Service Catalog / Request Management

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InfraDesk provides the ability to publish a catalog of common requests for IT and non-IT services. Service Catalogs leverage the routing capabilities, approvals, service-level management and other features within the application necessary to fulfill a request. Similar to other InfraDesk modules, permissions based on user, group and role help the end user see only the service catalog items that are of most relevance to them.

Features:

• Built-in Search Engine enables Basic and Advance Ticket Searches with the ability to query multiple fields
• Pre-defined custom searches
• Multi-Level Escalation Paths
• Escalation Email Notifications
• Ability to automate communicate to the requester, owners or management based on actions taken on a ticket
• Support for Group and Configuration Item Business Hours
• Able to support multiple time zones that enable users see data in their local time zones
• Date and time format configuration
• Calendar feature to review tasks, and schedule changes/releases
• Time tracking and hours by Analyst available through reporting
• Capable of supporting multiple organizations, vendors, sites, locations, departments through Multi-Organization support/partitioning (different locations or organizations can control their own settings, workflow, SLAs, service catalog, etc.)
• Request support and management is delivered over the web
• Nested Category Type Levels
• Service Request Templates with default values
• Announcements to display important crisis alerts to end users
• Support Agents are able to work multiple tickets at the same time
• Send email from the application and link to the ticket
• Create tickets from incoming email including attachments
• Automatic classification and routing of messages
• Support for multiple Attachments on tickets, contacts, solutions, organizations and configuration items (CIs)
• Automatic esclation of requests based on Business Rules
• Define and route requests to various Queues
• Manage, edit, assign and close tickets as a group
• Create and assign Work orders or tasks
• Ability to email users requesting they 'Confirm' the closing of the request otherwise close within 3 business days
• Track time spent on ticket with work log for each activity as well as overall time spent on ticket