I'm convinced that we need (as a school that is) some kind of tool for implementing a support request logging system. We now have 400+ machines over two sites and most of the time two technicians to cover those sites. I really hate what FITS calls the "corridor" method of support, and I don't like scraps of paper being scribbled on and passed around...and don't even get me started on "word of mouth" support calls!
Looking at this in the past week I used our CSE tools to implement an "intermediate" call logging system that is basically a technical support forum whereby staff can log support requests and we (the IT department) can respond with either an attempted solution in the form of a walkthrough or a prioritised system of resolution. It looks like some of the staff really like the idea. All I have to do now is write up a small manual for use and get manglement (thanks Tony!) behind it all.
What do you use for your support system (if you have one), and do any of you have any ideas as to how I can improve this system (I'm already thinking in terms of web-based front end that staff log into so that they can post off a support form)?