I'm curious what everyone uses as a package request system, if anything, in their environments? That is, how does the application owner (or representative) get the request to you along with documentation, media, etc?
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[font="trebuchet ms"]From what I've been exposed to, most companies use their help desk system to manage these requests. Just as someone would report an issue or problem, they would make a software request. Most importantly, you really have to identify the process for requesting software. Depending on how large your organization is, you may have multiple teams that all contribute to this process. I am in a fairly large environment where most business units have members from IT involved in the support and development of thier apps, so requests (and media, documentation, etc) do not typically come from the end user population, they come from members of our application teams.
Answered 10/02/2007 by: vjt914
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i have access to a custom solution which plugs into either installshield or wise.

It makes use of the standard packaging tables and builds a web interface on top which controls / manages the packaging factory.

In comparison the cost of similar tools its quite a cheap efficient solution, I could arrange web demo's if you like.
Answered 10/02/2007 by: jmcfadyen
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i have access to a custom solution which plugs into either installshield or wise.LOL! I wish I'd known that 6 months ago! Frustrated at the half-arsed spreadsheet solution being used at my current client, I set about customising a system I inherited at another client (horrendous...no table relationships, no separation between UI and database code...) and completed that project last month. It doesn't have any integration with WPS or whizzy stuff like that so, yes, I'd be *very* interested in seeing a web demo.
Answered 10/03/2007 by: VBScab
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John,

I'm interested in that as well.
Answered 10/03/2007 by: FrankSpierings
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My employer in Holland had a intranet site, created by one of my ex-colleagues. You just checked this site regularly, the software and instructions where in the next room ,where the 'intake' took place.

My previous employer here in California uses a database in Lotus Notes, which you also have to check regularly. Getting the software and instructions was a whole different story.

My current employer, also in California also has a intranet site. You don't have to check that regularly, because you are the one entering the new request. A new request is made known to you by email. In that email it also states where the software is, how to get it and has the installation instructions.

My two cents.

Gizsha
Answered 10/03/2007 by: gizsha
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John I'm very interested in this as well. In our environment we desperately need a good request system as the requesting process as it stands now is very messy with emails and phone calls, etc. Please let me know when you have some demos available, thanks!
Answered 10/04/2007 by: dallasr
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John, integration with Wise? Sounds .. interesting, but I can't really see what it does? An inventory / package listing?

We use a helpdesk system in combination with a subversion database for our cilents. Works great for us. When clients order they upload media and documentation to our system using TortoiseSVN. Client/apps/versions inventory and relationships are maintained and reported from svn.

When we implemented this we weren't really sure if subversion would be able to handle all the binary data. Today the db is about 40gb and we don't have any problems, as of yet ^-^
Answered 10/09/2007 by: deploy.no
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Sorry guys been busy and missed this.

The solution was not written by myself but basically its a web based version of Workbench tools provided by Wise / IS.

Anything you have in your current Process list is ported to ASP with additional reporting etc.

Uses a single site license so avoids the heavy licensing costs associated with Wise / IS.

If anyone wants to know more I can get a sample site setup for viewing.

[email=john.mcfadyen@gmail.com]john.mcfadyen@gmail.com[/email] for more details.
Answered 10/11/2007 by: jmcfadyen
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We use a ticketing system that is Open Source from Best Practical.

http://bestpractical.com/

http://bestpractical.com/rt/download.html

We customized it for our needs and use it for all requests including package requests. Seems to work pretty well.
Answered 10/11/2007 by: Coriolus
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