Ticket system for work

[techb]

I have been asked to make a program to handle escalated issues. They way it is done now is the supervisor is given a piece of paper stating the issue to be escalated with information needed. This is bad because the supervisors end up loosing the paper and what-not.


I would like input on how to go about this. I had two thoughts on how to do it. BTW This will most likely been done in Java since it has been used for other programs we use and it's already installed on all computers. The IT guy/people I need it approved by, I know they know Java and can review the source code, I don't think they know C++ or C# which I had wanted to do it in, so Java it is.


1:
All supervisors have their own share drive on the network that we as agents can read for outages and all. Put the program in each share drive for the agents and have a mini-filesystem to store the tickets in, in txt files or the like. That way each supervisor has their own separate file system for them to work with so their is no cross-ticketing issues. This seems the simplest way to me.


2:
Use a database for everything, 1 database to store all info including log-in info and ticket info for all supervisors and agents to use. It would be web-based, like other programs we use. I would hopefully use Python for the sever to access and edit the database. The issue I see with that is convincing them to install Python on the systems (side note: if  this works well for this center it will be implemented in all centers the company owns/uses making it harder to convince everyone to install Python).


I am thinking option 1 is the one I would go with. Just wanna hear your opinions or how you would go about it. I know databases are the norm now-a-days, but I don't really see a need for it in this. I'm thinking a filesystem/txt based method might work better since it would force it all to be separate and easier for the supervisors to work with since they can see all tickets in their own system and all.


Your $0.02?


P.S.
This will be all open sourced.

[ca0s]

I would do it totally web based. No java, no interpreter install on every computer. Just a server with http + [php/python/asp/perl/etc] as CGI + database. I find it easier to manage.

[techb]

I would do it totally web based. No java, no interpreter install on every computer. Just a server with http + [php/python/asp/perl/etc] as CGI + database. I find it easier to manage.

Java is already installed on all the computers, so there wouldn't be a need to install a new interpreter cause it is already there.


But my first thought was webbased with a data base.

[bluechill]

Web Based with a Database for the backend is the best choice because it's a central point which is easily accessible and usable.  You can also use a Java Server backend for the database or just use something like MySQL.  You can also use a server with database software on it (ie. MySQL) and use a Java Program for accessing it however web based is probably the easiest and most convient for everyone involved.

[Daemon]

http://ifdefined.com/bugtrackernet.html

that's what we use at my work and its pretty nice. Plus its free and already built

You can set it up for multiple access levels and sort by priorities as well as by project. You can make all tickets visible to all or visible to only the proper access level I believe. Host it online and they can even check it from home and see what's what

Edit*
I think they host it for you? Cause my login page is buqtracker.com/mycompanyname

[proxx]

A central server and fully webbased would seem appr.
If you attempt to do everything locally then things like debugging/fixing is a pain.
How do you think of managing this?

[m0ldy]

Def late to the game, but have you looked at the existing OpenSource Ticekting Options to see if any of those would meet your needs? Sounds like each MGR needs to simply have their own queue.

Code: [Select]

http://otrs.org

Code: [Select]

http://osticket.com

[techb]

Def late to the game, but have you looked at the existing OpenSource Ticekting Options to see if any of those would meet your needs? Sounds like each MGR needs to simply have their own queue.

Code: [Select]

http://otrs.org

Code: [Select]

http://osticket.com

I'm doing it by hand because it might land me a spot in the IT dept, or coding other closed in-house systems.

But that is on hold ATM because of getting things approved.