My usual server OS is Ubuntu's latest LTS. In this case, 16.04LTS. The problem is, it ships with PHP7, and osTicket doesn't play nicely with that. There is a good tutorial over on Chubbable that's worth checking out: https://chubbable.com/osticket-install-guide/2#ubuntu-based
Have a look at that if you want to install it - it's pretty straightforward.
So my impression of osTicket is that its pretty good. The interface is reasonable intuitive and I've set it up at home to manage the stuff I'm going (but mostly just to play with it). There is a client interface and an agent interface. The Agent interface gives you access to tickets and tasks. Tickets are the top level action, tasks are a part of tickets. In this way, some basic project management can be applied. Here are a few different views that are available:
|osTicket Task view - got some work to do on NFS No Limits!|
So why not migrate to osTicket? The ability to capture time in osTicket seems to be hideously complicated to implement. Perhaps I need to do more research into that, but in OTRS its pretty straightforward. For a company just interested in getting things done, then the time capture isn't so important, but for us - its a big part of the job being completed. Reporting is still something I need to investigate. The reporting in OTRS is great (once you get your head around it) so I'll be interested to play with osTicket a bit more and see how it goes. Stay tuned for more updates...!