Re: Incident Management

[jose () BIOCSERVER BIOC CWRU EDU (Jose Nazario)]

On Mon, 21 Feb 2000, Andrew Steingruebl wrote:

> There are some free helpdesk systems out there, including one
> published at the last usenix LISA conference.  If someone wanted to do
> something, maybe they'd consider whether a free package would work so
> that other people might be able to take advantage of it.  Not everyone
> has Remedy, or the money to buy it :)

have a look at http://www.fsck.com/projects/rt/ and see if it suits your
needs.

Introduction

RT is a trouble ticketing system. It's intended to help a systems
administration team deal with a set oflusers and their problems. The basic
model is as follows:

     User sends email requesting help
     RT sends the user an electronic "ticket stub" which the user can
        reference in further correspondence about this problem.
     At the same time, RT sends mail to the systems administrators
        containing the user's request.
     A systems administrator takes ownership of a request and drafts a
        reply to the user, which RT records and forwards to the user.
     The systems administrator resolves the ticket and goes out for a
        beer.

it could easily be mangled to do incident handling.

jose nazario                                    jose () biochemistry cwru edu
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