We in Support have been using WREQ (Author: Yunliang Yu wreq@math.duke.edu) to track tech and systems requests. It's web based and available to anybody to view what progress is being made on their requests. It keeps the small, dificult jobs from falling through the holes and actually lets the staff know that we have more important things to do than changing the little banner that used to appear on their email printouts. Now, our mantra over the phone for requests that take more than 5 minutes is "Put it in the WREQ". I recommend (should that be wreqommend? ;) it highly.