Trouble Ticketing - helpdesk, support and SLA management

• Tracking of internally and externally reported incidents in a single, centralized location.
• Detailed incident information, including:
  • Description, status, reported comments, etc.
  • Notes, categories, priority & urgency.
  • Attachments (screen shots, documents, videos and others).
• "Blocked by" and "Dependent on" lists for proper prioritization of incidents.
• User-configurable incident categories (e.g. network, application, etc.) with team assigning and task scheduling.
• Configurable incident lifecycle and statuses that reflect support & service processes and procedures in any organization.
• Intelligent, automatic incident dispatch.
• Automation of service requests management (routing rules, escalation rules and priorities).
• Security and access permissions (access control to incident information through a system of user groups and permissions).
• History tracking and incident history retention.
• Configurable notification engine (update via email concerning resolution status of service requests).

Support for core ITIL processes, including:

• Rapid SLA definition via an easy to use GUI.
• End-to-end incident management.
• Routing Rules: assigning service requests to specific users or groups.
• Escalation Rules: sets of rules specifying actions that are taken automatically, e.g. when a service request has not been resolved by its due date.
• Priorities (priorities of service requests based on predefined parameters).
• Time tracking with online progress control.
• Due dates (ability to set up various due dates and resolution times depending on service types).

• Full integration with Helpdesk and SLA modules: automatic addition of scheduled tasks.
• Progress tracking and reporting.
• Graphical navigation bar enabling easy calendar browsing.

• Instant access to tips and solutions on how to resolve common issues.
• Quick and simple creation of new knowledge base items with user friendly WYSIWYG editor.
• Rich content (ability to attach files, images, videos and others).
• Improved team performance via effective information sharing and knowledge retention.

• User friendly, rich GUI based on Rich Internet Application technology.
• Online, contextual help system.
• Multilingual user interface changeable at runtime.
• Filters and multi-criteria, advanced search engine.

• Open for integration and SOA-ready via SOAP interface.
• Out-of-the box integration with Verax NMS and OSS/BSS Suite.
• Custom-defined and scheduled reports.
• User-defined rules across the system for elements such as: incident categories, SLA monitors, correlations, automated actions and others.

Verax Trouble Ticketing has been tested in both open source and commercial application server environments including 32 and 64 bit versions of:

• Commercial: IBM WebSphere, Oracle and Sun.
• Open source: Apache Tomcat and JBoss.

Verax Trouble Ticketing has been successfully deployed on the following platforms:

• Commercial: Oracle Solaris, IBM AIX, Windows XP (Professional edition only), Windows Vista (Home or Professional), Windows 7 (Home or Professional), Windows Server 2003, Windows Server 2008, IBM AS/400 and Linux.
• Open source: Linux and Open Solaris.

Verax Trouble Ticketing supports both open source and commercial databases including:

• Commercial: Oracle, IBM DB2 and Microsoft SQL Server (please check with us on the current status of DB2 and SQL Server compatibility).
• Open source and free: Oracle Express, MySQL.

Please check with us for support for other, less popular database systems.

Verax Trouble Ticketing runs on any web browser supporting Adobe Flash technology version 9 or higher, such as: Internet Explorer, Firefox, Chrome, Opera, Safari and others.

Please contact us for further information on performance and sizing.