looking for management software to control all our forms

We have many forms, such as Supply requests, Marketing requests, Help desk tickets.

What we would like to do is have a system where all forms are managed.  So they can reviewed, for items such as how long they took to be assigned, completed, etc.  Some forms will need management approval before being processed.

We currently use Spiceworks for our Help Desk Tickets, but it won't do what management wants.

I have no idea where to start.   I'm hoping EE users have some type of system like this at their companies and can point me in the right direction.

Thanks
J.R. SitmanIT DirectorAsked:
Who is Participating?
 
phoffricCommented:
https://confluence.atlassian.com/confeval/confluence-evaluator-resources/confluence-managing-documents-with-confluence-and-jira-together

Confluence is a team collaboration software. Team members can create, share, and collaborate on content.  For example, to manage a contract you can store the ‘contracts’ themselves as a Confluence page. You and your colleagues can also leave feedback with inline comments on any Confluence page. Blog: Introducing a new feedback loop in Confluence 5.7.  This allows any team to create content collaboratively and incorporates all feedback into a final document.
JIRA is "the workflow engine". Meaning, JIRA is great at holding items that represent specific tasks or 'objects' and can track the status of the task.  In this example the contract lifecycle. JIRA can support custom fields where you can define dates to remind your team of due dates or expiration of the contract.
The power comes from JIRA and Confluence integrated together. You can link a page (the contract from this example) and the JIRA item together. Then JIRA becomes your reporting tool on the number of contracts in progress or completed, region, due date, reminders, etc.  You can even create a dashboard to report on all your contract statuses cumulatively such as percent completed or in the review.
In summary, Confluence acts as your document collaboration and repository as it keeps full tracking of what changed in each document, when, and by whom to keep an 'audit' trail.  JIRA is your status tracker to understand the level of completion for each document.

 this is probably more expensive.
Overview of document management in SharePoint 2013
https://technet.microsoft.com/en-us/library/cc261933.aspx

Document management controls the life cycle of documents in your organization — how they are created, reviewed, and published, and how they are ultimately disposed of or retained. Although the term "management" implies that information is controlled from the top of the organization, an effective document management system should reflect the culture of the organization that uses it. The tools that you use for document management should be flexible enough to enable you to tightly control a document's life cycle, if that fits your enterprise's culture and goals, but also to let you implement a more loosely structured system, if that better suits your enterprise.
The elements of a document management system
An effective document management solution specifies the following:
What kinds of documents and other content can be created in an organization.
What template to use for each kind of document.
What metadata to provide for each kind of document.
Where to store a document at each stage of its life cycle.
How to control access to a document at each stage of its life cycle.
How to move documents within the organization as team members contribute to the documents' creation, review, approval, publication, and disposition.
SharePoint Foundation 2013 includes features that implement all these aspects of document management. SharePoint Server 2013 includes the same features and also adds the following:
What policies to apply to documents so that document-related actions are audited, documents are retained or disposed of appropriately, and content that is important to the organization is protected.
How to handle documents as corporate records, which must be retained according to legal requirements and corporate guidelines.
To make sure that information workers can easily take advantage of these capabilities without having to depart from their day-to-day operations and familiar tools, applications in the Microsoft Office system — such as Outlook and Word — also include features that support each stage in a document's life cycle.

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aikimarkCommented:
What do you mean by "managed"?

What document management software have you looked at?
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J.R. SitmanIT DirectorAuthor Commented:
"Managed" is probably the wrong word.  I haven't looked at anything.  I was handed this project and don't know where to start.  Hence, looking for advice.
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aikimarkCommented:
First step is to get the people who handed you this project to define their terms and requirements/needs
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J.R. SitmanIT DirectorAuthor Commented:
I have what they want.  It's pretty simple.  Manage all our in house forms from one central location.  e.g. maintenance forms, supply requests, marketing, IT Help desk, etc.
Be able to get reports, view status of a form, how many forms for a particular department were processed in a give time frame.

I just need to know what software will do this?
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aikimarkCommented:
How do they define managed?
How do they define processed?
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J.R. SitmanIT DirectorAuthor Commented:
forget "managed"   I used the wrong word.

If someone submits a Maintenance form, they can review it to check the status.  Is it still open, in process or closed.
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aikimarkCommented:
Are these forms paper or electronic, like PDF forms?
If paper, do you need OCR capability or handwriting recognition if scanned?
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J.R. SitmanIT DirectorAuthor Commented:
PDF
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J.R. SitmanIT DirectorAuthor Commented:
@phoffric, thanks, this is helpful
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phoffricCommented:
I've been required to use them both at different companies . The SharePoint program is very formal allowing review by multiple people requiring multiple people to sign off before the document is permitted to move to the next set of reviewers . This may be overkill for your needs but you be the judge .

 I liked working with the confluence and Jira programs because we could add comments or questions to various sections of the document and there was a way for one or more other people to reply to that particular comment thread . And the dialogue might go on for a while until there was a consensus or until we decided that the discussion was complicated enough to require another document.
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J.R. SitmanIT DirectorAuthor Commented:
Thanks
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J.R. SitmanIT DirectorAuthor Commented:
We are buying Happyfox.  Does everything we need
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phoffricCommented:
How did you find out about Happyfox?
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J.R. SitmanIT DirectorAuthor Commented:
Googled Help Desk Software.
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phoffricCommented:
smart.
Glad you got what you needed.
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