HelpDesk/Change Request System

[mos-eisley]

I hope this topic is ok - I actually did not know where to put it, sorry!

We are looking for a HelpDesk system to repleace HP Service Desk, with similar features to "HostMonitor" - primarily that is:

1. A reasonable price
2. Support affordable
3. Under constant development/support

The system must handle jobs as Help Desk and Change Requests. Other nice fautures would be stuff like AD (LDAP) support.

We are quite open for suggestions, as the HP Service Desk is performing pretty bad

[KS-Soft Europe]

Hm. It is hard questions because it is not so easy to choose appropriate ITSM system. It depends on level of your company and requirements, that ITSM system should match in order to satisfy your needs. The similar software from Tivoli and Remedy are pretty expensive.
Probably, you may try OTRS. OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. http://otrs.org/
Also you may try Jira: http://www.jira.com/index.html
Jira is not free, but fairly interesting.
"HelpDesk Advanced" also looks pretty powerful: http://www.pat.eu/prodotti/helpdesk-eng.php

And the last: if you do not know what to choose - you may try Bugzilla: http://www.bugzilla.org/
Bugzilla is free open source system, that might be used either as bug tracking system or as ticketing system.

Hope, my suggestions above will help you to make a right choice.

Regards,
Max