Free web help desk ticket software for linux

PHD Help Desk provides help desk registry and follow-up software.
PHD Help Desk is software conceived for the registry and follow-up of help desks incidents. Registry of incidents allows classification in two levels (type and subtype), the state of the incident, a description, ticket assignment and priority, historical registry, and an audit.
Information can be reported in consultation format, to give reports or export the information for later processing in a database or spreadsheet.
Enhancements:
- Now the operators belong to a sector, in the same way that the users belong an area.
- The database update proccess will insert the sector table with the areas that belong to the operators in version 1.21.
- The ticket is now initialized as "private" by default.
- Only the operators can change this state.
- Two bugs in the support request that prevented the input of the request into the ticket database were corrected.

PHP Trouble Ticket project provides a centralized means of problem reporting and tracking in multi-user environments (medium to large companies, development groups, etc.).
It helps direct problem reports to the responsible administrator(s), keeps track of the status of a problem being worked on, and offers an up-to-date list of recent changes applied. It aims to be widely configurable, easy-to-use even for those not technically inclined, and multi-language capable.
Main features:
- problem reporting
- submitting update-info
- email-notification of administrators
- email-notification sent to problem reporter after ticket is modified or closed
- watch-function for tickets to be kept up to date on progress of chosen tickets
- file attachments (including on-the-fly virus checking with external virus-scanner)
- powerful list/search function with paged browsing
- tickets can be set into relations/dependencies
- ticket quick-search function directly from the main index
- quickly access all your own tickets from the main index page
- printer-friendly display of lists and ticket details
- css style sheet support for easy customisation
- easy multiple-select/close/delete functions
- username/password protected logins
- varying levels of permissions/access-rights
- the scope of unprivileged users can be limited to their own tickets
- new users can either sign up at the login page or be created by the superuser from the administration page
- detailed userlist available for administrators with info on last login and included search function
- online configuration of all major options
- configuration of the expert/administrator information
- deadlines for trouble tickets
- up to five customizable datafields
- changes and entire tickets can be hidden from unprivileged users by the operators
- "locking" areas against change by other administrators
- national language support (included: english, german. Other language files are made available separately on the download page)
- date/Time format configurable to suit national format
- ability of the program to work with PHPs "safe mode" and "open basedir" security mechanisms

WeHelpBUS project is a Web-based help browser for Unix-like systems.
It is a set of CGI scripts that enables users to browse documentation, stored in various formats, using their preferred Web browser.
Current formats supported include Unix man pages, Texinfo pages, Scrollkeeper documentation catalogue (help system of GNOME and KDE), information about installed RPM packages, and C/C++ header files.
Current formats supported by "WeHelpBUS":
- Unix man pages
- Texinfo pages
- Scrollkeeper documentation catalogue (help system of GNOME and KDE)
- Information about installed RPM packages
- C/C++ header files
Enhancements:
- Themes support has been added
- Search facility has been added
- Minor improvements

WebService::TicketAuth is a ticket-based authentication module for SOAP services.

SYNOPSIS

@WebService::MyService::ISA = qw(WebService::TicketAuth);

WebService::TicketAuth is an authentication system for SOAP-based web services, that provides a signature token (like a cookie) to the client that it can use for further interactions with the server. This means that the user can login and establish their credentials for their session, then use various tools without having to provide a password for each operation. Sessions can be timed out, to mitigate against a ticket being used inappropriately.

This is similar in philosophy to authenticated web sessions where the user logs in and gains a cookie that it can use for further interactions. For example, see Apache::AuthTicket. However, such systems require a web server such as Apache to handle the authentication. This module provides a mechanism that can be used outside of a web server. In particular, it is designed for use with a SOAP daemon architecture.

This module was originally developed by Paul Kulchenko in 2001. See guide.soaplite.com for more info.

FUNCTIONS

new()

Creates a new instance of TicketAuth. Establishes several private member functions for authentication, to calculate, make, and check the authInfo.

get_error()

Returns the most recent error message. If any of this modules routines return undef, this routine can be called to retrieve a message about what happened. If several errors have occurred, this will only return the most recently encountered one.

ticket_duration($username)

This routine defines how long a ticket should last. Override it to customize the ticket lengths. The username is provided when requesting this information, to permit applications to vary ticket length based on the users access level, if desired. If $username is undef, then a generic duration should be returned.

