Re: IT Request Tracking software (not change management)

On Thu, 26 Mar 2009, Bob Cagle wrote:

What do you use to keep track of your IT requests and then provide
status reports to your superiors? I am a 1-person IT shop and have
tried several different methods - Excel, Outlook Tasks, etc. What I
really need is a system that includes the ability to assign notes to the
request that are date-stamped, and then allows a report to be printed
that only shows those requests & corresponding notes within a selected
date range. (If you know ACT, the popular CRM package, it has a similar
report available for notes attached to a contact.)

We use foswiki for this. Using a wiki allows us to set up any structure we want. Changes to a task are tracked by user and time. Since foswiki uses RCS we can even rollback changes if we need to. We can attach any files to the task. We use a form that indicates priority and completion status. Martin Rowe helped us set it up and we are extremely happy with the results.

James Rich

if you want to understand why that is, there are many good books on
the design of operating systems. please pass them along to redmond
when you're done reading them :)
- Paul Davis on ardour-dev