Which ticketing system does your NOC use.

We are currently looking into going from something in house, which does everything we need but the code is old and has demons in those lines, to something off the shelf and would require less dev time.

However we looked at a lot of ITIL based systems and it seems that ITIL works differently then how we work.

ie... ITIL is Many to One (Multiple Incidents that roll into a Problem).

These ticketing systems often do not allow multiple people or organizations public access to view the tickets, instead they should each have their own incident.

We however work on a one to many concept.

ie... Fiber break, we know the problem.. now we need to inform ALL affected. Preferably without looking up each individual Org.

Our current system does this. We get alerts through Zenoss, we open a ticket on the alert, we check a button next to the node that says "Notify Orgs" and it populates the ticket with all the Members that are affected by said node.

This works for maintenance also. One ticket to many people. The logs can then be shared publicly to all Orgs, just specific orgs, or kept private.

I guess I am looking for something that may work similarly if possible and am interested in seeing if anyone made a similar jump.

Thanks in advance.