RE: IT Request Tracking software (not change management)

Hi, all. At Keystone College, we use Liberum, another free open source
app. If you have a Microsoft-centric network (i.e. AD, all users on the
domain, and an IIS server available), Liberum works with integrated
windows authentication, so there is no need for users to "log on" to it.
Its forms are nice and simple, with appropriate e-mail notifications
every time something is touched. Data is stored in an Access database,
which makes for easy reporting. The system is written in ASP code,
which is pretty easy to tweak. The functionality is very basic, but
that's what I was looking for when we went with it. A pet peeve I have
with most helpdesk systems is that the forms are so "busy" that people
don't want to take the time to fill them in and, instead, call in/e-mail
their problems (or use other machinations in order to avoid using the
system).

There have not been any new versions of Liberum in a long time, but that
does not diminish its usefulness in any way...

Cheers!

- Charlie

-----Original Message-----
From: midrange-l-bounces@xxxxxxxxxxxx
[mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of Bob Cagle
Sent: Thursday, March 26, 2009 5:58 PM
To: MIDRANGE-L@xxxxxxxxxxxx
Subject: IT Request Tracking software (not change management)

Not sure if this is the right forum for this - it is related to the
management of a Midrange shop:

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.)

I could roll my own, but surely someone else has already done this for
IT/Helpdesk software. I've looked at quite a few solutions and haven't
found one yet that does this.

Does anyone have any suggestions?

Thanks
Bob Cagle
IT Manager
Lynk, Inc.