FUNCTIONS

• internal and external Help Desk System oriented to users inside the organization or other organizations
• Incident and call management
  • Incident data:: incident number, data control, assigned technician/group, state, priority, typology, detail, etc.
  • Client data: code, full name, telephone, e-mail, cost center, job center, department, etc.
  • Audit: data, change state, assignments, author...
  • Ticket closure data: data, closure code, comments, worktime
  • S.L.A. (Service Level Agreement)
  • Customizable formularios depending on typologies
  • Customizable forms depending on state, data...
• User profile configuration: administrator, operator, technician, group manager, user/final client
• Automatic ticket registration from e-mail
• Automatic response integration from e-mail answers, as ticket diaries
• Knowledgebase
• Help on decision making
• Report module
• Statistical analysis
• Typology tree
• Automatic technician/group/SLA assignment
• Inventory management
• Worktimes
• SNMPc Network Manager alarm integration
• Características de SNMPc Network Manager:
  • Secured: SNMP v3 encryption.
  • Scalable: Distributed pooling optimized to workgroups or the entire enterprise.
  • Connected: a wide variety of electronic notifications such e-mail, SMS or Beeper. Scalable to attend Help Desk events and/or domain administration systems.
  • Accesible: .

All the attend® CS are based on attend Professional®.