Re: [bofhers] Herramienta de ticketing personalizable
- From: El Autoestopista <elautoestopista@xxxxxxxxxxxxxxxx>
- To: bofhers@xxxxxxxxxxxxx
- Date: Tue, 14 Jan 2014 20:26:49 +0100
Pos le voy a dar una visual
Juan Luis Rosa Martínez <chiv0rz@xxxxxxxxx> wrote:
>Nosotros usamos iTop y es bastante completo, ofrece todo lo que pides
>
>El martes, 14 de enero de 2014, Juan Luis Aranda escribió:
>
>> El día 5 de diciembre de 2013, 12:33, Autoestopista El
>> <autoestopistael@xxxxxxxxx <javascript:;>> escribió:
>> > Buenas gente, ya volvió el pidón.
>> >
>> > Estoy intentando montar una aplicación de gestion de tickets para el
>> > departamento, pero de la maqueta que tenía montada a lo que me piden
>> ahora,
>> > no se parece en nada, así que mi actual solución (GLPI) no sirve. Me
>> estoy
>> > dejando los cuernos buscando herramientas pero ninguna del as que
>> encuentro
>> > se adaptan a lo que necesito. Os cuento a ver si os suena algo:
>> >
>> > - Web, a ser posible LAMP o a unas malas hasta sobre python me sirve.
>> BBDD
>> > tenemos de todos los colores.
>> > - Que no haya que registrarse para poner los tickets: Formulario de
>> contacto
>> > y listo.
>> > - Capacidad para sacar informes de actividad, o definirlos sin picar.
>> > - Que se puedan definir campos personalizados en los formularios. Somos
>> así
>> > de especialitos.
>> > - Por dios, que sea SENCILLO (se que esto es incompatible al 99,9% con el
>> > punto anterior, pero en fin.
>> > - Que no sea un bugtracker (Fossil, BugTracker, Redmine, Mantis, etc.)
>> > Os cuento que he probado varios como FUSE, GLPI y OSTICKET y a todos les
>> > falla alguna cosa. No se si vosotros conocéis alguno que no encuentre yo.
>>
>> Buenas tardes:
>>
>> Por si alguno vuelve (vuelvo) sobre este tema, que acostumbra a
>> aparecer de vez en cuando.
>>
>> Acabo de leer un poco sobre iTop. Tiene buena pinta y yo poco tiempo
>> para probar. Copiando:
>>
>> iTop stands for IT Operational Portal. iTop is an Open Source web
>> application for the day to day operations of an IT environment. iTop
>> was designed with the ITIL best practices in mind but does not dictate
>> any specific process, the application is flexible enough to adapt to
>> your processes whether you want rather informal and pragmatic
>> processes or a strict ITIL aligned behavior.
>>
>> At the heart of iTop is the CMDB (Configuration Management Data Base),
>> this is originally the first part of iTop that was developed. Then
>> came the tickets and all the derived processes.
>>
>> The belief behind iTop is that a CMDB must be an operational tool. The
>> only way for a CMDB to be accurate and up to date is to be used
>> day-to-day by the IT teams (support agents, IT engineers, etc.).
>> Moreover, the more the CMDB is integrated with other IT tools
>> (monitoring systems, reporting tools, automated inventory, etc.), the
>> better.
>>
>> Using iTop you can:
>>
>> Document your IT infrastructure and all the relationships between the
>> various pieces and stakeholders of the infrastructure (servers,
>> applications, network devices, virtual machines, contacts, locations…)
>> Manage incidents, user requests, planned outages…
>> Document IT services and contracts with external providers including
>> service level agreements
>> Export all the information in a manual or scripted manner
>> Mass import (manually and using scripts) or synchronize/federate any
>> data from external systems
>>
>> iTop can be used by different types of persons:
>>
>> Help Desk agents
>> Support engineers (1st level, 2nd level…)
>> Service managers
>> IT managers
>> End-users: a simplified “portal” interface is available to let them
>> submit their requests directly.
>>
>>
>>
>> --
>> - Because it breaks the natural flow of conversation.
>> - Why is top-posting such a bad thing?
>>
>>
>
>--
>Sent by iPhone
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