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Looking for recommendations on what solutions you folks like. Currently we are using and are familiar with Kayako for the help desk and PRTG for server/network monitoring. The problem is both of these licenses are not getting renewed and the versions we are using are pretty drat old. Trying to find some free based solutions would be nice (and right now a requirement). Looking forward to some suggestions instead of spending a month playing around with different systems.
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# ? Jul 16, 2015 01:27 |
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# ? Mar 29, 2024 00:55 |
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We use OTRS for helpdesk, cacti for graphing, nagios for interface monitoring, and logstash for log collection and analysis.
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# ? Jul 18, 2015 05:17 |
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adorai posted:We use OTRS for helpdesk, cacti for graphing, nagios for interface monitoring, and logstash for log collection and analysis. what's your nagios/cacti setup like?
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# ? Aug 3, 2015 04:05 |
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Captain Foo posted:what's your nagios/cacti setup like?
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# ? Aug 3, 2015 04:32 |
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For help desk, I inherited and supported an on-prem 'ITIL-ready' service desk tool called ServiceDesk Plus by ManageEngine (an Indian software developer). They offer a free cloud solution, and you can pay money to add 'modules' for CMDB, Problem Management etc and technical support. It's not open source but I didn't hate it: https://ondemand.manageengine.com/service-desk/
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# ? Aug 3, 2015 05:05 |
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adorai posted:we monitor bandwidth on wan interfaces and interesting switch ports with cacti, and nagios just does up/down and ping monitoring. I will check this out, I have a nagios /checkmk setup I'm not thrilled with right now
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# ? Aug 3, 2015 14:50 |
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I use RT (https://www.bestpractical.com/rt/), which is great. and really bad hand-configured Nagios...
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# ? Aug 3, 2015 15:44 |
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We're using BMC Remedy for ticketing. It's kinda a monster, but once you beat on it enough and do your own customizations it's not completely awful. I've been the sole admin on it for about 4 years now, here. For monitoring, it's a few different things. The bulk of our polling is Solarwinds. We use it for actual statistics, and up/down monitoring on a pretty large number of network elements and their interfaces. A little bit of application monitoring in there as well. We've also got OpenNMS for up/down and trapping on a subset of our gear that's a unique snowflake with a MIB that wouldn't easily work with our main trap server, Netcool. Netcool has direct Remedy integration, so we use that to create tickets from traps. OpenNMS and Solarwinds are configured to send emails, which then auto-generate Remedy tickets as well.
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# ? Aug 3, 2015 18:34 |
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Ranter posted:For help desk, I inherited and supported an on-prem 'ITIL-ready' service desk tool called ServiceDesk Plus by ManageEngine (an Indian software developer). They offer a free cloud solution, and you can pay money to add 'modules' for CMDB, Problem Management etc and technical support. It's not open source but I didn't hate it: https://ondemand.manageengine.com/service-desk/ I'm evaluating this and also looking into other solutions. Really searching for something with change management and a perpetual on site license. Annual procurements sometimes lag so subscription based stuff often lapses where I'm at (government, outside my control). Anyone have any other suggestions? SysAid is also on the list to check out. Smaller shop, so Remedy is overkill.
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# ? Aug 16, 2015 09:12 |
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For help desk I believe we may go with articdesk for the one time license fee. Been playing with the demo and it's quite nice for how comparatively cheap it is.
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# ? Aug 16, 2015 14:44 |
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For an MSP, you can always look at a PSA setup like Connectwise/Autotask, that tends to roll up service disk, CRM, billing, project management, etc. into one application.
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# ? Aug 16, 2015 19:03 |
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Maneki Neko posted:For an MSP, you can always look at a PSA setup like Connectwise/Autotask, that tends to roll up service disk, CRM, billing, project management, etc. into one application. We're moving to ConnectWise\LabTech for that. I will say though, stay away from N-Able for monitoring. Sweet jesus Some of the most common easy bullshit makes no sense. Autotask seems fine for what we're using it for but there are some weird things like how the timer works for tickets.
