Re: IT Request Tracking software (not change management)

[Nathan Andelin <nandelin@xxxxxxxxx>]

> From: Alan Campin
> with all the zillions of free open source help desk software available
> the people in another division actually wrote a new help desk system
> from scratch ...

I can't explain why their new system had fewer features.  Maybe they ran out of time.  But I had a number of valid reasons for writing one from scratch:

Integration with Web Portal user profiles - authentication, authorization, and access.  No need to maintain a separate user profile database, or separate authority database.  Authentication against IBM i user profiles & passwords.  Utilize IBM i password rules.

Performance - much quicker response times.

Better keyboard navigation and function.

Integration with time entry system, so that open requests simply appear in your drop-down list when filling out your time card.

Integration with CRM system.

Integration with billing system.

Integration with financial accounting system.

Integration with project management system.