Incident Management
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InfraDesk includes an ITIL-based Incident Management module, with
pre-packaged workflows, which will allow you to identify, register, prioritize,
categorize and track Incidents reported to your Help Desk.
The Incident Management module provides you the ability to:
- Effectively manage the entire lifecycle of an Incident
from detection through to closure.
- Configure Incident Models (pre-defined steps to handle
certain Incidents) which will help to ensure standard
Incidents are handled as expected and within the agreed upon
timeframes.
Incidents can be generated manually by the Service Desk staff
or automatically via email, web submissions or through third
party monitoring solutions. Features:
- Multiple tiers of incident classification
- Classify impact, urgency and priority
- Set Status (e.g., Active, Pending, Closed, etc.) via one
click actions
- Link incidents to assets/configuration items
- Create incident templates
- Link similar tickets to close all related tickets when
the main global ticket is closed
- Incident templates can default values into fields
- Automatic ticket routing and assignment - based on
ticket content, timeframes and location
- Create other tickets from Incident such as Problem or
Change and automatically establish relationship with the new
ticket
- Dynamic ticket form templates based on Request
Categories (show/hide customer fields)
- Configure fields requiring Analysts to fill in before
saving ticket or moving to next stage
- Full Audit Trail of Ticket to track actions,
communications, work log entries, assignments - all by
Username and Date/Time
- Time tracking throughout ticket lifecycle
- Analysts are able to search similar tickets from the
open ticket screen and relate to that ticket or master
ticket
- Link CI's (configuration items) or assets to an incident
- View incidents related to a CI or asset
- Export Tickets (CSV or PDF) from home ticket as well as
all search lists
- Spell check included in Knowledge creation and ticket
editing
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Testimonials
" Customer service is vital to our business and InteQ's InfraDesk solution gives us the ability to track, communicate and resolve issues quickly. InfraDesk's features enable our clients to quickly and easily notify us of a request, prioritize it and be notified immediately of its status. By leveraging InfraDesk's workflow capability and searchable knowledge base, our team is continuing to reduce the amount of time required to address requests, increasing system availability and ultimately increasing overall customer satisfaction.
"
Peter Borans
COO
Sceptre |
