Additional
Features in version 2.10:
Attach Files To A Ticket
Store and associate Files with trouble tickets.
Set Administration permissions to allow Helpdesk Operators
and/or Users to attach "Ticket
Files" to individual trouble tickets.
Store "Shared files"
that can be linked to multiple trouble tickets. For
example, Documents containing common responses can be
linked to multiple trouble tickets and made available
to users to review
Add Custom Data Fields
Use the intuitive design tool available to administrators
to add custom data items to trouble ticket records.
Design the trouble ticket layout to accommodate custom
data items and preview changes before saving. Select
from a range of data field types
Text Box :
Fixed size alpha / numeric values
Text Area : Free
form text input
Combo Box :
Select from a list of user defined values
Check Box :
Tick / Un-tick the selected item
Set controls on when Custom fields are displayed and
users that that have access to view / edit.
Automatic Priority Assignment
For New Tickets
Default priority levels can be set based on Ticket "Type"
for example, a trouble ticket type of "Server Failure"
could automatically be assigned an Urgent Priority
Import Users / Microsoft
Active Directory
User details can be imported from external systems.
Import from a CSV format file or import from Microsoft
Active Directory. An import Wizard is provided enabling
matching of user detail fields to import into the Helpdesk
database
Log time against trouble
tickets
Record time spent when updating the ticket and view
the total time usage in the main ticket record.
User Logon Options / NT
Security Authentication
Allow end users to generate Helpdesk logon Accounts
(system Default) or restrict the generation of end user
accounts to Administrators and Helpdesk Operators
COMMERCIAL RATIONALE
Reduce the TCO (Total Cost of Ownership) by decreasing
the number of vendors you are managing, improving help
desk support, enforcing configuration standards and
effectively migrating to new technologies.
Track and manage licenses using the inventory and application
metering functionality. Identify illegal and unused
software, providing the necessary knowledge to purchase
the optimum number of licenses for your enterprise.
Ensure compliance with corporate configuration standards
using the software metering capability to identify and
maintain standard desktop configurations and those that
fall out of compliance even during server downtimes.
Plan and budget for migrations, ensuring that any desktop
changes needed to support an upgrade are effected. DNA
allows you to procure the components in advance, plan
the work and ensure the installation team is fully prepared
at the point of upgrade.
Effective Security Management for identification of
missing computer assets such as CD-ROMs, memory, hard
drives and even entire computer systems.
Reduce the need for costly physical inventories by
removing the need to visit each desktop.
Assisting with Disaster Recovery by transferring the
IT information collected by DNA to your contingency
plans, identifying where critical users and revenue
related PCs are located.
Virus prevention and remedial activities are essential
for any enterprise. As DNA works independently of your
e-mail server, periodic updates can be distributed to
your users even during a virus crisis. |