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# ? Aug 18, 2015 15:52 |
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Redmine and new relic here. Net cost about $0.
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# ? Aug 18, 2015 21:22 |
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Company is looking to replace a monitoring setup of the following Office: 2 Centreon installs (Nagios backend) set up to monitor critical IT infra & Test/Dev/QA environments, as well as customer prem appliances 1 Cacti instance being used to graph interface statistics and network bandwidth. It's horribly set up. Datacenter: 1 Centreon install (Nagios backend) to monitor all datacenter Infra. It falls over daily, and is suffering pretty badly from the fact that most of the configs are hand maintained, so we have out of date stuff everywhere Our Devs are currently also looking to replace our entire Splunk environment (30-40TB of logs) with some kind of custom graphing/syslog monstrosity they are piecing together from scratch. I really doubt it will go off well, but poo poo, if they can pull it off, props to them. I've been asked to evaluate some solutions to replace the Centreon/Cacti side of things that will act as our alerting & IT monitoring infrastructure. So far I've tried the Shinken (Custom Nagios Fork) as a replacement. It's (relatively) simple to get set up and running, but seems to suffer from the same drawbacks as Centreon, in that it's still a Nagios backend (albiet way more extendable), but it offers almost nothing in the way of graphing (you have to run a separate Graphite install to get graphing, and I've never used it), also doesn't support agents in any way (except NRPE). IMO Nagios is a pain to configure for a non-DevOps person, and our department is really not heavy on the Dev. Manually hand writing Nagios config files makes me want to shoot myself in the face. Our Dev guys say "script something that manages the config files" like it's no big loving deal. We'd like something that preferably can run an agent to collect local stats (and temporarily store them in case of network failure) and report back to some sort of clustered instance (a single instance for monitoring is a huge +++) and has to support security controls (TACADS/LDAP/etc). I'm looking at Zabbix right now (I used it at my previous job, but wasn't the architect) and quite like it. Does most of what we want, and is extendable. I'm also considering just shoving all of our network devices into LibreNMS for graphing/alerting to replace Cacti. FOSS is a + for us, but what out there besides Zabbix supports all of our requirements?
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# ? Nov 19, 2015 10:13 |
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Irritated Goat posted:We're moving to ConnectWise\LabTech for that. I worked in a ConnectWise \ Labtech environment for 2 years at an MSP. It was extremely intuitive and I would recommend it for any MSP. My only beef with Connectwise is lack of custom dashboards. We wanted to have a digital whiteboard of sorts in the office that listed project statuses, priority tickets, long-ongoing issues, stuff that could quickly update the team on what the agenda should look like for the day. Connectwise doesn't offer anything like this. My new environment has a software called ATTACC. The business that made it has disappeared from the planet so we're looking to migrate. We need something super lightweight and simple as this is in-house IT and is mostly used for 1) create / delete users, 2) printer issues, 3) new report requests from our software suites. No project management, no asset tracking, no crazy features offered by most helpdesk solutions out there. ArcticDesk looks really lightweight and is probably my top choice for a trial. Is there anything else light, quick, and easy I should be looking at?
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# ? Nov 19, 2015 16:05 |
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We have a fairly monstrous Check_MK setup for our monitoring, and Jira for our ticketing. We used to use RT. (I miss it, Jira is nice, but it's kind of a hog).
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# ? Nov 19, 2015 16:20 |
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We use Solarwinds Orion for monitoring. It's fairly idiot proof even if the components/upgrade scheme can be somewhat cumbersome. It also has a SOAP API as well as a Powershell module for working with automation.
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# ? Nov 19, 2015 16:25 |
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I've also worked with Connectwise in an MSP environment and would recommend it. It's a good tool that manages to cram a lot of features into itself while still being intuitive (mostly).
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# ? Nov 19, 2015 20:49 |
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I'm looking quite closely at Zabbix for monitoring so am going to keep an eye on this thread so somebody can tell me it's a huge mistake.
