Moved from MSP to Internal IT - ITGlue Alternative and Ticket System?

219MSP

Hey all, new to this community. I have been working at a MSP for 8 years but just moved on to being a sysadmin/director of IT/wearing all the hats type roll at a growing company of around 100 staff. We expect this growth to keep going and I eventually could see more staff being added on beyond myself. At the moment company I'm at is with a MSP themselves, but we plan to go to co-managed for some time, and eventually go completely internal.

With that said, I want to develop good documentation, ticketing system, and password mangement to start us off right. I was a fan of IT Glue and had a little time with Hudu. One of my old co-workers shared this with me as a free alternative to those products. Are their other Internal IT companies using this product and how has it been? Any Gotcha's or issues you have run into. I was planning on spinning up a Ubuntu VM to host.

wrongecho

Hey and welcome!

Generally the way to do this is just to create a single client, disable the finance module and then set the home/login page to the URL of the your internal client record.

I do this for my lab and it works okay. It's not perfect by any means but once you're in a client it's alright. I've never worked anywhere internal where we'd get the funding for ITG/Hudu so as a FOSS solution it's better than SharePoint or a normal wiki but ymmv.

I'm not sure how many others we have here that use this for internal IT, but hopefully someone else can share their experience.

https://docs.itflow.org/faq/#qis_it_possible_to_use_itflow_for_an_internal_it_department_or_homelab

219MSP

wrongecho

Thanks! I'll check out those links and spin up a host. Hoping for some others feedback as well!

JosephWithCOR

@219MSP I use the software extensively as internal IT. I use it for tracking tickets (to justify my meager existence), assets, licenses, credentials, networks, racks, certificates, documents, files. I don't use the accounting module. Since June 2023 when I implemented I have pushed about 4200 tickets.

Now that assets can be moved from client (department) to client (department) I would suggest for reporting purposes to set each department as a client. This will allow you to track the business unit responsible for wasting / utilizing your time. I am hoping this gets added to the reports someday.

In my instance I track church, state, and IT. So I have three "clients". The church has one business unit. The state has five business units. IT is me. This is where the by department reporting would come in handy.

Where it gets tricky is in asset management because you can only tie assets to contacts. For me, I have a contact "Server Room / Closet in Department:Facility" and have assets assigned to it. "Front Counter in Department:Facility". Even to cars if they have computer assets assigned to Department:Vehicle.

You can't tie products to assets, yet. Maybe someday.

ITFlow is constantly getting better. The developers are very active on this forum and take quite a few of our suggestions and implement.

If you have questions, that's what we are here for.

I hope this helps!

HH-PicazoSol

Were a small 3 person MSP were using IT flow to get organized and start centralizing tickets and projects. We disabled the accounting module, and are getting familiar with the product, For us as Linux isn't our strongest skill set it's a bit of a learning curve but not impossible to learn make mistakes and setup.