trouble-tickets

How do you encourage end users to fill out trouble tickets?

So, I work in a fairly small IT section. We have a trouble ticketing system that about half of our end users use. Some of my coworkers don't really do much to encourage our end users to use the system we have in place. The end result? Constant interruptions because end users will get us by IM or come to our offices directly for trivi...

Request tracking systems

Hi folks I'm looking for a request tracking system to replace the proprietary one that we use at the moment. I had a quick look at OTRS, but it looks quite complicated to setup and I'm not sure if it will do what I want. These are the main features that I'm looking for... I'm hoping that someone here can suggest a suitable solution. s...