 |
|
|
|
 |
|
||
 |
 |
|
|
 |
 |
|
|
 |
|
||
 |
|
||
|
|
|
|
|
|
|
||
|
|
|
|
|
|
|
|
|
|
|
|
|
||
|
|
||
|
|
|
|
 |
 |
|
|
|
|
|
|
|
|||||||||||||||
|
NetHelpDesk can keep track of faults, change requests and installation
requests concerning your network or other systems. The diagrams, knowledge
base and access facilities in NetHelpDesk enable you to resolve faults and
requests from within a single system. Change requests and installation
requests can be processed through a change management procedure you define. New requests or details of faults are entered into NetHelpDesk and are assigned an incremental reference number. The request can then be assigned to a technician who can enter details of actions taken to resolve the request. Cross references to devices or connectors can be made and intelligent devices accessed via telnet, rconsole or a remote control program such as VNC all from within NetHelpDesk. Related documents and the knowledge base can be referred to, again all from within NetHelpDesk. Once completed, the request can be marked as cleared, charged for and printed on an audit report for further processing by a corporate help desk or charging system. Optionally invoice details can be entered and reports produced showing total hours per period. It is possible to setup standard requests as a template to speed up the entry of new requests. It is also possible to make the NHserver program automatically create requests to help track recurring tasks that technicians have to perform such as daily checks. Old requests are archived to a history file to improve performance. Statistics are produced by a separate program, which can be given to management who can view the current status graphically without giving access to detailed information. The following functions can be carried out and are detailed in the on-line help: Entering a new request / fault Viewing and updating details Taking actions to resolve fault and clearing a request Examining Statistics Processing reports / archiving |
|
|||||||||||||||
|
|
|
|
 |
|
|
|
Our powerful help desk software system and web interface helpdesk help desk software allows your company to run a more efficient helpdesk. It comes complete with a knowledge base, change management, and inventory management. |
