Service component as internal IT helpdesk tool.

[Erik Naslund]

We are expanding our internal IT helpdesk and have just recently deployed CRM
3.0. I would like for my IT helpdesk staff to use the Service component of
CRM as our ticketing system.

One major obstacle is that all cases must be assigned to either a contact or
an account. As my helpdesk's customers are actually employees of the company,
we would need to creat contact records for all employees, duplicating their
user records. Is there a way to associate a case with a user? Or, is there a
way to import employee data from AD as contacts?

Also, any insight to using CRM Service module as an internal helpdesk
ticketing system would be much appreciated.

Thanks!