Mailing List Archive

>
> In my CIX work I have identified the need to provide a public domain or
> otherwise freely redistributable work ticketing system. Since many of the
> people using this will be ISPs, I thought I would ask this group for any
> recommendations that people may have on this,
>
> I hope this message isn't to far afield of what the list is for.
>
> Please send all responses/flames just to me.
>
Is there a real problem with the NearNet TT system that
Dan Long wrote?

--
--bill

> >
> > In my CIX work I have identified the need to provide a public domain or
> > otherwise freely redistributable work ticketing system. Since many of the
> > people using this will be ISPs, I thought I would ask this group for any
> > recommendations that people may have on this,
> >
> > I hope this message isn't to far afield of what the list is for.
> >
> > Please send all responses/flames just to me.
> >
> Is there a real problem with the NearNet TT system that
> Dan Long wrote?

Dan's set of forms is really nice, but it needs Informix to run.
Informix is a comercial product that isn't freely redistributable.

Erik

The request was to reply to you directly, but I'm CCing the
list, because it would be hard to find a better forum for this
question. (Anything but IP address allocation polcies...)

I'll testify to the need, but will tell you, that I don't believe
such as beast exists. A couple of ticketing systems exists
and have been mentioned. The ones I've looked at including
gnats and others, were nearly useless for my company as an ISP,
much less as a more general solution for ISPs in general.

Unfortunately a number of the key issues, with respect
to a Internet wide trouble management system, are unsolved,
except in limited fashions withs respect to academic work or
in restricted enviroments, i.e. corporate.

The software we use in house is not ready for public consumption
Some of our general requirements that are going into our system
are:
Open Standards: Should not require any specific database system.
Integrate into existing work environment:
provide email and WWW interface into system.
Provide several different levels of authentication for
creation, assignmnet, updatings, and closing of issues.

The issues we are looking at, but not requiring for or system
include:
provide for ticket creation by other NOCs
automation tools for diagnostics

For some of us at least, it would be really handy to have
detailed and specific trouble information passed in a common
format, such that both NOCs don't have to duplicate the effort.

I would be very interested in discussing any existing or proposed
systems either in email or at NANOG.

>In my CIX work I have identified the need to provide a public domain or
>otherwise freely redistributable work ticketing system. Since many of the
>people using this will be ISPs, I thought I would ask this group for any
>recommendations that people may have on this,
>
>I hope this message isn't to far afield of what the list is for.
>
>Please send all responses/flames just to me.
>
>Thanks,
>Jerry
>


--
Jeremy Porter, Freeside Communications, Inc. jerry@fc.net
PO BOX 80315 Austin, Tx 78708 | 1-800-968-8750 | 512-339-6094
http://www.fc.net

I have looked at a Problem/Ticket Tracking database with an integrated
suite of tools that seems to hold some promise. It's Tower Concept's
Razor Suite. You can get more info from:

http://www.tower.com/index_razor.html

From the page:

"The issues program could be considered the heart of the Razor package.
It's a highly configurable problem tracking system, wherein locally
defined problem forms present themselves on screen as X Windows,
employing text fields, text windows, check boxes, choices, etc, for
whatever information is important to your work."

The last time I checked there was a demo version available.

Regards,

Barry
Senior Internet Engineer
Mikrotec Internet Services, Inc.

Jerry Scharf has written:
> In my CIX work I have identified the need to provide a public domain or
> otherwise freely redistributable work ticketing system. Since many of the
> people using this will be ISPs, I thought I would ask this group for any
> recommendations that people may have on this,
>
> I hope this message isn't to far afield of what the list is for.

One nice package I've come across is called Req. Here is part of the
intro blurb:

----------------------------------------------------------------
Req - An email-based request tracking system

Overview
========
Req is a tracking system based around this paradigm: people with problems
or questions send requests via email to a group responsible for dealing
with those issues. Those requests are assigned numbers that can be
tracked and managed in various ways. The group handling the requests
needs to have access to a UNIX computer or network.

Req was designed for a systems administration group but could be applied
to other groups as well.
[...]
Feedback
========
If you have any comments or questions, please send them to:
req@ccs.neu.edu
----------------------------------------------------------------




--
Bob Kupiec (N3MML) Phone: 1-609-897-7300 GES, Inc. (JvNCnet)
Systems Engineering Fax : 1-609-897-7310 3 Independence Way
Email: kupiec@jvnc.net http://www.jvnc.net/~kupiec Princeton, NJ 08540