Administrative users can access multiple configuration consoles to set-up the application, such as ticket categorizations, SLAs, teams and team members, standard reports and metrics, approval processes, archiving, ticket status values and other menu values

Table fields list tasks and tickets assigned to users or teams, and special table field qualifications can easily be set up to display ticket selections based on complex criteria.

 Single table fields give consolidated views of all scheduled tasks, work allocated, appointments and reminders

Easily configure how long different ticket types and related records should be retained in the main tables before being automatically migrated to archive tables

Define auto-close days for each ticket type

Announcements can be used to pass a message to users when they log in to the system, or to send messages to specific groups of users at any time

Used to pass on information about new features of best practices to users

Easily define and store reporting criteria and report fields for any Remedy form

Centrally store standard mail merge or Crystal Reports documents for on-demand download to clients

Multiple report output options including ARX, to Excel, Mail merge, Crystal or standard Remedy reports

Allow users to change their own password

Allow users to redirect their notifications to another user if they will be out of the office for a period.

Workgroups can be set up corresponding to customer organizations or employee divisions or locations or any other criteria.

All contact records, tickets, configuration item records, categorizations, service level agreements etc. can be associated with particular workgroups or marked as common across all workgroups

Application users are able to select which workgroup they belong to, and all data they see is then filtered to show only information relevant to their workgroup – tickets, contacts, configuration items, categorizations, etc.

Easily link multiple callers to a single ticket, each one being sent notifications when the ticket is resolved

 Easily create support request tickets for incidents

Classify tickets as Incidents, Problems or Hot Issues

Link tickets to multiple configuration items, users or processes affected

Create linked time records to record staff resources used

Ability to schedule and allocate complex change requests and tasks

Pre-define linked requests, constituent tasks and approvals to create a template for a business process

Link requests and tasks in grandparent-parent-child relationships in multiple levels

Store business case information, plan staff time allocated and budget costs

Apply service level agreements to individual tasks and requests to ensure timely reminders and completion

Link change requests and tasks to configuration items affected

Record staff time and actual costs associated with tickets

Roll-up costs from child tasks to parent tickets

Create a catalog of standard configuration item templates defining configuration items, components, software and guide costs.

Easily create a new configuration item record in a single click from a predefined template, including all component records and warranty information. Amend standard configuration item details if necessary.

Allow users to create requests for new or loan configuration item simply by selecting the configuration item required from the standard CI-type catalog. Automatically initiate the required approval processes for the purchase.

Easily link configuration items to users, locations or business processes

Usage designation  - for tracking  loaner assets

Search for configuration items in storage to match the request, reserve assets for users with dates required.

View configuration item movements, such as new configuration items delivered and in storage needing to be delivered to users, or loan assets which should be collected back from users.

Calculate depreciation plans for owned assets based in straight-line, sum or periods digits, or MARCS double declining methods

Reserve asset costs against budget line items, linking purchase orders and invoices received to budgets and cost centers in many-to-many relationships

Create Purchase Orders for one or many configuration items required and manage the purchase process from order to delivery, configuration and delivery to the end user.

Reserve asset costs against budget line items, linking purchase orders and invoices received to budgets and cost centers in many-to-many relationships

Apply service level agreement rules to purchase orders with automatic notifications, reminders, etc..

Configuration item records contain links to all support and change requests affecting them, including cumulative down-time and number of incidents

Link configuration items and support contracts and warranties to each other in many-to-many relationships

Notifications sent out when warranties are due to expire

When creating support tickets linked to configuration items, you are alerted to any existing warranties linked to the configuration item

Network Topology - easily define and maintain topological links between configuration items, showing upstream, downstream or peer relationships

Use the Resource Navigator to easily move up and down through the linked configuration items displaying related support issues, change requests and business processes and users affected

Transfer existing relationships for a configuration item to a new or replacement item in a single click

 Easily define multiple service level agreement targets for ticket resolution

Define which events should trigger notifications, and who the notifications should be sent to for each event

Automatically change ticket urgency, reassign tickets or set to in progress on events

Define multiple escalations and escalation messages

Link SLAs to business hours

 Define SLAs for use with ticket types or approvals