OpenTicket functions as an incident manager, handling trouble-tickets and
providing a mechanism for the resolution of all incidents. More specifically,
openTicket serves as the Service Desk interface and handles the life cycle of
incidents and service requests. The focus of openTicket is speed and
efficiency. Unlike other call-tracking tools which offer a plethora of text
fields, pull-down menus, and associated data, openTicket's interface is
stripped down as much as possible without sacrificing key information. The
benchmark used to determine efficiency is the 30-second test. If you know the
user's name and you know the issue, it should take no longer than 30 seconds
from the moment you begin looking up the user to the moment the ticket
(including all relevant information) has been created and entered into the
database.
