SupportDesk - New features

NEW Web Based reporting

Web reporting – New key features and benefits

	Real time statistics and performance indicators for users
	Web browser functionality
	1 page executive summary for quicker access to instant management information
	Report scheduling of automated reports delivered by email to stakeholders and senior management.
	Provides report scheduling in HTML, Word, Excel or PDF formats

For additional - SupportDesk’s Management Console delivers a:

	Highly accessible
	Widely distributable
	Licence free
	Operational and managerial reporting capability

Web based reporting provides powerful, dynamic and actionable reporting accessible via a web browser incorporating:

Over 100 report templates which can be customised to each customers exact requirements
Report scheduling with automatic e-mails, printing, save to file or publishing to a web server
Dynamic trend analysis reports to visualise open or resolved incidents on a daily/monthly basis and incident volume by group, priority and status
Enhanced SLA reporting including average response resolutions, failed SLAs by specialist or category and exception reports.

Resource management functionality ensures service desk engineers are not
double-booked by checking their calendar for existing tasks, activities or holidays.
Users are made aware of potential conflicts with an engineers existing schedule
so that alternative arrangements can be made.
System administrators can specify which items within the service desk have an
impact on resources such as Future Activities, Change Request Tasks, Holidays
and Closed Days.
A new specialist resource calendar is provided so that each engineer’s appointments and tasks can be visualised within a single, easy-to-use interface.

Records can now be displayed with activities and tasks in your Microsoft Outlook calendar.
Users can choose to create Outlook-based appointments and tasks further increasing user’s productivity and ensuring that key Service Desk tasks remain visible.

Integral component of the SupportDesk Client - no additional licensing requirements
Raise Requests for Change (RFC) against Incidents, Problems and any
Configuration Item, including users, computers and locations
Voting system for RFC's to be approved by nominated users
Automatic notification of successful implementation of change
Record the financial cost of changes
Central configuration of change process through the Setup Console

Define the Time Zone where the SupportDesk server or Service Desk is located
With Time Zone recognition turned on, time fields in both the Web Interface and
Windows Client have a time zone suffix added (e.g.GMT+1)
Specialists and Customers using the Web Interface see the actual times of
Incidents and Service Level Agreements

Specialists can now select from a list of Resolution Codes
Provides statistical reporting on how calls are being resolved, e.g. Resolved by User,
Software Fix, Hardware Fix, No Resolution Available, Resolved By Third Party, User
Training, Closed With No Resolve
Easier to analyse how Incidents are resolved

Reserved Sign-On allows Administrators to allocate named-user accounts to ensure
system availability to those service desk technicians that require continuous access
Single Sign-On enables users to automatically login to SupportDesk using
pass-through authentication

Create User Definable Fields (UDF's) to customise the capture of data within Incidents
Create multiple UDF Styles with an unrestricted number of UDF fields
UDF fields can be set to free text entry and/or select from a list
UDF selection lists can be pre-populated, including imports from other fields and CSV files
Individual UDF fields can be set as optional or mandatory