SUMMARY: PD Helpdesk Software

From: Michael D. Reynolds (reynolds@mfg.mke.ab.com)
Date: Tue Oct 18 1994 - 13:48:52 CDT

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My original query...

> Anyone know of a any PD Helpdesk Software for call/problem tracking that
> is X based? A good search engine for past resolutions would also be a
> nice feature. I will consider commercial packages if none exists in the
> public doamin.
>

Here is the Summary of PD Helpdesk software. I am still in the process of
finding and compiling some of these and have not had a change to really
evaluate them. I'm just posting this summary now because I've received alot of
"Please Summerize" and "Mee Too" messages. The most helpfull reply came from
jsm@corp.cirrus.com (John Mizzi) who included previous summaries on this
subject which I have Attached. Here is a short summary of the packages
mentioned most of which are detailed in John.Mizzi.Summary. Please do NOT
email me and ask where to find these packages, archie knows much more that I.

Public Domain
-------------
pts/xpts public domain X Window problem tracking system (README attached)
Req An email-based request tracking system (Blurb attached)
tkgnats PD Looks like the most popular.
gdbm ???
problem ???
request This one looks ver popular also
flealist ???
qmh/trouble-mh This one is also well known
netlog(v2.0) ???

Commercial
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Apriori - From Answer Computer - not cheap
Action Request System - From Remedy Corp. Very nice but pricey
Qmail - sounds great, reasonable cost
Quantum - sounds good, not cheap
CustomerQ - From Quintus, not cheap
Networx Paradigm - From Legent, ???

Thanks To...
jsm@corp.cirrus.com (John Mizzi)
Henry Katz <hkatz@lehman.com>
uusr656!doug@rambone.psi.net (Doug Turley)
"Robert O'Gorman" <rogorman@cmi.on.ca>
daley@eve120.cpd.ford.com (Mike Daley)
Remy Evard <remy@ccs.neu.edu>
Peter.Samuel@nms.otc.com.au (Peter Samuel)
_______________________________________________________________________________
___
Michael D. Reynolds /\ | \
Allen-Bradley Co. Milwaukee, WI USA / \ | |
Dept 818 CAM Operations Office /____\ _____ |----\
Voice: (414)382-3615 Fax: (414)382-2742 / \ | |
Internet: reynolds@mfg.mke.ab.com / \ |____/
uunet: uunet!tinman2!camg2.mfg!reynolds A Rockwell International Company
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end
----------
X-Sun-Data-Type: default
X-Sun-Data-Name: xpts.README
X-Sun-Charset: us-ascii
X-Sun-Content-Lines: 109

This document announces the first wide release of the Problem Tracking
System (PTS), also known as the X Problem Tracking System.
PTS/Xpts is FREE software.

SOFTWARE: Problem Tracking System(PTS) / X Problem Tracking System(Xpts)

VERSION: 1.03 (first wide distribution)

SYNOPSIS: PTS/Xpts helps with system management. It lets people
                report problems and lets sysops record their solutions
                to those problems. It also helps automate other related
                communication activities. Some might call this "help-desk"
                software.

SYSTEM REQMTS: The core of PTS is "xpts", an X11R4/X11R5 application
which uses the Athena widgets. Building PTS requires
a Unix variant, an ANSI C compiler, lex, and yacc.

AUTHORS: Dean Collins, Chris Hyde, Luke Sheneman, Brian Goff,
and John Hunter, among others, known collectively as
"Zombie Software".

AVAILABILITY: PTS/Xpts is free software. Sources may be obtained from
the following sites via anonymous FTP. You will also find
it at other sites that mirror these sites.

ftp.x.org /contrib
ftp.uidaho.edu /pub/unix (slow)

The following site mirrors the ftp.x.org:/contrib files:
wuarchive.wustl.edu /packages/X11R5/contrib-pub

Files are pts-1.03.tar.Z and pts-1.03.README.
Look for patches, too.

DESCRIPTION
-----------
PTS is a tool for improving communication between system users
and support personnel (sysops) about problems encountered
with the system. It consists of several programs, including
Xpts and ptsager.

In a nutshell:
Xpts is used by system users to report problems. Support personnel
(sysops) also use it to log their activities on solving each problem.
Xpts also sends e-mail to problem reporters when their problems are solved.
Problems are stored in a permanent database for future reference.

The problems are organized in a tree-like structure. For example, a
problem with "rn" might be reported in "/Software/News/rn". A problem
with a computer monitor might be reported in "/Hardware/Monitor".
The problem tree structure is completely configurable to meet your
particular needs.

Ptsager scans through the database once a day and sends electronic mail
to certain system users about problems that have remained unsolved for
several days.

While PTS was designed with managing a network of Unix workstations in
mind, it is general and versatile enough to be used in many other ways.
For example, at the University of Idaho, PTS was used by the PTS
design team to report problems with and take suggestions about early
versions of PTS. We are very interested in hearing about unique
and creative ways in which you use PTS/Xpts.

