Saturday, October 03, 2009
Triage : A web-based help desk application written in Java using Hibernate and ZK libraries
Triage provides interfaces for handling tickets with notes and solutions, full-text search indexing, and allowing for plug-ins which can generate tickets from external sources (for example Asterisk, OpenNMS, Nagios, and e-mail). The initial development is being done on Linux, using the Eclipse development environment. The idea is that as a technician enters a new ticket, the application will present them with previous tickets/solutions which may be related and be able to present a quick answer. This way, knowledge is not lost and can be easily leveraged even with new personnel in the IT work force.