Burning Ring of Fire
I could eat sixteen Taco Bell spicy chimichangas and crap a better help desk system than FrontRange HEAT. This is the second company I've worked for that's blown the $30,000 for the HEAT Suite, and (big surprise) it doesn't work. Even when it does work, it's the most unusuable, clunky, poorly designed POS I've ever used.
This isn't true of most fields, but the trouble ticket tracking service space is completely and totally 0wnZ0r3d by Open Source software. It took me three days to get Request-Tracker on Debian up and running, and that's mostly because of the profoundly stupid lack of documentation resulting in some Apache module conflicts. (Compare to 3 months trying to get HEAT working properly).
If you're a Windows CIO or IT Manager and you're looking at spending money on HEAT or Remedy or any of those things, STOP right now. Install Uniform Server on Windows Server 2003, drop Request-Tracker on it, and spend a grand or two on a decent perl coder to customize it to suit.
This isn't true of most fields, but the trouble ticket tracking service space is completely and totally 0wnZ0r3d by Open Source software. It took me three days to get Request-Tracker on Debian up and running, and that's mostly because of the profoundly stupid lack of documentation resulting in some Apache module conflicts. (Compare to 3 months trying to get HEAT working properly).
If you're a Windows CIO or IT Manager and you're looking at spending money on HEAT or Remedy or any of those things, STOP right now. Install Uniform Server on Windows Server 2003, drop Request-Tracker on it, and spend a grand or two on a decent perl coder to customize it to suit.