Re: IT Request Tracking software (not change management)

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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