Re: Incident Management

[martin () WONDERFROG NET (Martin A. Brown)]

Hello Incidents-List,

We use RT (Request Tracker: http://www.fsck.com/projects/rt/ ) which is
really a helpdesk-ish application, but assigns individual ticket IDs for
each incident, and allows us to see which incidents are resolved, and
which are not.

Built on MySQL, it has a command-line interface and a web-interface, and
includes support for users (different admins), areas (ISPs?), queues,
prioritization, and "due dates".

-Martin

--
On Mon, 21 Feb 2000, Andrew Steingruebl wrote:

:I'd also be interested in hearing about this. I was also thinking that a
:trouble-ticket/helpdesk application might be ideal for tracking incidents,
:since it can manage status, updates, searchable fields, etc.
:
: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 :)
:
:
:
:
:--
:Andy Steingruebl              | e-mail: steingra () pprd abbott com
:Unix Systems Admin/Programmer | phone:  (847) 935-4728
:Unix/Network Security         | fax:    (847) 935-0142
:Abbott Laboratories, PPDR&D   | post:   100 Abbott Park Road, D472 - AP9A
:                              |         Abbott Park, IL 60064-6115
: