Re: [bofhers] Herramienta de ticketing personalizable
- From: Juan Luis Aranda <dasmandr@xxxxxxxxx>
- To: bofhers@xxxxxxxxxxxxx
- Date: Tue, 14 Jan 2014 17:09:55 +0100
El día 5 de diciembre de 2013, 12:33, Autoestopista El
<autoestopistael@xxxxxxxxx> 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?
Other related posts:
