"A web-based project (perhaps written in PHP or Perl) would be ideal (accessible from anywhere with a browser), and should include access for a secretary (or tech) to enter workorders; techs to access, modify, update, and close workorders; techs or management to track both tech productivity as well as history on individual machines (and servers, routers, switches, etc..). Additional nice features would be a searchable knowledgebase, so even the average user could attempt to troubleshoot a problem; other types of summaries and statistics; email reporting to techs of workorders they have to complete; a user-accessible interface to enter their own requests for help that techs could turn into workorders. I have seen commercial solutions to this, but being budget-limited and free software-concious, I'd rather go with something free. I know handling calls and delegating work is a must for any reasonably-sized IT department; how do other shops handle this? Anybody know of such an open source package out there?"
kchayer asks: "I'm looking for an open-sourced system we can use to track workorders for help and problem requests on campus where I work. It seems that all products with similar functionality are designed more for bug tracking and correcting in the software development process: dcl, bugzilla, request tracker (not exactly what I want, or fully-featured enough), to name a few. While those are nice programs, and can be fudged to do what I want, I am interested in something specifically designed to track requests for help solving computer problems among students and our various staff/faculty departments on campus."