Accolades: "Eventum is used by the MySQL AB Technical Support team, and has allowed us to dramatically improve our response times. " answered Oct 6 '14 at 22:26 elder elder elder elder 512 2 silver badges 7 bronze badges Take a look at GitLab. It fulfils all your requirements, it's open-source, and the platform that it's a basis of is a leading competitor to GitHub. You may either use that platform for free or self-host. answered Aug 21 '18 at 18:10 Tin Man Tin Man 269 1 silver badge 7 bronze badges Not the answer you're looking for? Browse other questions tagged gratis web-apps project-management multi-user or ask your own question.
ITIL Based Incident Management Tool | Freshservice Service Desk REQUEST DEMO Track, prioritize, and assign tickets, and automate resolution processes to drive efficiency. Freshservice features to enhance your service delivery CREATE A FREE ACCOUNT All that you expect of incident management Ticketing Dashboard Detailed Ticket View Ticketing Rules 21-day FREE trial. No credit card required Check out our pricing We're the highest rated, most loved Service Desk solution. Gartner Peer Insights Customers' Choice for ITSM Tools SDI Award for Best Implementation for 2 successive years Capterra's Most Popular ITSM Software G2 Crowd Service Desk Software Leader 2018 The Freshservice impact on our customers "If another organization is frustrated with their current ITSM tool and wants a breath of fresh air, then Freshservice is there ready and waiting. " "We've seen infinite improvements in our service desk with Freshservice. Being an evidence-based business, Freshservice helps us drive intelligent decisions by letting us track data. "
An incident management tool lets IT teams categorize, organize and resolve major incidents that result in downtime or service interruptions. It not only aids in the labeling of problems but needs to work with the existing technology stack and fit into the team's workflow. Requirements of an Incident Management Tool It needs to include a way to automate the alerting process to the right person that can effectively deal with the incident. It should also allow seamless and secure communication between incident respondents and support file attachments (i. e., images, voicemail recordings and documents) to provide a deeper context into the incident. Incident management solutions provide adequate reporting and metrics for post-incident analysis, to review team performance and develop plans for continuous improvement. Reporting capabilities include audit trails and mean time to resolution (MTTR) measurement. What to Look for in an Incident Management Tool Agile Alert Delivery An incident management tool must have the ability to integrate with RMMs, PSAs, monitoring tools, IoT sensors and any solution that sends an email.
Although this particular emergency carries a high level of personal responsibility, schools, universities, businesses, and state and local governments - which are most often regarded as reliable sources of information - have an important role to play in keeping communities informed and safe. Rave Mobile Safety's suit of communication solutions are ideal for coronavirus COVID-19 incident management as they can be used to educate people on the safest possible sources of action, alert communities to localized outbreaks, and provide information on when, where, and how individuals should seek medical assistance. For organizations wanting to check on the wellbeing of self-isolating citizens, students, or employees, Rave Alert's geo-poll capability can help you keep in touch with large groups of people remotely in order to identify those in need of assistance. This capability also has advantages for businesses, who can use it to solicit staff availability for vacant shifts caused by other employees self-isolating.
Check the status of incident reports with easily accessible to-do lists and progress notifications. Understand why, when, and where incidents are occurring with automated reports. Identify rising trends by creating relationships between incidents and departments, vendors, or applications with our taxonomy technology. Address trends by allocating resources where you know they'll create the most impact, thanks to objective risk assessments. Provide status updates to senior management with pre-built, highly configurable reports and dashboards. Go the extra mile. We know you love to go above and beyond. Our incident management tools are designed to help you align strategic business goals with operational objectives. By giving you an enterprise view of your risks at all times, LogicManager not only drastically reduces the time and money you spend on your incident management solution, it helps you make an impact on company success. We're along for the ride. When you sign on to LogicManager, we pair you with a team of advisory analysts who are as invested in your success as you are.
It fulfils all of your listed requirements. Requirements You can create tickets Categorization is made with skills, products and sites Priorities for issues can be chosen You can add comments and see the history of the incident Ticket tracking is possible It's open source and free Environment Supports more than 50 users Server side runs on Windows, Unix, Linux and Mac Client is a webapp. answered Feb 26 '14 at 8:06 Nicolas Raoul ♦ Nicolas Raoul 18. 5k 11 gold badges 49 silver badges 135 bronze badges 2 I agree with Customizer's suggestion of Redmine. Our team has been using it for years and it's worked out great for us. Just so you know, you can go to Digital Ocean and quickly spin up Redmine with their one-click install. Might be quicker than installing on your own server for testing. answered Mar 9 '16 at 16:18 We are using Eventum for both customer support tickets and development issue tracking. Creation of tickets - a click away Ticket categorization - check Ticket prioritization - check Comments on tickets - set it initially, editable afterwards Ticket tracking - check Gratis - check Environment: User > 50 - no problem Server should run on Linux (but Windows suggestions are accepted) - Linux; requires MySQL and PHP, so it is quite easy to customize Client should be a web-app - I added a few screenshots for your convenience: Here's a short presentation: slideshare.
5. Procedure Tracking With proper procedures in place, an organization can anticipate issues that are likely to arise from their applications. These scenarios should be documented ahead of time. Troubleshooting, mitigation, and remediation information should be documented and surfaced for the team. The procedure can also include a checklist of duties — one that lays out who does what, and includes emergency numbers and who is on-call. If resources are available, a tabletop exercise of a mock outage is extremely helpful in identifying gaps before a major outage occurs. Then after a firefight has occurred, debrief with the team in a post-mortem and improve your procedures. There will be another outage, and any additional information you can add to your process will speed recovery. As with the other above items, it is possible your local architecture will become unavailable, so storing these procedures on an externally hosted repository, or automating it with a solution such as PagerDuty, is preferred.
Adaptable: Things like integrations, workflows, add-ons, customization, and APIs all open up the possibilities behind the product. You may want to get started with an out-of-the-box configuration, but as your practices and processes mature, you'll want your tools to be flexible enough to support changing needs. Our recommendation: Jira Software
If a company allocates the necessary time and resources to deploy a reliable incident management system, it can reduce the risk of downtime that otherwise can damage a company's brand reputation and bottom line. Perhaps most important, effective incident management helps a company lower the time and costs associated with managing both minor and critical IT incidents. Why Do es Your Business Need an Incident Management System? To better understand the importance of incident management, let's consider the following results from a study of IT professionals conducted by critical infrastructure equipment provider Vertiv: In 2016, the average unplanned outage totaled 130 minutes, up 9 percent from 2013. Meanwhile, the average partial downtime was 64 minutes in 2016, a 12 percent increase from 2013. On average, companies spent a minimum of $926 per minute of unplanned outage in 2016, and the average maximum cost for a minute of downtime totaled $17, 244. The total average cost for data center downtime reached $740, 357 in 2016.
In most instances, a company will use an incident management team that works in conjunction with a service desk. If a service is disrupted or stops working, the service desk generally serves as the first point of contact. Then, the service desk will communicate with an incident management team to find ways to restore the affected service as quickly as possible. Oftentimes, incident management is mistaken for incident response, but it is essential to note there are many notable differences between the two. Incident management focuses on doing whatever it can to help a company overcome a service disruption, incident response performs root cause analysis of an incident. Incident management may perform a temporary fix to repair an interrupted service, while incident response will investigate an incident, find out why it happened and act accordingly. This prevents a one-time incident from becoming a recurring problem. Believe it or not, incident management may dictate the immediate and long-term success of a business, and perhaps it is easy to understand why.