does anyone have any particular favorites for reasonable cost logging/tracking systems for trouble reports, outage reports, customer service problems, and complaints (such as might be received about spam at an abuse address)?

Here's a vote for RUST, the redesign of multireq, out of U of Utah CS. The direct decendant of NEU's req, it offers a lot of what a genuine job/trouble-tracking system needs to give to the people that will use it. It isn't very good for a managerial oversight of the 'call-duration' style, but for getting things done in-between shifts and distributed staff, it gets my solid vote. See ftp://ftp.cs.utah.edu/pub/rust. Current version is RUST v1.0b6pl0, from May 21, 1997. Cheers, -- Joe Provo, Network Architect 800.763.8111 x3006 Network Operations Center Fax 508.229.2375 UltraNet Communications, Inc. <jprovo@ultra.net>