I am looking for a solution for a medium sized business with many users connected over a WAN. As a system administrator, i am responsible for rectifying problems whether it be hardware or software. I normally get informed of problems by phone, but we are looking for a system that we can install on all client machines so that they can click off a few check boxes which generally identify their problem, then that gets sent to the IT department via email (Outlook preferably) and then based on rules, each report gets sorted by priority and are responded to as such. This solution would be used to keep track of which department is having the most problems, (and what kind of problem) and for us to be able to submit a report of the work that we do in the IT department on a weekly basis.
Sorry for the long post, please query if I was not clear on something.
Thanks