TotalOffice Process Tracking System
(Trouble Ticketing System / Helpdesk Software / Open Source Helpdesk Software)
Introduction
Every critical process in a company must be
tracked to its conclusion/completion. Some such critical processes
include:
The conventional (email or telephone call)
based
way of working is dependent on the individuals concerned; and is
prone to communication gaps; generally resulting in frustrated staff
and unhappy customers. Also functions like IT Helpdesk need such a
system as part of ITIL or ISO15000 requirements; similarly for ISO 9000
related requirements.
Process Tracking System
It is a browser
accessible application, which can be installed on a system in the
customer's office or made available out of an Internet Data Center.
Users are authenticated and allowed to log-in and work. All their
communication relating to the assigned process can be done from the
PTS or they can update the status in it.
Features & working
Create multiple processes with different
owners (e.g. respective managers.) Each process can have its own
rule for completion.
The workflow starts when a job/request/item
is entered into a process by sending an email, SMS or using a web
form. Required files (documents/images/drawings) can be attached.
These jobs can then be assigned to specific
persons by the manager; reassigned to others before/on completion,
or moved to the next process, or closed.
Individuals login to the Process Tracker and
work in it, including using the built in email client to send/get
relevant email. Since all the email exchanges, documents, comments
are all in one place, it provides the complete case history for
anyone to work on the case/job.
It is possible for the original requester
(e.g. the customer) to query the status.
Many reports are available for management.
Benefits
Enables a system dependent (rather than
specific person dependent) mode of working. All necessary
information being available, reassignment is easy.
The customer feels a team is working for him,
rather than an individual, which is very comforting.
Management gets a quick view, with actionable
information. Managers need not spend time on follow-ups.
Interested? Contact us.....
(Keywords:
ISO 15000, ITIL, IT helpdesk / servicedesk, Open source, Bangalore,
Chennai, Coimbatore, Pune, Mumbai, Process Tracking, Request Tracking,
RT, RequestTracker, Workflow solution)
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