Date: 11/20/07 (IT Professionals)    Keywords: software, web, microsoft

Hello,
I work for a fairly large university, and we're in the market for some new
help desk software. We're currently using a free(?) software package called
SomeHelp based on Microsoft Access. We local IT grunts like it for what it
is, but the big man upstairs does not and our users can't access it.

Here's what we need:
-An interface, preferably web-based, where users can submit support tickets.
Brownie points for user-friendliness.
-An inventory system, where we can track our assets and their maintenance
history, and perhaps some kind of report on them (the boss wasn't specific)
-A product where reliable and dedicated support is available if necessary
-LDAP connectivity is a plus but not a requirement

The product does not necessarily have to be free, though it can't be too
costly. We were recently eyeballing Track-It, but the manager did not like
the $8000 a year price-tag. He does not like Remedy for some reason (didn't
ask why). I got a copy of Bugzilla running locally, but getting it to
behave like helpdesk software is tricky; I might understand it, but our
users definitely will not. Any suggestions? Thank you all.

~Elliot

Source: http://community.livejournal.com/itprofessionals/71273.html