Although I am just a software developer, I am sort of taking care of computer related stuff for a small group of 20. The support ranges from small things like "my xxx doesn't work" to "I need you to write a software that does this and that analysis" etc etc. Since we are a small group, I always handle requests as they come. However it is getting out of hand, because as you all know "my stuff is highest priority and you should address that first". When you have a boss who doesn't understand the difference between software development and system administration, it gets even harder.
Anyway, I am looking for a software that IT professionals employ, that end users can use to enter *tickets*. Then first thing in the morning I can sit down with boss and prioritize the tasks or even shuffles tasks on hand. Is there such a software that is freely available? Appreciate any suggestions.
I'm sure there are plenty of free issue-trackers. But I wouldn't expect that having your issues listed on the computer, instead of on pieces of paper, is going to make any difference in the management problems you are trying to deal with.
Free ticket trackers that come to mind are Bugzilla and Mantis. Both use MySQL to store their data (I think that they also allow PostgreSQL, but I'm too lazy to double-check that). Bugzilla is written in Perl, Mantis in PHP. Personally, I prefer Mantis mainly because I am more comfortable with PHP. But Bugzilla is much more popular and provides all kinds of options (but it can be a challenge to install).