Ticketing / HelpDesk System

* Common: Remedy, Clarify, Quantum, RT.

RT

• perl-based main engine
• connect with MySQL / PostgreSQL
• Apache Web Server (with mod-perl and mod-fastcgi)
• customer-facing UI: Email VS admin-facing UI: web

RT main concepts:
1) Ticket

• central object in RT
• each ticket defines a task to do or a problem to solve.
• 1 ticket is opened  for each issue, regardless of how many notes or interactions happen with users about said issue
• include: owner, watchers, status and queue.
• STATUS: 
• NEW - just created, not acted on
• OPEN - being worked on
• STALLED - not getting worked on right now
• RESOLVED - ~ completed
• REJECTED - unreasonable requests
• DELETED - removed from system

2) Queue

• central admin domain of RT
• as a group of services, groups of machines or organizational units.
• for splitting work flow
•  

3) Users / Groups

• ticket Requestor: ppl opened ticket
• ticket Owner: ppl responsible for working on it.
• watcher: ppl interest in beeping track of it
• owner and requestor auto as watchers.
• queue admin

4) Date / Time

• Ticket created DateTime
• Response / Ack. Time
• Fixed DateTime
• Completed Date Time

5) Templates

• generalized action notifications created and applied on global or queue basis.
• BLANK
• AUTOREPLY
• ADMIN COMMENT
• STATUS CHANGE
• RESOLVED

6) Relationships

• ticket-to-ticket's relationship
• DEPENDS ON: tickets can't be resolved unless another ticket is also resolved.
• REFERS TO: tickets don't need other tickets, but it would sure be useful for you to look at it.
• PARENT: a big, general ticket
• CHILD: a sub-project of a parent