We're using kayako (http://www.kayako.com/) as our user facing trouble ticketing system. It's not free (cost us something like a couple of hundred US$) but it is very functional and includes mechanisms to track costs.
It has a bunch of stuff included that we don't use - like live support etc - as well as a bunch of cool stuff that I haven't seen elsewhere (like AJAX based searching of knowledge base articles as someone updates a trouble ticket).
It also integrates nicely with our LDAP based single signon system.
We support 6 remote offices and about 200 users with the product.
You can even pay an extra license fee to have a non-branded version.
Actually, this is not news - and not in the way you mean.
Haven't we known that the P4 is not going to support SMP for a few months now?
Wasn't it spun in september that the first version is an entry level processor. To get SMP you've always had to wait for Foster and Willamette 2.
[mild flame] Just because ZDNet is somewhat behind the times doesn't mean we should get all up in arms all over again.
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We're using kayako (http://www.kayako.com/) as our user facing trouble ticketing system. It's not free (cost us something like a couple of hundred US$) but it is very functional and includes mechanisms to track costs. It has a bunch of stuff included that we don't use - like live support etc - as well as a bunch of cool stuff that I haven't seen elsewhere (like AJAX based searching of knowledge base articles as someone updates a trouble ticket). It also integrates nicely with our LDAP based single signon system. We support 6 remote offices and about 200 users with the product. You can even pay an extra license fee to have a non-branded version.
Actually, this is not news - and not in the way you mean. Haven't we known that the P4 is not going to support SMP for a few months now? Wasn't it spun in september that the first version is an entry level processor. To get SMP you've always had to wait for Foster and Willamette 2. [mild flame] Just because ZDNet is somewhat behind the times doesn't mean we should get all up in arms all over again.