I've had some experience with JIRA, Redmine, and RT, and I think part of it
has to do with how much time you want to put into customizing the system to
fit your needs before you start using it. Here's my quick run down as I've
experienced them.

JIRA - can be customized greatly, but can a lot of time to set it up
because of that. User interface is clear, but can be overwhelming. A very
big system that many have previously expressed concerns with maintaining.
(JIRA reminds me of Drupal, where everything is customizable, but you need
instructions sometimes on doing something "simple".) Can be fully
integrated with Confluence (wiki). Cost money (not sure how much).

Redmine - Easy to setup and start working with. Supports multiple projects,
wiki, codeview, many of the other standard things out of the box. I found
the community to be very supportive as well. Cost: free.

RT (Request Tracker) - Unfortunately, less about setup/maintenance of RT.
As a staff users, it's been easy to us, but I found many things unintuitive
and I've had a couple of issues getting permissions to work the way I want.
Though I believe it was not the newest version.

In all 3 cases, my experience with users submitting issues has been for
them to fill out a form that submits an email, which gets forwarded to the
system. JIRA and Redmine both do very well in automatically putting it into
a specific area, tagged, etc.

My vote goes to Redmine. When I asked this question a couple of years ago
on the list, that was the consensus the group came up with and I was very
happy with the speed at which we got it set up and running.

On Tue, May 10, 2016 at 2:42 PM, Stuart A. Yeates <[log in to unmask]> wrote:

> I’m looking for recommendations for software to run our much of our
> academic library back-of-house business-as-usual work. Things like incident
> management, CRM, documentation management, etc across three tiers of
> support.
> We’re looking for something more structured than a mediawiki wiki (which
> we’ve got) and probably less structured than full-blown ITIL. We’re happy
> with open source or proprietary,  self-hosted or cloud solution, but we’re
> not happy to pay the kinds of money that Alemba (formerly VMWare) are
> asking for vFire Core (formerly VMware Service Manager).
> We have library management system (ALMA), a discovery system (PRIMO), a
> website (httpd, drupal), a proxy (EZproxy) and a copyright management
> system (Talis Aspire). Our institution provides us with user management,
> physical access management, VM host, email and physical infrastructure.
> Thoughts?
> --
> ...let us be heard from red core to black sky