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.
For starters, I will talk here how I installed. Since I am an ISPConfig3 fan, there are some particularities in the installation process.
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