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Because I must work with best IT practices, I decide to install my ticketing and support system. I have known OTRS since 2012. As they claim on their website, OTRS with ITMS satisfies ITIL processes, one of them has to be with Incident Management. OTRS, if installed with the correct add-on, can give support for a DBMS, in other words, it can keep track of your inventory and link dependencies and issues to them. OTRS can be linked to a Nagios system as well.

So, if you invest the enough time, you can have a pretty good ticketing system.

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Caching in OTRS allows you to reuse objects that have been used recently. By default, OTRS has a disk cache. However, this could not be enough if you are planning to do a cluster or you just want to speed things up. Fortunately for us, someone coded the Memcached support. So I will talk about how I did this.

In my very specific case, the VPS where I have installed my OTRS is very slow on I/O operations, so putting a Memcached configuration helped a lot!

Disclaimer: I am not the author of this patch. I just did the .patch file more friendly.

snom_870.png

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Since I have been doing VoIP for a long time now, I think it is a good idea starting to write my experience about using some IP phones. When I talk to people, I always refer myself to this phone as my "trusty SNOM"; in the 4 years I have had it, I can say it has not failed me a single time. With this said, I will talk more about my experience, you can find the tech spec by googling it.

This is the phone I have on my desk for daily use.

First the bad news, this phone has been out of the market for about 3 years. If you want to get one, you will need to get from eBay, Amazon but you will not get it from SNOM directly.