Incident and Problem Manager

Incident Management for Issue Tracking, Customer Service, Facilities Management and Request Management

  • Client / Customer Self Service Portal
  • Client / Customer Self Service Portal
  • Call History & Information via Self Service Portal
  • Email-to-Incident Conversion, including Attachments
  • Quick Call Template
  • Tiered Service Desk Configuration - Unlimited Levels
  • Parent / Child Relationships - Link "Incidents" to "Problem" Incident (ITIL)
  • Dynamic Quick Call Templates based on Request Categories
  • Configure Multiple Inbound Email Addresses
  • Full Audit Trail of Incident - Username & Date/Time/Comms/Events
  • Export Incidents (CSV)
  • Time Tracking throughout Call Life-cycle
  • Known Issues / Alerts
  • Bulk Call Updates

Communications via Email and Self Service Portal

Two-Way Email Correspondence Integration

  • Incident Note directly from email
  • Change Incident Status from email
  • Email Client with Updates
  • Reassign Incident directly from email
  • Add Time Spent on Incident
  • Email Notifications on Incident Updates fully confgurable
  • Carbon Copy (CC) and/or Blind Carbon Copy (BCC)
  • SMS Text Message Notifications (with third party software)
  • Email to Incident Conversion, including Attachments
  • Configure Multiple Inbound Email Addresses
  • Technician or Tech Group Email Notifications
  • Customise Email and SMS Messages
  • Create Incident and update Incident from Self Service Portal
  • Attach Files from Self Service Portal
  • Known Issues update on Self Service Portal

Help Desk Management

Basic and Advance Incident Searches (with fully configurable saved options)

  • Multi-Level Escalation Path
  • Escalation Email Notifications
  • Multiple Locations, Departments, Projects and Customer Support
  • Operational Business Hours Support
  • Bulk Incident Updates
  • Report Writer - Metrics, Graphical, Performance, & Bottlenecks
  • Export Reports to PDF, DOC, CSV, Crystal

Account Management

Active Directory Synchronization

  • Import Clients (CSV)
  • Export Clients (CSV)
  • Self-Registration Option
  • Permissions based Technician Accounts
  • Define Technician Groups
  • Technician Availability Management
  • Client Permission to View Incident History Across a Territory

Service Level Agreement

Service Level Agreement Management

  • Custom Alerts as SLA Breach Approaches
  • SLA Escalation Email Notifications and Color Alerts
  • SLA Reminder Escalation Email Notifications
  • Non-SLA Impacting Incident Status Configuration
  • Time Tracking throughout Incident Life-cycle

Knowledge Base Management

Customer-Only Articles and Technician-Only Visibility or Customer and Technician views

  • File Attachments and Rich Text w/ Hyperlinks
  • One-Click Knowledge Base Article Creation
  • Approval Management for KB Manager
  • Nested Category Search Criteria
  • Keyword Search Criteria

Asset Management - CMDB

Detailed Asset Information - Hardware or Software

  • Centralized CMDB Repository
  • Remote Analyst Tool Launcher
  • Manage Asset to Enduser(s) / Client(s) Associations
  • Parent / Child Asset Relationships
  • Software License Management
  • Associate Service Request Incidents with Specific Assets
  • Instantly View All Incidents for Given Asset
  • Unlimited User Defined Fields for Dynamic Forms
  • Customizable Asset "Statuses" i.e. Deployed, Storage, Retired
  • Warranty & Lease Expiration Management w/ Email Notifications
  • Service Contract Expiration Management w/ Email Notifications
  • Vendor, Manufacturer, & Model Management
  • Full Audit Trail of Asset - Username & Date/Time
  • Asset Discovery Integration (see self-titled section below)
  • Import Assets (CSV or XML)

Approval Workflow Change Management

Automatically Assign Approver Based on Job Title, Department, and Location

  • Seamless Change Request Submission
  • Unlimited Tiered Approval Steps
  • E-Mail Reminders Sent to Approver Staff
  • Hide or Show Reason for Denying Change
  • Approved Requests Automatically Convert to Service Incident for Fulfillment
  • Administrator Approval Override Option
  • Change History

Task Management

Multi-Element, Event Based Task Work Flow Manager

  • Schedule Recurring Tasks
  • Schedule Tasks to Run at a Future Date
  • Share Tasks With Other Technicians
  • Seamlessly Integrate Approval Work Flow

Billing and Parts Management

Service Time Block Management

  • Add Time Spent on Incident within Technician Interface.
  • Enter Service Time by "Time" or "Points"

Service Desk

Multi service desk with availability management, intelligent attribute system and call logging workflows

Integration Services

Scheduled CSV Import, export functionality

  • Active Directory
  • CRM
  • Mail Services
  • Discovery Tools

System Administration Portal

Configuration manager with workflow engine and administrators Tool Set

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