When I designed the database, it was ment to be used as a mailInDB.
A USER can create a ticket by composing a new document with form "Helpdeskanfrage" ( Quick Call ) in his mailfile. The form contains only two editable fields "Problem" and "Attachments". All other fields are filled automatically, so it is extremely easy to post a problem.
In the background some API code collects some informations about the user's computer like installed OS, Screen resolution, RAM and stuff.
These tickets will show up in the "new" folders. When you assign a ticket the statzs will switch to "in progress"