PTS was designed and implemented by "Zombie Software", consisting of
me (Dean Collins), Chris Hyde, Luke Sheneman, Brian Goff, John Hunter,
Brent Heikkula, and Dayne Steed. It was designed in great part on a
volunteer basis for the University of Idaho Computer Science Department.

I can't really provide much support for this free software,
but I'll help when I can. I would appreciate help from others
in this project.

***BREAKING NEWS!***
The company I'm working for is moving their Seattle R&D office
to Atlanta, Georgia later this year. Since I've really become
attached to Seattle I've decided to seek other employment here.
If you know of any upcoming job openings in the Seattle area
for someone with both system administration and software development
talents please let me know at either my e-mail address or
my snail-mail address. Thanks in advance!

        Dean Collins
        15325 NE Redmond Way, #L1105
        Redmond, WA 98052
        dean@halcyon.com

Note: My employer is in now way associated with the development of PTS.
*******************

PTS is being offered as a gift to the Internet community for it's
generosity towards us. Enjoy!

Dean Collins
Tue Feb 8 09:45:31 PST 1994
------------------------------------------------------------------------------
Dean Collins, Systems Administrator, The System Works, Redmond, WA
dean@halcyon.com, dean@cs.uidaho.edu, dean@uidaho.edu or dean%tsw@uunet.UU.NET

Cheers,
Rob
Robert O'Gorman
Canadian Market Images, Ltd. rogorman@cmi.on.ca

----------
X-Sun-Data-Type: default
X-Sun-Data-Name: Req.Blurb
X-Sun-Charset: us-ascii
X-Sun-Content-Lines: 124

No real search engine yet, but here's a blurb on ours, as presented at LISA
VIII:

Req - An email-based request tracking system

Overview
========
Req is a tracking system based around this paradigm: people with problems
or questions send requests via email to a group responsible for dealing
with those issues. Those requests are assigned numbers that can be
tracked and managed in various ways. The group handling the requests
needs to have access to a UNIX computer or network.

Req was designed for a systems administration group but could be applied
to other groups as well.

Req is currently in early-alpha test mode. We've been using it for
about a month and already rely heavily on it. Many features are planned;
new ones are added almost daily.

Details
=======
Users send request mail to an alias. (For example, in our original setup,
mail was sent to "systems" or "help".) Their mail is piped through a program
which takes the mail, assigns it a new request number, and puts a copy of
the mail in file associated with the number. That file will be used as a
log of all the events associated with the request.

The mail is then passed on to the recipients of the list, with the number
of the request added to the subject line of the mail. It will look
something like:
Subject: [Req #42] Help! How do I send mail?

Any mail sent through the mail alias with a request number in the subject
line is assumed to be associated with that number, and is appended to the
log for that number. Typically, a member of the alias will reply to the
user and send a copy of the reply to the list. The reply then becomes
part of that number's log. If the user replies, the same thing happens.

A request item has several features:
  A requester, who is the person who originally requested it.
  An owner, who is the person, if any, working on the request.
  A priority, used by the group to prioritize requests.
  A status, which indicates whether or not the request is resolved,
    stalled, or open.
  Several dates, indicating the time of the original request, the last
    time it was updated, and the last time the user was informed of
    the status.

One may do any of these actions (and a few others) on a request:
  Take it. (Assume ownership if no one else owns it.)
  Give it to someone.
  Change the priority.
  Change the status.
  Add comments to it.

These can be done via mail, via a UNIX command line, or via any of the
interfaces that have been developed for it. Currently, the only other
interface that exists is a Tk based X interface, but an emacs client
and a curses client are under development.

In addition, the queue of active requests may be viewed in a variety of
ways, based on owner (or lack of one), status, priority, requester, and
other features.

Users may run a program that shows them the status of their own requests.

We've tried to design the system to be as policy-free as possible. For
comments about how we've used it, see some other document that I need to
write.

Requirements
============
- RFC-822 compliant mail
      I.e, Internet standard mail.
- sendmail
      It could probably work with other mailers with some very
      minor work. I should note that unless you're running version
      8.6.8 or later, you should upgrade for security reasons.
- Perl
      I've only tested it on version 4.036, but it should work on older
      versions.
- A C compiler and sh.
      I've only built the C programs under SunOS 4.1.3 and Ultrix, but
      they're pretty small and should be portable, or nearly so.
- A file system that your mail server and you as a user have access to.
      NFS, AFS, whatever. But something.

It's been tested on SunOS 4.1.3 and Ultrix 4.3.

Not required, but nice
======================
- Tcl 7.3, Tk 3.6
For the X interface.
- Emacs
For the not-quite-ready emacs interface.

Availability
============
ftp.ccs.neu.edu:/pub/sysadmin/req*,tkreq*

Upcoming Features
=================
- Breaking up requests into sub-numbers.
- WAIS-style indexing of resolved issues, to allow searching for
previous answers.
- Statistics gathering programs - number of users, frequency, time to
resolve, etc.
- A better resolving method.
- An emacs mode for dealing with requests.
- Due dates and events.

Feedback
========
If you have any comments or questions, please send them to:
req@ccs.neu.edu

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