We're using Mantis right now to manage tickets across 50 projects and it's not very good. just tried Redmine and that doesn't seem to do what we want either (though writing a plugin might fix that).
Wondered, before I spend loads of time installing and trying OTRS, whether anyone could quickly say "yes" or "no" to a few of our key features that we need:
1) We need a queue per project (so 50 odd)
2) PAM auth for user sign in (I *think* it can do this via apache auth??) (currently PAM leads to LDAP auth, but in future is likely to be Kerberos)
3) Workflow: Generally a ticket goes in to a known queue by project, unassigned. It will be picked up or given to someone.
3a) Someone else might want to "watch" that issue (ie get emails on updates)
3b) The assignee (often me as the sysadmin) may want to bounce a question back to the reporter and block the job as "waiting for user" WREQ style
3c) I'd kind of like to not see a "waiting for user job" until the reporter replies (which ideally will flip the "waiting for user" off).
3d) Job gets various updates until resolved.
4) Full text search across all queues
5) Email inbound address associated with each queue.
6) Usual array of customised filtered views (eg I want to see all jobs assigned to me with and without the "waiting for user". Others may want to see all open issues for one project/queue.
7) Optin/Optout of email-outs from OTRS.
Assuming there's a "yes" to most of those, I notice Debian 6 has the OTRS 2.4.9 package. Is this a reasonable place to start or is it worth hand installing v3?
Many thanks for any tips on the above
Cheers
Tim