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From: Alan Campin
with all the zillions of free open source help desk software available
the people in another division actually wrote a new help desk system
from scratch ...
I can't explain why their new system had fewer features. Maybe they ran out of time. But I had a number of valid reasons for writing one from scratch:
Integration with Web Portal user profiles - authentication, authorization, and access. No need to maintain a separate user profile database, or separate authority database. Authentication against IBM i user profiles & passwords. Utilize IBM i password rules.
Performance - much quicker response times.
Better keyboard navigation and function.
Integration with time entry system, so that open requests simply appear in your drop-down list when filling out your time card.
Integration with CRM system.
Integration with billing system.
Integration with financial accounting system.
Integration with project management system.
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