System |
Search and Reporting |
Customization |
Workflow |
Security
System Features
Web-based GUI (IE4-IE6, Netscape, Opera) - Accessible anywhere, anytime
Relational Databases (Oracle, Postgres, Sybase, SQLi)
Open Database Structure (Allow usage of 3rd party tools)
Built-in Data Integrity - Prevents invalid data entry
Automatic Notifications
File Attachments - Share files securely, Easy upload/management interface
Universal Time Code (UTC) Date - Work effectively in multiple timezones
Remote Monitoring
Configurable Workflow
Time and Cost Tracking
Recursive Ticketing - Track unlimited levels of subtasks
Shared Calendars - Link meetings to tickets and share your calendar with the entire team
Unlimited Hierarchical Departments
eMail Ticket Submission
User Profiles
Activity History
In-Table Editing - Quickly priority, schedule, or assign tickets from the report views
Search and Reporting Features
Search within Department Hierarchy - Quickly get to the right department
Context Search - Find logins by partial name search
Point and Click Ad-hoc within all reports
Regular Expression Search
Personal Saved Queries for Repeat Usage
Search by any field including UDF
Configurable, Sortable, and Drillable Report Layout
Drillable Heat Maps
Bar Charts
Export to Excel
Open to any 3rd Party Reporting Tool (e.g., Crystal)
Resource Utilization Chart - Shows utilization activity for every login
Reporting Across Multiple Departments/Sites
Report Scheduling for Automated Generation
Customization Features
Unlimited User-Defined Fields (UDF)
Automatic Notifications on UDF changes
Configurable Notification based on user function (ticket participant)
Configurable Selection of Notification (Recipients, Media) via GUI and Rule-Based
Multiple Time Zone Support
GUI-driven UDF Addition
Configurable Workflow
UDFs Exportable to Excel
Inheritable UDF configurations
Search Forms based on UDF Configuration
User Profiles - manage ticket scope and field sets using shared or private profiles
Configurable Selection Lists (Drop-downs)
Specialized Numeric UDFs (for numeric operations reporting)
Customizable Views (Choice of any columns, including UDFs)
Contact Fields (e.g., owner/requestor/UDF) with Referential Integrity and Automatic Lookups/Searches
Unlimited length UDFs
Searchable Views, including UDFs using Regular Expressions
Integration with 3rd party sites via UDFs (URLs with parameters)
GUI-Driven Field Labeling
Workflow Features
Automatic Field Population - save time entering data
Automatic Notifications
Unlimited Escalation Levels
24x7 Roster Management
Dynamic Ticket Assignment
Follow-up Dates - schedule tickets to automatically pop into the workbench at a future date
Automatic Event Generation (Ticket Created, Field Changed)
Periodic Report Generation & Distribution
Unlimited States
Unlimited Activities
Security Features
Per-project/participant access levels
Unlimited Hierarchical Groups
Security (128-bit SSL encryption, login/passwords)
Automatically filter views based on project membership
Fine-grained access privileges: add, edit, view tickets
GUI-Based Configuration of Privileges
Audit Trail
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