I did not like this product. Other users that managed the back-end for patching and inventory liked it.
The set up used where I used it was with an oracle back-end. I was slow, way too many screens to close a ticket. I do not like assigning to group, then take ownership on ticket and working and closing ticket. Text was too small. Interface was way too busy for end-user.
Implementation is vital to being happy with end use.
The other staff liked the patching and inventory. I did not like using as a technician and as an end-user. Too busy on the interface, too many screens to go thru to close ticket or create one.