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# ? Nov 20, 2015 00:00 |
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Sysaid for ticketing and Opsview for up/down monitoring. The version of Opsview we're using is EOL'd so gonna have to do something about that soonish. Sysaid...it works, thats about all I can say for it. The interface sucks rear end for doing anything other than working on a ticket, it's a confusing mess of ambiguously named menus. Also looking at zabbix like that dude ^^
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# ? Nov 20, 2015 02:03 |
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Judge Schnoopy posted:I worked in a ConnectWise \ Labtech environment for 2 years at an MSP. It was extremely intuitive and I would recommend it for any MSP. My only beef with Connectwise is lack of custom dashboards. We wanted to have a digital whiteboard of sorts in the office that listed project statuses, priority tickets, long-ongoing issues, stuff that could quickly update the team on what the agenda should look like for the day. Connectwise doesn't offer anything like this. We run JitBit for lightweight helpdesk software
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# ? Nov 20, 2015 03:14 |
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We started using Zabbix, haven't had an issue with it and monitors about 1200 servers in a datacenter just fine. We were previously using PRTG (old version and expensive for what we need) but I did like that better. Edit: For ticketing, still using ArcticDesk with no problems. The new version in development will be using Laravel too, pretty excited about that.
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# ? Nov 20, 2015 04:07 |
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Two places ago I was the BMC Track-IT! admin, it was fairly straightforward. Currently using Spiceworks, which is obnoxious but for a super simple user emails in to create the ticket system it works. These host file entries are essential though to cut out the ads and spiceworks community bullshit. If I find a possibly useful link using google, i'll just paste the link into another rdp session. code:
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# ? Nov 20, 2015 13:54 |
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Captain Foo posted:We run JitBit for lightweight helpdesk software Can JitBit do custom fields for tickets? We have departments put in tickets when requesting new reports and they need to be able to fill in the fields they want. I like the look and functionality of JitBit but this is kind of a deal breaker.
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# ? Nov 20, 2015 22:17 |
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A revisit to this. ArcticDesk is working on V2 which looks very promising: http://www.arcticdesk.com/v2/ Coded in Laravel this time Been using Zabbix for a bit now. Anyone using it I urge you to give these two a shot, a much better webui and graphing system. Alerta is bootstrap/javascript very easy to work with. https://github.com/alerta/zabbix-alerta https://github.com/alexanderzobnin/grafana-zabbix Still in the progress of customizing the interface, but I have this so far. Much better!
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# ? Dec 27, 2015 03:23 |
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Opsview is good for a general-purpose setup for a few devices, Nagios, Cacti and SmokePing are good if you have large international WANs. Ticketing I've always used RT because everything else is HTML-laiden poo poo. There are tons of 'managed' 'cloud' thingies if you hate setting up servers but they're all terrible, expensive, or will go away 6 months after you've set them up. I've seen people use spiceworks for everything, and it seems to work if you turn a blind eye to the fact that it now basically owns your infrastructure
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# ? Dec 28, 2015 16:29 |
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Has anyone here ever setup Nagios to read from a Resin server? I know you can do it, but Resin's documentation is kind of vague on how to do it.
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# ? Dec 28, 2015 17:26 |
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Irritated Goat posted:We're moving to ConnectWise\LabTech for that. N-Able isn't that bad... it's a somewhat immature product at the moment, but they aren't bad, just still growing etc. They've changed up their development strategy as well which will hopefully resolve some issues with fixes/enhancements not happening quickly enough. We are currently their largest client and monitor something like 20000+ client machines, it works fairly well, there are a few "gotchas" with how it works, but for the price it does work well. While not free, it is going to be on the less expensive end due to being relatively new in the market (when compared to some other monitoring solutions). As far as ticketing solutions, we rolled our own and it's fantastic (our dev is awesome), but it's obviously tailored to our needs and our clients, plus my company does not want to become a software company, I've already talked to the owner a few times about the potential to market the ticketing system (and make big bucks doing so) if they made it slightly more modular/general, but alas not the direction they want to go in. MF_James fucked around with this message at 17:37 on Dec 28, 2015 |
# ? Dec 28, 2015 17:34 |
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osTicket for help desk, Nagios for monitoring (mostly up/down but after several hours of work I got it to look at a remote raid array too ).
