A tailored web-based ICT helpdesk system, with in-built knowledge base capabilities, CMDB functionality and statistical reporting. Fully configurable through the web interface.
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It works well and met our requirements exactly. We have been using it for years now and the fact that it's written in PHP allows easy customization.
Using it for many years in several companies... Everyone likes it. Simple yet robust workflow enginge. Needs more reporting, but thats doable on request.