This tech tool is used for tracking all IT issues, from help desk requests to wish list items for application service packs. End users internal to the company and external can submit requests that are moved through designated processes for resolution. Threaded message boards, task-tracking and in-mail functions keep all documentation with the request. New application functions and service pack items are tracked from input through multiple-server release. Reporting features can be customized and saved by user. This system is integrated with 17 back-office applications for direct customer service support processing.