Figure 3 shows a screenshot of IRM's tracking system. The next package I would like you to sample is called Request Tracker . Request Tracker is the brainchild of Jesse Vincent, who, along with his faithful helpers, Deborah Kaplan and Mary Alderdice, has created a great support desk system. Unlike IRM, Request Tracker steers away from the complete inventory management model and concentrates on the support queue. Essentially, it focuses on the life cycle of a problem as submitted to any support desk.
Calls come in, get assigned, worked on, then resolved and closed.
Using the administrative access, you can add new message queues. For instance, I created a separate queue for generic requests, one for hardware problems and one for application specific requests. The main interface is the support queue itself. From there, it is possible to view requests, sort them according to personal or job preference, update, follow-up or close them. You can even set the queue to refresh on a regular basis so that you will always be aware of new calls coming in.