Question about IT management software-2

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Hello, I am just wondering if anyone knows of some software avialable for IT departments, that say is accessable to users through a company intranet site where a user can go in and log an issue or problem with thier system which goes into a database, then once the issue is resolved the user can go in a close out thier issue. It doesn't nessecarily have to be accessed through the intranet site some sort of small desktop application would work as well. But once they log an issue, they can go and check the status of it, it would help IT departments track and keep an eye on issues or common issues, it would help management monitor the IT department and it will help users giving them the assurance that thier issue is being resolved and they an close the issue once it is resolved. My company only has about 50 employees so it doesn't have to be anything huge. Any ideas? Or does something like this exsist?

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An excellent package for IT Service Departments is Remedy Service Management. It is from GE and is a modular system that you can structure to suit your needs. You can call them at (877) 443-2487 and they’ll put you in touch with someone who can help you.

WARNING-
Once placed in use, you can become very dependent on it…but that is a good thing!!

BTW-
I am not an agent and get nothing for the recommendation, I just really like the program.

Discuss This Question: 21  Replies

 
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  • Rladams
    Check out http://www.remedy.com/ REMEDY is very powerful and is modular so you can grow it with your needs. I am not an agent and get nothing for this endorsement...I just really like the program!!
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  • Dks2809
    I like Intuit's Track-It system. You can download trial software from their website at http://itsolutions.intuit.com/Track-It.asp
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  • JCDOIT7
    TrackIt! Works great and is easy to setup. On top of that it is a whole cheaper than Remedy
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  • JCDOIT7
    TrackIt! Works great and is easy to setup. On top of that it is a whole lot cheaper than Remedy
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  • Nassermortazavi
    There are actually many softwares that do what you are looking for. They can be categorized as Help Desk or issue management software. I have used a few of them. Remedy is a good one, but you need a lot to customize it. You almost have to hire people to implement it. Another great software is called TeamTrack. It is by a company called Serena Software. www.serena.com. It is lite and can handle issues for a small company to a large one. Its interface is web based and can easily be customized for your particular situation. BTW: I am not affiliated with either.
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  • Nassermortazavi
    Also besides Remedy, Teamtrack, there is also Clearquest. It is also a good one, but may not scale to a large organization.
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  • Fireblazer
    I know for sure there is an issue management freeware called "eventum". You will need to go to Google to search and download. The software can be setup on a web server and can be integrated to mail servers. We use it and it is very effective. Regards
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  • BlueKnight
    You might take a look at Frontrange's HEAT, it probably does what you want and more. Users can log issues, anyone authorized can check status, reports can be produced etc. See http://www.frontrange.com/
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  • CURTSCG
    A workflow app that is good for only one thing is not a good Idea. Get yourself a solution and a new skill at the same time. Look into creating some Exchange workflow options with customized forms in Public folders. Possibly Sharepoint or MSCRM which is very task oriented. The task can be assigned to teams and alternate problem solvers for issues based projects or customer problems. After all, your users are your customers in a sense. The software was created for Customer Relationships so it could be used for projects and support issues. If fact we are using it for support issues now. It is web based and it is also Outlook based. Hope this helps. /:>
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  • CURTSCG
    A workflow app that is good for only one thing is not a good Idea. Get yourself a solution and a new skill at the same time. Look into creating some Exchange workflow options with customized forms in Public folders. Possibly Sharepoint or MSCRM which is very task oriented. The task can be assigned to teams and alternate problem solvers for issues based projects or customer problems. After all, your users are your customers in a sense. The software was created for Customer Relationships so it could be used for projects and support issues. If fact we are using it for support issues now. It is web based and it is also Outlook based. Hope this helps. /:>
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  • CURTSCG
    A workflow app that is good for only one thing is not a good Idea. Get yourself a solution and a new skill at the same time. Look into creating some Exchange workflow options with customized forms in Public folders. Possibly Sharepoint or MSCRM which is very task oriented. The task can be assigned to teams and alternate problem solvers for issues based projects or customer problems. After all, your users are your customers in a sense. The software was created for Customer Relationships so it could be used for projects and support issues. If fact we are using it for support issues now. It is web based and it is also Outlook based. Hope this helps. /:>
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  • Nvus1too
    We use HEAT in my current workplace. Not that it is a bad product, it gets the job done and is very effective. However :) GetSmart is a knowledge management system that integrates with most of the top call tracking applications and has helped over 400 customers resolve issues faster and with greater consistency. It is a product offered by a company called NextPage. A much better product than HEAT is as it can be used online as well, when a user wants to make an email request, while it is sending, it will offer suggestions based off of the problem, from previous call tickets, a solutions which the user has at their own hands.
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  • Animesh
    Hi, If all the users are internal, and you dont have a problem with a linux solution, why not use Bugzilla? You can customize it to hide some of the fields that you dont need. Animesh
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  • Animesh
    Hi, I mentioned Bugzilla as freeware. If you are looking for a web-based hosted solution, try Gandiva, www.gandiva.com. It is pretty neat, and not too expensive, but I may be biased as I work there. Animesh
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  • C182JJohnson
    We use a product called Remedy. It's owned by BMC. There are lot's of "HELP DESK"/Problem Management systems out there. Key to succesful use of any of these is good planning up front, desciplined use by everyone, and management commitment to using the selected software for all IT/Network problem management. To look at some of the systems available I'd search the WEB for HELP DESK and problem tracking software.
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  • Raymond36
    We are using Affiniti eTeam from Aldon Computer Group. It is web-based and works with your mail server for notification. Authorized users can get in and edit/resolve issues. We also use it to track other projects. It requires a bit of configuration, but it works okay for us.
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  • PeterMac
    There is also a product called "CERBERUS" Don't have much experience of it myself, but is used by a lot of people for helpdesk support. Can handle incoming mail automaticaly, and allows searches to check if problem has been raised before.
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  • Tronsan
    Our company has approx 500 users. We (the IT-dept./HelpDesk) receive issues from users by e-mail or phone, have a dialog, if necessary, to get a clear understanding of the problem and then put the issue in the HD-system (called Intentor Helpdesk) for further processing. Intentor is integrated with Outlook, so that the one selected to be responsible for the individual issue gets an e-mail from Intentor. The Intentor database works as a knowledge system, as long as the description of both the problem, the consequences and the solutions are well formulated. You can scan for keywords, and you can enter all the inventory per user. I.e. it's also an asset mgmt system. The price is reasonable. Lots of info on the web! Our users have not access to the HD database, so we have to be disiplined about giving feedback to them as quickky as possible.
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  • Mks3rd
    If you are using Exchange or Lotus there are data base tools in either one that can help you draw up an enterprize wide help tool. Just make sue that you lock down the responses so that someone can't say that a problem record has been fixed until it has been reviewed
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  • LoudSinger
    I have seen GWI used for help desk issue tracking and resolution. It allows you to set up rules so that different types of problems can be referred to the right people automatically, and closed by whatever criteria you wish. The vendor will also send someone in to help you set it up to suit your purposes.
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  • Madkahuna
    If you are a Notes/Domino shop then I would recommend GroupSoft HelpDesk www.gsft.com. Their software is very good and it runs a lot faster than GWI's software on Notes/Domino. It all comes down to what you need and how much money you have to spend. Most systems out there use some sort of database backend. Just be sure that you do not have to do any maintenance on that system if you do not know anything about that RDBMS system. Good luck
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