Suggestion for decent, free, ticketing with simple needs?
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
Cool, will take a look at osTicket and report my findings.
@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
we have a setup guide for it already!
Where is that?
https://mangolassi.it/topic/11624/installing-osticket-1-10-on-centos-7
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OK I built up a Ubuntu box on VULTR and got osTicket running.
The first "issue" I have is that, this system is really meant to be "internal" which means I want to lock out any public/ anonymous stuff.
I've already set this up in osTicket but it's not really what I'm looking for. In other words, when you go to the default home page, there are links to submit new tickets, look up KB stuff, find a ticket, etc. I don't want any of that.
Essentially what I want is when either the boss or myself visit the site, it immediate asked for login with no other options. No home screen etc. Just go directly to the agent areas.At first I made an .htaccess basic auth password wall but this is silly because now we have to log in twice, even though it does block out anonymous access.
I wonder if osTicket has a "mode" with no public interface? Just log in directly to the admin screens. I can do this myself by jacking up the default templates but that is not the best solution.
Maybe I can tweak with some htaccess rewrites so that there is no home page and it just redirects strait to the admin login? I might try that.The interface is kind of old on this thing, a little cluttered. I wonder, do they have alternate styles/templates/themes that can be installed?
So far so good as far as testing. I need to enable all the email handling next.
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Isn't this what you want?
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I already did that. But it isn't the effect I want. If you visit the URL of the system you will see buttons for creating new tickets, looking up tickets, etc etc.
All I want is that when they visit the URL, it immediately demands a login.
Not this:
Not this either:
But just this:
There needs to be no "public" interface of any kind, just the login for employees.
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Did you try Katak? It's a fork of OSTicket.
Disclaimer: I have never used it, but I see that it exists.
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
Essentially what I want is when either the boss or myself visit the site, it immediate asked for login with no other options. No home screen etc. Just go directly to the agent areas.
Just put Apache level authentication in front of it, easy peasy. Or put it in a VPN, but that's generally silly.
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
There needs to be no "public" interface of any kind, just the login for employees.
If you are having that issue, it means that you have exposed the wrong directory in your web server, I think. Instead of pointing the web browser to the root of the install, point it to the scp directory. I think that is what you want.
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@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
Essentially what I want is when either the boss or myself visit the site, it immediate asked for login with no other options. No home screen etc. Just go directly to the agent areas.
Just put Apache level authentication in front of it, easy peasy. Or put it in a VPN, but that's generally silly.
You know I may just do this for the experience. Maybe I'll spin up something on Vultr
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@wirestyle22 said in Suggestion for decent, free, ticketing with simple needs?:
@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
Essentially what I want is when either the boss or myself visit the site, it immediate asked for login with no other options. No home screen etc. Just go directly to the agent areas.
Just put Apache level authentication in front of it, easy peasy. Or put it in a VPN, but that's generally silly.
You know I may just do this for the experience. Maybe I'll spin up something on Vultr
This just means htaccess/htpasswd, which is what I did. All this does is make people have to login TWICE. Once to get past Apache, and again for osTicket.
@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
There needs to be no "public" interface of any kind, just the login for employees.
If you are having that issue, it means that you have exposed the wrong directory in your web server, I think. Instead of pointing the web browser to the root of the install, point it to the scp directory. I think that is what you want.
This is what I want. I was thinking some kind of DNS-level redirect or htaccess, but changing the public root folder sounds like a simpler method. Will have to try this.
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@wirestyle22 said in Suggestion for decent, free, ticketing with simple needs?:
Did you try Katak? It's a fork of OSTicket.
Disclaimer: I have never used it, but I see that it exists.
Any idea why the fork? What does it do that sets it apart?
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@wirestyle22 said in Suggestion for decent, free, ticketing with simple needs?:
@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
Essentially what I want is when either the boss or myself visit the site, it immediate asked for login with no other options. No home screen etc. Just go directly to the agent areas.
Just put Apache level authentication in front of it, easy peasy. Or put it in a VPN, but that's generally silly.
You know I may just do this for the experience. Maybe I'll spin up something on Vultr
This just means htaccess/htpasswd, which is what I did. All this does is make people have to login TWICE. Once to get past Apache, and again for osTicket.
True, not ideal, but it can be locked down.
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@wirestyle22 said in Suggestion for decent, free, ticketing with simple needs?:
This is what I want. I was thinking some kind of DNS-level redirect or htaccess, but changing the public root folder sounds like a simpler method. Will have to try this.
I've not tried that, BUT given that there is a public facing application AND the internal one, I think that that is the intended design. The interface that you want isn't just a different look than the public one, it's actually a different application entirely. So I'm pretty sure that the change of the web pointer is all that will be needed.
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@scottalanmiller said in Suggestion for decent, free, ticketing with simple needs?:
@wirestyle22 said in Suggestion for decent, free, ticketing with simple needs?:
Did you try Katak? It's a fork of OSTicket.
Disclaimer: I have never used it, but I see that it exists.
Any idea why the fork? What does it do that sets it apart?
The new functionality:
Multilingual system using Gettext. The system admin can change the language of the support system.
The choice of the ticket topic for the client is now optional.