By default, the ticket duration is defined to be 20 minutes (or 20*60 seconds).

get_username($header)

Retrieves the username from the auth section of the SOAP header
is_valid($username, $password)

Routine to determine if the given user credentials are valid. Returns 1 to indicate if the credentials are accepted, or undef if not. Error messages can be retrieved from the get_error() routine.

Override this member function to implement your own authentication system. This base class function always returns false.

login()

This routine is called by users to establish their credentials. It returns an AuthInfo ticket on success, or undef if the login failed for any reason. The error message can be retrieved from get_error().

It checks credentials by calling the is_valid() routine, which should be overridden to hook in your own authentication system.

The Bluetail Ticket Tracker (BTT) is a system for creating, storing and keeping track of tickets. A ticket describes an issue of some sort.

It can, for example, be a Trouble Report or a ToDo note. It is available for use (and distribution) under the GNU Public License.

The users of BTT are divided in four different user categories: Staff, Friend, Customer and Anonymous. The access to the data stored in BTT can be tailored for the Friend, Customer and Anonymous groups, while the Staff group has full access rights. This (hopefully) allows BTT to be used both for Open Source Projects as well as in more commercial settings.

In an Open Source Project:

* one or several people (Staff) hosts a site which runs the Ticket handling for a certain application
* a number of people (Staff + Friends) collaborates in the development which also include Ticket handling
* anyone else interested (Customer or Anonymous) may want to check the status of the Tickets (e.g Trouble Reports)

In a commercial setting:

* a company (Staff) runs the Ticket tracker as an aid in their product development.
* the company may be spread geographically or may have development partners (Friends)
* the customers can report problems and track the progression (Customer)

A ticket consists of a number of fields, e.g denoting a release name, component name, responsible person, staus, priority, etc. The actual field values is defined by the Staff when the Bluetail Ticket Tracker is setup. The daily operation of BTT includes creation, editing, searching and viewing of tickets.

The users can also activate the mail alert function which will send a mail to the user when, for example, a new ticket as been assigned to the user.

BTT can also store information about customers which can be useful in a support desk scenario. This makes it possible to connect a ticket with a particular customer. It is also helpful in a support desk scenario where the support engineer quickly need to find information about a customer.

BTT can also store more general information. This Knowledge Base consists of a mail store and a information store.

The mail store makes it possible to retrieve mails (from a POP3 account) and store it locally in a BTT directory. Stored mails can then be searched, viewed and turned into tickets.

The information store is divided in two parts, one external (for users/customers) and one internal (for staff/friends). The external area can for example be used for creating a FAQ (Frequently Asked Question), a HOWTO area. The internal knowledge base is intended for the Staff and/or Friends, and may for example store information such as address lists, how to fill in the expenses form, or contain description of the work process, etc.

Currently BTT supports English, French, German, Spanish and Galician. Adding new languages is easy, one language definition file has to be created with a translation of all text that can be displayed. (If you do this, make sure to send the new language file to the maintainers so that it can be incorporated into the standard release).

Tickets can also be retrieved and stored via a Unix command line interface.

