RE: IT Request Tracking software (not change management)

We use LiveTime (www.livetime.com) service management - not open source
but a J2EE application that is supported on all sorts of platforms, all
sorts of app servers, and all sorts of databases. We use our iSeries
and WAS express.

It covers ITIL and SOX pretty well so it documents all steps of a work
flow very well. Visibility (reporting) into the system is very good out
of the box.

Michael Crump

Manager, Computing Services
SGCI
1509 S. Macedonia Ave.
Muncie, IN 47302

765.741.7696
765.741.7012 f




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-----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.