Multiple attachments: Now you can attach multiple files to a ticket.
Introduced the “Reopen grace period”. After this period, set by the administrator, the ticket can no longer be re-opened by the client.
It is possible to enable the ability to see unassigned tickets for staff members. In other words, you can have staff members who can only see tickets assigned to yourself. The navigation bar will change accordingly.
Role permission are enhanced and simplified and there is no more confusion between role and account type.
The staff profile now shows the member´s own department.
Ticket assignment: In the scroll menu for each staff member is now shown also his own department.More secure password management with the use of SHA512, salting and stretching in computing the hash.
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I don't understand this thread at all..
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Manager wants a "cloud" helpdesk that isn't cloud
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You then install osTicket on Vultr (Cloud)
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Then you complain about clicking through an extra screen for a FREE helpdesk, but previously you were asked to use a spreadsheet
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This extra click becomes the most important thing about your helpdesk system.
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Manager does not understand cloud vs non-cloud. Why is he even logging into the system? I have a feeling that he is the one so concerned about this extra click thing. When in reality he probably only needs access once a week to feel like he knows what he is doing and to somehow grade your work.
P.S. use a password management system and you will save login time on every site you visit, not just the Help Desk.
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@IRJ said in Suggestion for decent, free, ticketing with simple needs?:
I don't understand this thread at all..
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Manager wants a "cloud" helpdesk that isn't cloud
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You then install osTicket on Vultr (Cloud)
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Then you complain about clicking through an extra screen for a FREE helpdesk, but previously you were asked to use a spreadsheet
-
This extra click becomes the most important thing about your helpdesk system.
-
Manager does not understand cloud vs non-cloud. Why is he even logging into the system? I have a feeling that he is the one so concerned about this extra click thing. When in reality he probably only needs access once a week to feel like he knows what he is doing and to somehow grade your work.
P.S. use a password management system and you will save login time on every site you visit, not just the Help Desk.
Don't over complicate it.
They want a "ticket" system which I will have to make accessible from anywhere (hence "on the cloud") but still need to lock it down against public/anonymous use of any kind.
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name. -
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@IRJ said in Suggestion for decent, free, ticketing with simple needs?:
I don't understand this thread at all..
-
Manager wants a "cloud" helpdesk that isn't cloud
-
You then install osTicket on Vultr (Cloud)
-
Then you complain about clicking through an extra screen for a FREE helpdesk, but previously you were asked to use a spreadsheet
-
This extra click becomes the most important thing about your helpdesk system.
-
Manager does not understand cloud vs non-cloud. Why is he even logging into the system? I have a feeling that he is the one so concerned about this extra click thing. When in reality he probably only needs access once a week to feel like he knows what he is doing and to somehow grade your work.
P.S. use a password management system and you will save login time on every site you visit, not just the Help Desk.
Don't over complicate it.
They want a "ticket" system which I will have to make accessible from anywhere (hence "on the cloud") but still need to lock it down against public/anonymous use of any kind.
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name.Then you want apache with ssl certification and a domain. OSTicket is fine.
@scottalanmiller I used domain correctly. Look at that
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
@IRJ said in Suggestion for decent, free, ticketing with simple needs?:
I don't understand this thread at all..
-
Manager wants a "cloud" helpdesk that isn't cloud
-
You then install osTicket on Vultr (Cloud)
-
Then you complain about clicking through an extra screen for a FREE helpdesk, but previously you were asked to use a spreadsheet
-
This extra click becomes the most important thing about your helpdesk system.
-
Manager does not understand cloud vs non-cloud. Why is he even logging into the system? I have a feeling that he is the one so concerned about this extra click thing. When in reality he probably only needs access once a week to feel like he knows what he is doing and to somehow grade your work.
P.S. use a password management system and you will save login time on every site you visit, not just the Help Desk.
Don't over complicate it.
They want a "ticket" system which I will have to make accessible from anywhere (hence "on the cloud") but still need to lock it down against public/anonymous use of any kind.
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name.Ummm... just teach them to send emails to support address....
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name.
Just expose the service and add a DNS entry. Works the same as hosted.
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@guyinpv said in Suggestion for decent, free, ticketing with simple needs?:
They want a "ticket" system which I will have to make accessible from anywhere (hence "on the cloud") but still need to lock it down against public/anonymous use of any kind.
So I can't install something just on our private network and have to screw with teaching them VPNs and stuff. Nor do I want them to memorize an IP address rather than set up a normal domain name.What about private(i.e. onsite) hosting requires either the use of VPN or memorizing IPs?
Were you not able to remove the ability to submit anonymous tickets from the page you showed earlier? What's wrong with getting the login prompt after you click the submit a ticket button? Of course, if you can still surf through old tickets without authentication, that's bad.
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@Dashrender
Because my boss is likely psychotic and nitpicks everything. I've been trained to forget trying to do anything the "right" way, and instead spend much time and resources just trying to get exactly what they ask for instead.In this case, a "ticketing" system that is apparently JUST for her to JUST assign tickets to me, ignoring everybody else in the company. But apparently just sending me an email with a requests/tasks is not jargon-y enough. It must be "tickets".
