How Do You Manage Requests in Your Organization?

StormShadw asks: "How do you manage IT requests in your organization? There seems to be a lack of software solutions specifically designed to track requests. Most that I've been able to find are either problem tracking systems or bug tracking systems, neither of which completely fit the 'request management' model. I work for a large bank and my department supports all of the internet web presence and online banking applications for the company. We receive hundreds of requests a week (my department has 51 people in it), typically through a variety of mediums (phone, email, hallway conversations). It's impossible to manage all these efficiently when there is no centralized system. What's the solution? What do you all use?"

"There is a 'workflow' aspect to many of these requests: we do our thing, then pass it off to the UNIX admins, firewall folks, or DBAs to process another portion of the request. Ideally, I'd like to have a web based system where our customers (internal lines of business) can submit their requests, get status, etc. We would also manage a queue of work through a web interface, assigning requests internally or to other teams we work with. Email notifications could be generated when requests are completed."

Comments

RT

[jdepons]

We use request tracker. http://www.gnu.org/directory/rtracker.html

Hallway conversations

[dagnabit]

I just let people ask me questions in the hallway on my way to the break room and stuff. Then I use my superior intellect to forget it all anyway.

If it's really that important, they'll keep bugging me about it until I do something. If it wasn't important, I didn't need to worry about it in the first place.

Request Tracker

[chennes]

Funny you should ask: I just set up Request Tracker this afternoon. While it probably fits more into the bug-tracking genre than anything else, I use it as a TODO list, a wish list and a bug tracking system. It is very easy to use, and setting it up isn't TOO painful. It is quite powerful (I use a MySQL backend) and completely cross-platform (its main interface is web-based). It has great e-mail integration, and your customers will be able to check the status of their report as it makes its way through the system. In addition, it's free, with support available for a fee.

Re:Process this

[xanadu-xtroot.com]

I just tell anyone who needs any work done from me to file it in our intranet bugzilla site. Tracks status, assignment, etc.

> My computer's down...

Send me an email.

Remedy

[Wetkarma]

We used a customized version of Remedy where the user enters his problem via a web interface. The requests are automagically passed to the right department, and assigned to an individual tech. The tech works on the problem, making notes in the "work log" of the ticket, and finally closes it out. At this point the user receives an email stating (confirming) his problem is solved, and depending on the department they get the option to fill out a survey to ask how their experience was.