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Administration/service engineer panel

  • Support ticket records - assigned to a service technician, date, status, priority, comments, notifications
  • Incident management
    • Incident records - assignment to a service engineer, date, status, priority
    • Adding solutions, including temporary solutions - workarounds
    • Defining actions
    • Adding comments
    • Notifications
    • Attachments
  • Service request management
    • Service request records - assignment to a service engineer, date, status, priority
    • Defining actions
    • Adding comments
    • Notifications
    • Attachments
  • Problem management
    • Problem records - assignment to a service engineer, date, status
    • Problem analysis - impact, main cause, symptoms
    • Adding solutions, including temporary solutions
    • Defining tasks
    • Work log support
    • Combining incidents with problems
    • Problem history
    • Adding comments
    • Notifications
    • Attachments
  • Change management
    • Change records - status, assigned, date, priority
    • Support for various changes
    • Combining incidents and problems with changes
    • Change planning support: impact, deployment plan, roll-back procedure, checklist
    • Change approval - change advisory boards (CAB and ECAB)
    • Implementation - defining tasks, work log support
    • Reviewing
    • Change history
    • Adding comments
    • Notifications
    • Attachments
  • Solutions
    • Public solution database
    • Private solution database
    • Simple search engine allowing the user to find solutions using keywords or categories
    • Option of adding multiple solutions
    • Temporary solutions - workarounds
    • Proper solutions
  • Resource management
    • Defining custom resource types
    • Option of assigning service engineer to a structure
    • Resource list import from the eAuditor system*
    • Application list import from the eAuditor system*
    • Application library
    • Option of assigning applications to a resource
    • Reading the technical details of a computer*

*eAuditor installation required.

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