thanks a lot for the advice, I will look more into OTRS due to your post. IT Department @ Admin -Jesse -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Tyler Hepworth Sent: Friday, June 04, 2004 5:58 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] KnowledgeBase Support Jesse wrote:
I'm curious if anyone has implemented a knowledgebase into OTRS.
Yes they have. And it is quite good.
I work for a non profit organization and have been researching the different open source trouble ticket software and am stuck between OTRS and HelpDesk OneZero (http://helpdesk.oneorzero.com/). On the
OTRS, of course
other hand I enjoy the support/documentation that you guys offer but
You will not find better support/documentation anywhere else. I too traveled the road of searching for a ticket system and must say I am quite content with OTRS. There were some other products out there that were quite powerful , but trying to decipher the code to customize it for my site was impossible and the members on the mailing list had an elitist attitude. They were quite cold to new members and it was difficult if not impossible to get help with problems.
this onezero software has a knowledgebase that I haven't seen in OTRS, which would be great for my work. To conclude and reiterate, has anyone implemented a knowledgebase into OTRS like this OneZero
To conclude and reiterate, yes.
software. And What other reasons would you guys give as to why you would recommend OTRS over this other software?
I had never heard of OneOrZero, so I demoed it and I will give you my first impressions. The Knowledge base interface is quite unfriendly. It does not show you a list of all the articles that are available for perusal. Instead you have to put in a keyword and hope that your quess is right. It does not allow wildcard searches to bring up a list of all the articles in the KB. Tickets. Dislike the way that tickets are created and updated. There is no threading of the ticket to let you quickly get to the message you want to see. Have to type in user's email address if you want to respond to them. You should be able to respond with the user's address automatically being populated. Don't see any option for creating internal notes. Don't see how to distinguish between claimed and unclaimed tickets. Search utility. In a word, it sucks. Play with OTRS' search utility and it will quickly become apparent why. Other. No ability to set pending statuses on tickets. Poor agent preferences in regards to look and feel of interface, email notifications, custom queues, auto refresh of interface. Those are some of my initial impressions. Maybe there are answers that address all of those issues, but from what I saw, I have no desire to pursue it further. hth, Tyler _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/