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# ? Mar 23, 2016 04:09 |
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Anyone working with the ELK-stack and/or graphite/grafana?
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# ? Mar 23, 2016 12:15 |
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adorai posted:We use OTRS for helpdesk, cacti for graphing, nagios for interface monitoring, and logstash for log collection and analysis. You are the only person I see who has mentioned OTRS. What do you think of it? I'm playing with a demo right now. It looks pretty slick for a free system.
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# ? Mar 23, 2016 13:24 |
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Beefstorm posted:You are the only person I see who has mentioned OTRS. What do you think of it? I'm playing with a demo right now. It looks pretty slick for a free system. We're using OTRS as well. I think it's great for free, but you're gonna pay once you need someone to start customizing it or making major changes. And then you have to hope updates don't break any of those customization. Change management really sucks though and not user friendly at all. Solarwinds for monitoring, OpenVas + Alienvault OSSIM for more monitoring and vulnerability detection. ghostinmyshell fucked around with this message at 04:33 on Mar 24, 2016 |
# ? Mar 24, 2016 04:30 |
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LochNessMonster posted:Anyone working with the ELK-stack and/or graphite/grafana? Experimenting with it; mixed results so far. I like a lot of what I'm seeing, though
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# ? Mar 24, 2016 13:08 |
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Walked posted:Experimenting with it; mixed results so far. I like a lot of what I'm seeing, though Are you doing a trial and error way of testing it or are you following some kind of tutorial? I'm building a virtual box and see id I can feed it log files to see what I can do with it.
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# ? Mar 26, 2016 08:48 |
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How about Jira Service Desk? Anyone ever use that? Basically I'm looking for a better solution to our terrible OSTicket.
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# ? Mar 31, 2016 16:19 |
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Beefstorm posted:How about Jira Service Desk? Anyone ever use that? Yes; its our primary ticketing system. It's GREAT especially for the price. LochNessMonster posted:Are you doing a trial and error way of testing it or are you following some kind of tutorial? Sorry! Missed this. I have one of our junior admins testing it; he's out this week but I've been meaning to follow up with him and see where he's at and what resources he's using. I'll follow up when I can chat with him.
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# ? Mar 31, 2016 16:27 |
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Throwing my hat on the Spiceworks pile, simple help desk with automatic inventory and scanners. If the integration bothers you they also offer a cloud version for help desk only.
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# ? Mar 31, 2016 16:40 |
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Bias as I used to work there For MSPs or large infrastructures with a hodge-podge of vendor types- https://www.sciencelogic.com/product/solutions (not cheap)
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# ? Mar 31, 2016 16:44 |
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We use Solarwinds for monitoring and ITSM/HEAT for Help Desk and ticketing. Solarwinds is easy to setup and very user friendly, but the web gui is pretty bloated and cumbersome. It provides tons of data that is easily exportable or presented in the form of a graph; management loves it. On the negative side, the product becomes much more clumsy to manage and upgrade as you introduce more components. SAM and NPM will get you where you need to be. If you want router/switch/firewall configuration backups NCM is really solid. ITSM is a bag of flaming dogshit, but it's hard to tell if it's the product or the terrible engineer we have working on it that caused the problem.
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# ? Mar 31, 2016 21:59 |
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# ? Mar 29, 2024 00:55 |
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We are doing ticketing and knowlegebase stuff in redmine; monitoring is all over the place as our internal server guys are fighting monitor tooth and nail whereas the external server guy [me] is a bit more enlightened. Mainly doing new relic here, looking hard at ELK for a few things.
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# ? Mar 31, 2016 23:03 |