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My company is sort off at a stand still when it comes to our technician ticketing and inventory system. We currently use Numara TrackIt! - which isn't cutting it to say the least. Dell recommended KACE, but it's web based which is what we would like to avoid. We need a good ticketing and inventory system with the following:

  1. Server/Client setup
  2. Client supports XP/Windows 7 Ent.
  3. Web Based as well as Client is a plus
  4. Technician ticketing
  5. Active Directory integration
  6. Inventory System (Asset tag tracking etc/PO tracking)
  7. Exchange integrated - when tickets are made you have an option to send to the requester.
  8. Something that will scale well

Please, if anyone is a Systems Admin or has knowledge regarding use of a great ticketing system please let me know. We have a large international corporation - price honestly isn't an issue. Keep in mind this will be mainly used for technicians to create tickets, enter inventory(track PCS) and possible even an option to track purchase orders. We want an enterprise level ticketing system with these capabilities please help!

Thank you.

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You may want to define your helpdesk requirements closely - do you need ITIL compliance for example? How much customisation of the system are you prepared to/pay for prior to deployment (a lot of true enterprise systems need a lot of customisation before they are worthwhile over and above simple 'ticket tracker' systems). Just saying "Enterprise Level" isn't enough to help people specify a great system for you. You seem to be paying more attention to system requirements than what the system will actually do for you. As for client, most of them are web based these days, for better or worse. – DJ Pon3 Jan 20 '11 at 12:25
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migrated from stackoverflow.com Jan 20 '11 at 11:47

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2 Answers

up vote 1 down vote

HP OpenView Service Desk

I haven't used the above extensively but it seems to have the features you are after.
there is another one which may be useful :

http://www.frontrange.com/
HEAT (Service Desk)

It will also be good if you could get in touch with the above vendors with your requirements and they can assist or provide alternate solutions to your scenario.

Hope that helps

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up vote 0 down vote

Request tracker. http://bestpractical.com/rt/

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