[sdw2003] ticketing systems

[Ryan Blakeslee]

I've reached out to my friends on this to see if they would be
interested! 

-----Original Message-----
From: sdw2003-bounces at mattware.com [mailto:sdw2003-bounces at mattware.com]
On Behalf Of SDtechguy
Sent: Saturday, May 10, 2008 5:57 PM
To: 'San Diego Windows 2003 User Group'
Subject: RE: [sdw2003] ticketing systems

Ryan,
Can we ask them to present in June? We should support locals. We're
talkin'
pizza, door prize and a couple hours.
http://www.sdw2003.org/site/SponsoraMeeting/tabid/58/Default.aspx June
19 GK

-----Original Message-----
From: sdw2003-bounces at mattware.com [mailto:sdw2003-bounces at mattware.com]
On Behalf Of Michael J McCafferty
Sent: Saturday, May 10, 2008 4:02 PM
To: sdw2003 at mattware.com
Subject: RE: [sdw2003] ticketing systems



I am intrigued... how much is it ? Ballpark is fine.

Quoting Ryan Blakeslee <RBlakeslee at Celergy.com>:

> I'm really good friends with some of the guys over there; I would be 
> more than happy to get you in touch with someone if you're interested.
> I agree, they do really really good work!
>
> -----Original Message-----
> From: sdw2003-bounces at mattware.com 
> [mailto:sdw2003-bounces at mattware.com]
> On Behalf Of Randy Krzyston
> Sent: Saturday, May 10, 2008 2:48 PM
> To: San Diego Windows 2003 User Group
> Subject: Re: [sdw2003] ticketing systems
>
> I' ve used Service-now in my past 3 companies. Its a GREAT program.
> check
> out service-now.com
>
> Plus they are bacsed her ein San Diego!!!!
>
> On Fri, May 9, 2008 at 7:52 PM, Michael J McCafferty < 
> mike at m5computersecurity.com> wrote:
>
>> What is everyone's favorite helpdesk/ticketing software ?
>>
>>        We have been using Cerberus for several years now. Been pretty

>> happy with it. But, I went to their hosted solution and it's not as 
>> reliable as it was when we had it on one of our servers.
>>        We did the hosting thing to get it off our network so it would

>> work if we were having network issues, and it was time to upgrade the

>> platform it was on anyway. It was easy to just upload the DB to them 
>> and have them care for, feed and support it. The new version doesn't 
>> do a few things we want/need, it has also missed some inbound 
>> messages
>
>> and gets slow sometimes. So, I am exploring what else it out there.
>>
>> Quick Wish List of features:
>>
>> - eMail-centric (opens tickets automatically from inbound email and 
>> updates customers via email, we can reply to tickets via email).
>>
>> - Web interface for customers/users to use if they prefer not to use 
>> email.
>>
>> - Automatic Escalations - if the tech on call or that the ticket has 
>> been assigned to does not answer within X amount of time, notify 
>> someone else that the ticket is still open.
>>
>> - Can clump tickets opened by different email addresses as the same 
>> customer or user.
>>
>> - Can import the data I have in Cerberus now (or CSV).
>>
>> - It can be open source or free, but neither are requirements. We'd 
>> prefer to have something we can get professional support for, is well

>> maintained and has a good security history.
>>
>> Cheers,
>> Mike
>>
>>
>>
>> --
>> ************************************************************
>> Michael J. McCafferty
>> Principal, Security Engineer
>> M5 Hosting
>> http://www.m5hosting.com
>>
>> You can have your own custom Dedicated Server up and running today !
>> RedHat Enterprise, CentOS, Ubuntu, Debian, OpenBSD, FreeBSD, and more
>> ************************************************************
>>
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>>
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-- 

************************************************************
Michael J. McCafferty
Principal, Security Engineer
M5 Hosting
858-576-7325 Voice
http://www.m5hosting.com
************************************************************

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