You folks are full of good ideas, so here’s my latest question. I’m rethinking workflow for my group of 20+ admins, so the customers we interact with have a nice single point of contact and the admins have a good idea of what’s in the queue for work. I’m looking for tools to help us. How we’ve lived this long without something to help us is a real wonder.
The tool needs to be able to accept email and web-based requests. It would be nice if it could have some logic in it so that the customer could help direct who gets the request by choosing the OS and (perceived) priority. It should be fairly lightweight overall. I don’t want to have to slog through a ton of pages to close a ticket, or spend longer on the administrivia than the request took to complete.
There’s the venerable RT. What else is out there that’s cool, easy to use and run, and helps more than it hurts?