Request Tracker (RT) is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users.
The RT platform has been under development since 1996, and is used by systems administrators, customer support staffs, IT managers, developers and marketing departments at thousands of sites around the world.
Written in object-oriented Perl, RT is a high-level, portable, platform independent system that eases collaboration within organizations and makes it easy for them to take care of their customers.
RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development.
RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.
Main features:
- RT is your organizations focal point for tracking tasks, issues, knowledge, and collaboration.
- Its easy to submit, assign, prioritize, search, escalate, and report on issues.
- RT keeps track of each tickets full history and metadata to help your organization better retain knowledge and analyze trends.
- RT can track multiple projects for multiple teams within a single installation.
- RT tracks critical system metadata, including time spent per action, due dates, and estimated time to completion.
- Its easy to record private comments that are not available to end-users.
- RTs web interface comes complete with an intuitive "iterative" search interface that allows end users to construct complex queries by pointing and clicking within their web browsers.
- Users can save and edit queries later, using their browsers "bookmarks" feature.
- Users dont need to do anything special -- they can just send email to RT. RT will take care of thanking them for their message, automatically routing it to the appropriate staff, and making sure all future correspondence gets to the right place.
- RT provides a simple, self-service interface that allows end users to view their own active and resolved tickets online.
- RTs web interface is designed to be easy to use from any browser. Just working in Internet Explorer and Netscape isnt enough. Your staff need to be able to get work done anytime, anywhere.
- Whether you use Windows, MacOS or Unix, your staff already have everything they need to access RT.
- RT works great from a handheld or screen-reader (for the blind.) Best Practical is working with users to ensure that a future release is fully compliant with Section 508 accessibility requirements.
- A powerful new command-line interface that allows power users to quickly and easily work with RT, even if theyre out of the office is currently available for testing by the public.
- Youve got customers around the world. RT lets you interact with them in their own language. Internally, RT converts all data to UnicodeTM, so you can respond to users in their native tongue, but work in yours.
- Youve got staff around the globe. RTs web interface has been fully internationalized. Right now, RT speaks English, German, French, Dutch, Portuguese, Russian, Czech, Japanese, Traditional Chinese, and Simplified Chinese. Adding new languages is a breeze, if you need something RT doesnt support yet. On login, RT automatically detects which language each user prefers, so staff members can collaborate even if they speak different languages.
- Unlike costly proprietary issue tracking systems, an administrator can have a basic RT system up and running in an afternoon.
- RT is built to be useful right out of the box. You dont need expensive consultants
- Theres no client software to manage or keep up to date. Your existing web browser and email clients are all you need.
- RT is written in object-oriented perl. Not only do you get the complete source code to the product with every download, but your staff can begin customizing RT to meet your needs within hours.
- RTs web interface and mail gateway are built on top of the same API we publish for you to write your own tools on top of. The interface is documented and there are numerous third party tools to use as examples and templates.
- Every organization needs to track specialized data. RT lets you define list-based and freeform custom fields to help track your tickets. Once you create custom fields, its easy to search on them, just like RTs predefined fields.
- All of RTs mailing rules are based around a powerful custom business logic system called "Scrips." Scrips make it easy for a local administrator to make RT do ANYTHING whenever a ticket is created or updated, without making it hard to upgrade.
- RTs entire web interface is built on a flexible templating system that lets you build your own web-based tools or alter RTs look and feel to better fit your organization.
- If you dont want to radically change RTs interface, you can add your own components to RTs pages. A web callback system lets you drop miniature templates into RTs web pages.
- If you need even more power, "Code overlays" let you customize RTs internal behaviour without touching RTs core libraries.
Enhancements:
- This release includes numerous small cleanups and improvements.
- It fixes the dreaded "infinite relogin" bug.

Web Business Pro is a Web application designed for everyday business activities. The project includes support for customer lists, inventory, receipt printing, and accounting. Fully featured search functions and filters make it easy to find what you need quickly.

Python Web Graph Generator is a threaded Web graph (Power law random graph) generator. It can generate a synthetic Web graph of about one million nodes in a few minutes on a desktop machine.
This software implements a threaded variant of the RMAT algorithm. A little tweak can produce graphs representing social networks or community networks.
Examples:
Getting help
$./genwebgraph.py --help
Generating graph using default settings
$ ./genwebgraph.py --threads=1
Generating a 1000-vertex and 1000-egde graph using 5 threads and storing it in ~/mygraph.pyg
$ ./genwebgraph.py --threads=5 --max-vertices=1000 --max-edges=1000 --output=~/mygraph.pyg
Storing in dot compatible output and making a postscript file
$ ./genwebgraph.py --output=~/mygraph.pyg --format=dot
$ dot -Tps ~/mygraph.pyg -o mygraph.ps
Enhancements:
- The base library PyGEL is available as an independent Python module.