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Ticket management
There are two ways to report requests:
- automatic reporting
- regular reporting.
The integration of the Jtrac, OCS Inventory, and Nagios solutions ensures an optimal organization of the work of a service centre and minimizes its expenses. | |  |
A dynamic work flow offers the possibility of providing the authorization to report and resolve requests. The following ways of reporting requests are available:
- via an internet interface (the Internet)
- via an SMTP connection (e-mail)
- by making a phone call
- automatic reporting via SMTP
On the basis of defined process management an incoming request is then either:
- assigned to an operator according to the field of his assistance, or
- given the possibility of a preferential choice of an operator, or
- set into a queue to wait for a free operator
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Once the request has been reported, the SD monitors its complete life cycle, including:
- the assigned operator
- the beginning of request resolution
- the percentage of successful request resolution
- the status of a request.
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Any change of the state of a request (sending the request into processing, the change in the status of an operator, completion, etc. ) automatically generates a warning via:
- an e-mail
- an SMS message
- a fax message.
In this way everyone involved in reporting, resolving, and controlling a request is informed.
i-Service SD data can be exported into Microsoft Excel, OpenOffice Spreadsheet, or Adobe Reader (pdf). | | |
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