Date: Thu, 14 Oct 1999 18:06:41 -0700 From: Deepwell Internet <freebsd@deepwell.com> To: freebsd-isp@freebsd.org Subject: Trouble ticket software. Message-ID: <4.2.0.58.19991014175047.00cefd40@mail1.dcomm.net>
next in thread | raw e-mail | index | archive | help
I'm thinking of developing a trouble ticket system for an ISP. I just thought I'd check here and see if anyone knows of a solution I could use to do this without writing it from scratch. More often than I would like we notice a trend in problems. When we pinpoint it we see that we are getting calls from customers from a certain switching office (or group of switching offices). We call out telco (who is not the same telco as these switches we see trouble from) and open a ticket. First, they fight us and say that the problems aren't theirs. Then, when they finally acknowledge the problem they want information about the prefixes of the affected customers, etc. I'd like to develop a trouble ticket system that is a little more proactive. I'd like to make a system that starts with the customer call. The person answering the phone inputs the ticket and classifies it as, for example, a "frequent disconnect" problem. The call gets logged into a database. Since we know the customers prefix we can tell which switch they are in. The system could break down reports about the types of customer problems and the regions. It could report on a sudden increase in disconnects or low-connect-speeds above what is normal for a given switch. Then, I could print a list of telephone prefixes for those customers to send off to the telco. Finally, when the telco resolves the problem, we could give them a quick call to give them the green light, and then close their ticket. Also, it would be nice if this machine also parsed the radius accounting data. That way when a customer says something like "My connection speeds have been low for the past 3 weeks" we can actually look and see if it corresponds with the dates of others having trouble. I'm interested in making a system like this, or adapting an existing system to do this. If anyone knows of a system like this I'd like to find it. Otherwise I'd really like to get your input on how to tweak this to be useful for others. I'm considering making it a GPL product. -Terry Ewing Deepwell Internet To Unsubscribe: send mail to majordomo@FreeBSD.org with "unsubscribe freebsd-isp" in the body of the message
Want to link to this message? Use this URL: <https://mail-archive.FreeBSD.org/cgi/mid.cgi?4.2.0.58.19991014175047.00cefd40>