System administrator alert?

Question

System administration

Interested in some kind of gtd system that will work on the network.
The essence of its work is as follows - the user can write any message that something does not work for him, to which the system administrator reacts, in which all messages also fall in a certain window.
Ideally, it would be great if he could leave a comment there and the response time (during which he will be able to solve this issue), after the problem is solved, check the box that everything is done.
If it were possible then to display all the completed tasks in the form of a report, it would be very cool. They are mainly interested in free solutions or those that have a trial, so that you can evaluate the functionality in work, and then buy it.
There were thoughts about using a bug tracker, but in this case it is not suitable, because it will be used in a hospital, so the staff does not really get along with computers. Another reason why the bug tracker is not suitable is the impossibility of prompt notification, I would like for the admin to pop up some window with the text with each new “post” and, accordingly, when answering it, the user also sees that his problem is either dealt with or already decided.
Thank you all for your replies, unfortunately I haven't been able to find anything on this topic yet.

Answer 1

A familiar problem.

... because it will be used in a hospital, so the staff does not really get along with computers.

Solutions like orts or a bug tracker won't work for 90% of these users (users simply won't master such a system). At one time, I solved this problem with a simple vbs script:
Set wshshell = CreateObject("WScript.Shell")
computer = WshShell.ExpandEnvironmentStrings("%computername%")
Input = InputBox ("Опишите проблему и нажмите ОК." & Chr(10) & "Если хотите отказаться, жмите Отмена " & Chr(10) & Chr(10) & "Телефон системного администратора "& Chr(10) & ".... или ....", "Создать заявку", "Сюда введите краткую причину вызова")
If Input = "" then WScript.Quit 0
check = MsgBox ("Вы точно хотите отправить эту информацию?", 4+48 ,"Внимание!")
If check = 7 Then WScript.Quit 0
Dim fso1
Set fso1 = WScript.CreateObject("Scripting.FileSystemObject")
Dim objADSystemInfo
Dim objUser
Set objADSystemInfo = CreateObject("ADSystemInfo")
Set objUser = GetObject("LDAP://" & objADSystemInfo.UserName)
If Fso1.FileExists ("\\server\Zayavki.txt") Then
Set txtStreamOut = fso1.OpenTextFile("\\server\Zayavki.txt",8,True)
With objUser
txtStreamOut.WriteLine computer & " - " & .displayName & " - " & Input & " - " & Now
End With
Else
Set MyFile = fso1.CreateTextFile("\\server\Zayavki.txt")
With objUser
MyFile.WriteLine computer & " - " & .displayName & " - " & Input & " - " & Now
End With
End If
WshShell.run "net send " & "XXXXXX" & " Заявка!"
MsgBox "Ваша заявка отпрвлена!", 0+65536 ,"Congratulations!"
Set oShell = Nothing
Set wshshell = Nothing
Set objADSystemInfo = Nothing
Set objUser = Nothing
It is necessary to scatter such a script to users on their desktops, with a beautiful icon and name. When you open the script, a MsgBox opens with a suggestion to enter a description of the problem, after confirmation the text is written to a file with the username, computer and time of the request, NetSend is sent to the administrator, and a success window is displayed. The admin looks at the file and contacts the user. It works only in a domain, you need to set the Messenger messaging service in AD to autostart (to send net send), //server/Zayavki.txt must be replaced with your path to the file server (shared folder), XXXXXX with the name of the admin computer. The script will not work, of course, if there are problems with the network.
Hope it helped you :)

Answer 2

in my opinion, we are talking about the ticket system, which is usually used by technical support.
Here is one, for example: otrs.org/

Answer 3

Bugtracker fits. This is a simple program that can be written in a couple of hours, and made the way you want. Including with an interface adapted to the target audience.
Quick notifications are made as follows:
1. The tracker sends MAIL to the dispatcher (administrator)
2. The dispatcher has a widget in the panel that checks mail every N minutes. It beeps when new mail is found.
Mail is good because it reaches you perfectly, and in most cases - quickly enough.
This is how we ordered pizza online. The client fills out a form on the site, indicating his phone number. After submitting the form, the dispatcher sees the order immediately and calls the client back to clarify the details.
In principle, the same thing can be done for a taxi, and for anything else.

Answer 4

searched for the term issue tracker
en.wikipedia.org/wiki/Comparison_of_issue-tracking_systems

Answer 5

Writing directly to Excel, unfortunately, will not work. And at the expense of the impossibility of reporting - I do not agree. The Zayavki.txt file will look like this:
...
Computer name - Username - Entered reason - 02/04/2011 1:49:51
Computer name - Username - Entered reason - 02/04/2011 1:49:51
Computer name - Username - Reason entered - 02/04/2011 1:49:51
Computer name - Username - Reason entered - 02/04/2011 1:49:51
Computer name - Username - Reason entered - 02/04/2011 1:49:51
Computer name - Username - Entered reason - 02/04/2011 1:49:51
...
With this formatting, it will not be difficult to compile reports by transferring the text to the same Word or Excel.