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Looking for recommendations for help desk ticketing and change management system. We have used Cherwell and Remedy and in my opinion, both are painful to use.

A few points we are looking for:

  1. Minimal clicking through menus to open and close a ticket.

  2. Easy searching

A. Example, show all tickets closed by “User1” in this date range 01/01/2022 through 05/05/2022)

B. Example, show all closed tickets assigned to me containing the text “reboot”

  1. CAB, RFC, Change Management, whatever you want to call it, some type of process that allows managers to approve/deny deployments and review them in weekly meetings

Any recommendations? What do you like/dislike about it? If there are other Spiceworks discussions that cover this topic, please feel free to share them here.

Thanks for your time!a

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I would recommend using Service Now, we use that, and seems to cover everything your looking for and then some… it integrates into SSO and AD and has many features andbells and whistles if you know how manage it and have a developer that can handle all the request onsite or work with a SNOW dev. team for your environment

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We are running Solar Winds Samanage Service Desk

It has the ability to do what you describe. I don’t manage it (I have a Cloud Systems Admin for that) so I can’t speak to how the design/management experience is. AD SSO, workflow with approvals, change management, tags on tickets. It is cloud-based if that makes a difference for your needs.

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I have used a couple, I hear good things about Solarwinds as AdmiralKirk stated and provided a Link.

At present, I have only used the following:
Spiceworks Ticketing
Numara Track-IT
Both are pretty good, However, with Spiceworks getting a Community to ask Tech related questions from simple stuff, to custom T-SQL(Transact Structured Query Language) ideas, that part is AMAZING!
Best of luck,
-Mike

@kirkireton

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Jira does all that.