Hardware Inspector Service Desk
v1.0Web interface for incident management. Automated responsibility assignment, control of request processing, user self registration, e-mail notifications, attachments. Extension for Hardware Inspector a...
Description
Hardware Inspector Service Desk is a valuable extension for Hardware Inspector and Hardware Inspector Client/Server, the all-in-one tools for computer inventory and management from Database Harbor Software. It is a web interface which provides effective communication between a user and a supporter.
It helps users register on their own and submit their requests directly from their workplaces, which significantly shortens response-time from the support team and incident solution. One request per problem is advised: as soon as the problem is solved the request can be closed and linked to the maintenance history of a workplace, device or license, which in its turn is a valuable data source for reporting on performance of the Service Desk staff and reliability of particular assets.
Each request contains the history of messages and file attachments. The multi criteria filter allows users to sort requests by various parameters.
Hardware Inspector Service Desk is fully customizable. Administrators can change values of request parameters and specify which parameters are available for users: urgency, deadline, request type, etc.
It provides for a large variety of support policies in organizations. The program features automated assignment of responsibilities for request processing.
Administrators can assign a request to either a user with supporter's rights or a support group. So when a user selects a request type, the responsibilities are automatically assigned.
Another feature is mailing notifications about new requests and changes in request which keep the support team posted on request statuses. The built-in mechanisms manage the mailing list: notifications are sent if a person has the right to receive notifications and if such person is responsible for a request.
If there is no responsible person notifications are sent to all supporters in the organization to prevent the possibility of "lost" requests.
It helps users register on their own and submit their requests directly from their workplaces, which significantly shortens response-time from the support team and incident solution. One request per problem is advised: as soon as the problem is solved the request can be closed and linked to the maintenance history of a workplace, device or license, which in its turn is a valuable data source for reporting on performance of the Service Desk staff and reliability of particular assets.
Each request contains the history of messages and file attachments. The multi criteria filter allows users to sort requests by various parameters.
Hardware Inspector Service Desk is fully customizable. Administrators can change values of request parameters and specify which parameters are available for users: urgency, deadline, request type, etc.
It provides for a large variety of support policies in organizations. The program features automated assignment of responsibilities for request processing.
Administrators can assign a request to either a user with supporter's rights or a support group. So when a user selects a request type, the responsibilities are automatically assigned.
Another feature is mailing notifications about new requests and changes in request which keep the support team posted on request statuses. The built-in mechanisms manage the mailing list: notifications are sent if a person has the right to receive notifications and if such person is responsible for a request.
If there is no responsible person notifications are sent to all supporters in the organization to prevent the possibility of "lost" requests.
