]po[ ITSM Helpdesk

SLA Management (ITSM/ITIL) Help Desk/ Service Desk Configuration Manageent (ITSM/ITIL) Release Management (ITSM/ITIL) Customer Portal Change Management (ITSM/ITIL) Problem Management (ITSM/ITIL) Incident Management (ITSM/ITIL) ITSM Module

(Please click on the hexagons for more information)


The Helpdesk package is an incident and change management system.  It can be used to keep track of interaction by clients and providers in Service Level Agreements (SLA), as a central place for client requests to be captured and starting point for the provider response and continual tracking until the request issue has been resolved.  These operations fall under the category of "ticket management", and the Helpdesk has a wide range of functionality, having the ability to closely track Incidents such as Bug or SLA Requests, or Change, such as Feature, Training, Purchasing, etc., Requests.

 

                                                                         Screenshot show a list display of all the Helpdesk "tickets" currently on the system.


Bar charts for quick Status Overview:





 

References

Maturity

  • Active and Stable

Related Object Types

Related Modules

Tutorial


Package Documentation

Kind:Publicity:
[Library Files | Procedures | SQL Files | Content Pages] [Public Only | All]
lib/similar-tickets.adp        
lib/similar-tickets.tcl        
lib/ticket-age-per-queue.adp        
lib/ticket-age-per-queue.tcl        
lib/ticket-aging.adp        
lib/ticket-aging.tcl        
lib/ticket-timeline.adp        
lib/ticket-timeline.tcl        
tcl/intranet-helpdesk-procs.tcl        
tcl/sourceforge-import-procs.tcl        
 

 

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