I'd like them to be sent to me as a word document rather than just text fields which I'd have to re-input into a technical form in Word anyway. Kind of defeats the purpose.

Wouldn't it be easier if they submitted a request to a web interface, and you managed these requests from a different web interface, one that showed who submitted the request, when, and the subject? Rather than managing a bunch of Word documents? There's a bunch of stuff out there to do it this way, if you're willing to look at the problem a little differently.

What's your overall infrastructure look like; is it a full MS house - Windows 2000 Server, Exchange , etc? Do you have some sort of directory service set up for authentication?

-jk