We use Help Star here. Does everything you asked for. There is also a purchasing module which is also very handy as it helps me track my IT purchases. Dell KBOX does it similarly as well. We use a KBOX for PC management. It comes with a Help Desk module an we are testing that as well.
>>> "Paul Hutchings" <paul.hutchi...@mira.co.uk> 9/11/2010 12:39 PM >>> The software that our Help Desk use is reaching EOL and the vendor has quoted crazy money to upgrade to the latest and greatest, so I’ve been asked to take a look at what’s about, and there’s a lot about hence I’d appreciate any personal recommendations. Our list of requirements is pretty simple, a web interface would be nice, the ability to automatically log requests from email would be nice as would being able to update a ticket and notify the requester by email. Also some sort of workflow i.e. if a ticket is opened for “New Software Order” you can’t close the ticket until you check off the “Action 1” and “Action 2” tasks. Also being able to pull info from SQL would be good i.e. it would let you pick “Asset ID” from an existing database field. We’d also like it to be able to hook into AD/LDAP to help you pick the user who’s creating the ticket, though also being able to enter a random name is a requirement (could be an onsite customer). Not really concerned whether it’s commercial or open source, something that runs on Windows would be preferable, we already have a SQL server. Thanks very much, Paul MIRA Ltd Watling Street, Nuneaton, Warwickshire, CV10 0TU, England Registered in England and Wales No. 402570 VAT Registration GB 114 5409 96 The contents of this e-mail are confidential and are solely for the use of the intended recipient. If you receive this e-mail in error, please delete it and notify us either by e-mail, telephone or fax. You should not copy, forward or otherwise disclose the content of the e-mail as this is prohibited. ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ --- To manage subscriptions click here: http://lyris.sunbelt-software.com/read/my_forums/ or send an email to listmana...@lyris.sunbeltsoftware.com with the body: unsubscribe ntsysadmin Confidentiality Notice: This e-mail message, including attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ --- To manage subscriptions click here: http://lyris.sunbelt-software.com/read/my_forums/ or send an email to listmana...@lyris.sunbeltsoftware.com with the body: unsubscribe ntsysadmin
