

I'm currently forced to use RT

I much prefer OTRS

I'm looking at OTRS right now and it looks pretty flexible. OsTicket looks great visually but I don't know how it compares to OTRS. I just built up a Fedora 14-64 bit guest in VirtualBox to test different platforms so we will see. It would be great to be able to integrate it into network monitoring for automatic creation of tickets.

Cucumber

Remedy
Service Center (Digital WorkFLow)

Netwurk

At work, I've used custom apps (mostly html based), remedy, and some others.

We ticket everything twice nowadays as they want to encourage teamwork (in other words you link two or more tickets). But with some of the old mainframe stuff, I'm the only one left who knows how to do it so I wind up creating 2 tickets (in two different systems) and then linking then. Fun stuff.

Not.

sides14

Remedy.

BroadcastStorm

We don't have a ticketing system in place, I implemented a Network Change Control, the template have existing config and new config, just to cover myself if anything goes wrong.

ConstantlyLearning

LANDesk.

stuh84

We use Remedy. Theres a lot of people who've written scripts and programs which interface directly with Remedy to pull information out of it (to create change control calendars, or to find every device in a certain region, and go and find out the ports up, down and admin'd down on the devices) so it can be extended with the right technical know how.

However, it is bloated to all hell, and I'm sure a lot of the kludges used to extend its functionality would be much easier with other methods.

miller811

Remedy where I work

lordy

So far I have been working with...

RT - it's OK, nothing fancy
Remedy - Hate it. Slow, bloated, Unusable Web-UI
OTRS - Quite nice, my choice anytime
Atlassian Jira - It's OK, a little complex but pretty flexible

down77

For my current job no ticketing system is required... benefits of consulting! Previously I have used the following systems:

Remedy - Love it!
Heat/BPAM - Not horrible
Track-it! - Simple and to the point
Footprints - blah
eGroupware TTS - Free is always good
Dynamix CRM - yes, I had a place require us to use this as a TICKET system, ugh!

aquilla

I have used Remedy (only because one of our partner companies uses it).

In house we use Richmond (Help Desk Software | ITIL Service Desk | Call Logging Software from Richmond Systems).

gaby_978

When I started working in my current job we were using BMC but a few weeks ago we switch to Connectwise which keeps track on time spent on each ticket.

Forsaken_GA

One job I worked back in my help desk days used this horrible ticketing system by Intuit. Can't remember it's name. But one day someone screwed up the database. And the backups. (I think he screwed the database up doing the backup). And we had no tickets.

Problem was, we were an outsourced help desk, so we billed based on tickets. No tickets, no billing.

So we had to print out the email copies of the tickets that got sent out to all of the customers for that month, and reenter all of them into the system. Horrible, horrible, experience, and I left the company shortly thereafter.

I also remember that horrible PeopleSoft Vantive product.... never again. My experiences with these ticketing systems has actually lead me to ask as one of the questions during an interview 'what ticketing system do you use?'