I use RequestTracker (RT) from BestPractical.com. It is open source. I have it setup to submit tickets via email. Although you can do web-based request. You can also run and export reports in csv, xls, or pdf format which may give them the spreadsheets they like.
also the system supports multiple queues so you can setup on for tech and one for sales and assign seperate rights to view/edit each queue. On Thu, Jul 15, 2010 at 1:21 PM, Nancy Sullivan <[email protected]>wrote: > We are using OTRS (Online Ticket Request System) for our IT staff, and > have customized a webform for requests that dumps directly into the system > when users have a trouble ticket. Our Marketing staff wants something > similar, but is not happy with the way OTRS operates (they think it is too > complex). > > > > What other (preferably open-source) alternatives are available to track > tickets? Specifically, Marketing is wanting something equivalent to the > excel spreadsheet that the secretary currently keeps, but she wants to see > the following: > > > > What the job consists of (details) > > Who is currently responsible > > When the job is due > > What deadlines are imposed, if any – for proofs and so forth > > When the job is sent to the printer, if required > > When the job is sent to the webmaster, if required > > When the job is “completed” > > > > And of course, she’d like for this to be searchable and sortable, and be > able to be color coded by person responsible. Oh, yeah, and they want to be > able for people to input some of this info themselves via a webform… > > > > Thanks in advance, > > > > Nancy Sullivan > > Tech Services > > Richland Community College > > > > > > _______________________________________________ > Tech-geeks mailing list > [email protected] > http://lists.illinicloud.org/cgi-bin/mailman/listinfo/tech-geeks > >
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