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We too use the GWIsoft package available at:
If you need a reference I can put you in touch with our help desk
coordinator.  She is very sharp.  She likes the package very well.  She
did, however just go through a bitter price discussion about an upgrade.

We were using another package and dumped that for GWI.  That package was
called HEAT and it wasn't Notes based.

We have another package we bought for it's great workflow.
Marketed mainly for quality departments it is composed of many modules
like:  Document control, Corrective actions, Engineering change notices,
APQP, Calibration, Preventive maintenance, and numerous others.  One of
these modules is a help desk package.  When we were having our
disagreement with GWI we evaluated using the help desk package (after all
it's prepaid with the other modules).  However the help desk package
wasn't very robust.

Rob Berendt
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
Benjamin Franklin

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