College for Professional Studies
MS Computer and Information Technology
School of Computer & Information Science
Thesis - Open Access
Number of Pages
The productivity of many organizations in the IT industry suffer greatly because most have yet to implement a process to manage and track IT issues from the time a problem is reported by the enduser to the time in which the problem is resolved. Until such a process exists, many organizations will find themselves unable to effectively manage time and resources thus resulting in unnecessary downtime, decrease in productivity and ultimately becoming an organization who "throw money at the problem" instead of fixing the root cause. One such solution would be to use a trouble ticket system application. There are many trouble ticket system applications developed by commercial companies but for organizations with limited financial resources there are just as many open source, or free, solutions to consider. This paper discusses the various phases used to implement a zero cost open source trouble ticket system application called Open Source Ticket Request System (OTRS) in a government work environment.
Date of Award
© Steve Chapman
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Chapman, Steve, "Open Source Trouble Ticket System" (2009). Regis University Student Publications (comprehensive collection). 104.