Alexsys Team 2 Service Desk

Transcription

1 Alexsys Team 2 Service Desk An affrdable fully interactive Service Desk that wrks seamlessly with Alexsys Team The Alexsys Team 2 Service Desk is an add-n prduct fr Alexsys Team 2 that prvides fully interactive webbased custmer supprt (prtal) sites that wrk seamlessly with yur Alexsys Team 2. The Service Desk Visual Builder and standard AJAX architecture make it easy t add a Team 2 integrated custmer service desk t yur existing web site. Service Desk user registratin can be self-registering, mderated, r autmatic using external validatin like Active Directry. Once registered, service desk users can submit new tickets, view their tickets, add ntes and attachments, view respnses, and receive ntificatins when respnses are added t their tickets. Alexsys Team Service Desk is implemented using AJAX t prvide superb perfrmance and maintain security. Key Features Flexible Registratin - Users can self register with an cnfirmatin, mderatrs can apprve users, r users can be externally validated. An ASPX script is prvided t use Active Directry as a lgin methd int a service desk that autmatically registers the users and keeps their prfiles up t date. Submit and View Tickets Users can submit new tickets and view their tickets. Add Ntes and Attachments Users can add ntes and attachments t existing tickets. View Respnses Users can immediately see respnses entered in Alexsys Team. Alexsys Team wrk requests cntain special respnse ntes that are viewable n the service desk.

2 Edit Prfiles Users can update their prfile infrmatin and reset their passwrds. Pre-validated users (like Active Directry) can be autmatically updated. Brwser Independent Wrks with Internet Explrer, Firefx, Opera, and Safari web brwsers. Unlimited Service Desks and Service Desk Users Create as many Service Desks as required. There are n limits r charges based n number f Service Desks r Service Desk users. Operates in Trial Mde The Service Desk wrks with yur current Team installatin and runs as a fully functinal trial versin s yu can evaluate it. The trial versin is limited t 100 tickets. Fully Integrated with Team - When a Service Desk user submits a new ticket, a new Team Wrk Request is created using the specified request type. Alexsys Team users update, respnd, and clse wrk requests and Team takes care f updating the Service Desk. Team Ntificatins and Escalatins can be used t send respnse cnfirmatins t users, ntify Team users f new tickets and user ntes, and escalate tickets that require attentin. Leverages the Pwer f Team Since Service Desk tickets are Alexsys Team wrk requests, yu can use the pwer f Team t autmatically update fields with triggers, send ntificatins t Alexsys Team members r Service Desk users, escalate, calculate, etc. Multiple Service Desks Team can supprt multiple Services Desks fr different needs. Each Service Desk is cnfigurable with a registratin methd, default request type, custm numbering, new ticket defaults values, attachment security and limits, and custm templates fr user registratin. Service Desk Users Service Desk user infrmatin is stred in a Team lkup table s they can be mnitred, viewed, r deactivated using Team. Respnse Ntes Team users can add a respnse nte t a wrk request and it is immediately displayed n the Service Desk. All ther Flags, Discuss, and ntes remain private and are viewable by Alexsys Team users but nt shwn n the Service Desk. Visual Designer fr Ticket Lists and Ticket Frms The Visual Designer lets yu graphically layut the ticket lists and new ticket frms using yur Team database fields names, autmatically updating the web pages and scripts s n prgramming is required. Style based Style sheets architecture makes it easy fr yur web designer t adapt the service desk t match yur web site. Integrated Knwledge Base The basic service desk prvided includes a tab t search the Team knwledge base t prvide a cmplete supprt experience.

3 Architecture The Alexsys Team Service Desk is implemented in tw parts: The first part is a supprt site cnsisting f web pages and JavaScript. This can be tailred and adapted t match yur web site and needs. The secnd part is ur AJAX API and Service Oriented Architecture (SOA) which are implemented using Team-Web. Service Desk functins can be accessed frm any state-f-the-art server-side r client-side system like.net, Ruby n Rails, PHP, etc. The AJAX API permits the full and interactive retrieval f Team data fr tickets and Team Lkup tables fr display r t create intelligent cntent and drp-dwns. Architecture Key Features Cmplete Security runs utside yur firewall and supprts all IIS security including: IIS Prt cnfiguratin, Hst limiting, and SSL. Ticket Visibility Cntrl Service Desk users can nly view their wn tickets. In additin, each Service Desk can have its wn filter t further limit viewable tickets based n age, status, r any ther cnditin deemed apprpriate. Superb Perfrmance Team Service Desk AJAX requests have been fully ptimized t deliver maximum perfrmance. We even permit multiple requests at ne time t further ptimize perfrmance. Dynamic Cntent Supprt Dynamic cntent supprt allws yu t create an advanced and interactive experience fr yur Service Desk users. Data can be retrieved frm Team Lkup Tables filtered and autmatically frmatted t ppulate select drp-dwns with ne line f cde. Open and Extensible Data Access The base JavaScript cde generated frm the Visual Service Desk Builder can be extended t select data frm Team with cmplex filters r frm ther data surces. Prfessinal Services Available The Alexsys Team Service Desk perates right ut f the bx. Styles and JavaScript supprt rutines make it easy fr a web develper t adapt and integrate the Service Desk int yur web site. In additin, we als ffer prfessinal services: Alexsys Team Cnfiguratin t create required Rules, Triggers, Ntificatins, and Escalatins. Training and Cnsultatin t assist yur web develpers. Web Develpment t cmpletely implement yur service desk nt yur web site. Unlimited phne supprt fr custmers with extended supprt. Training and Web Develpment can be prvided at an additinal charge.

4 Team Service Desk Visual Builder The Alexsys Team Visual Service Desk allws yu t visually cnfigure yur service desk ticket list and ticket frms. Visual Builder Key Features Prebuilt and Custmizable Cmes prebuilt with Ticket List and Ticket Frm. Create Yur Interface in Minutes Visual Builder lets yu: Add, edit and remve fields Change labels Create filtered and dynamic cascading drpdwns Uses Team Available Fields - Obtains available fields by cnnecting t yur live Team database. Preview Mde Opens a brwser t instantly test yur changes. Field Prperties Allws yu t specify: Required fields when editing new tickets View nly fields t be displayed nly n existing tickets (e.g. Status) Suppressed Fields that nly display when nt blank Multiple Tickets and Lists supprt service desks with: Single ticket list and ticket frm Single ticket with multiple ticket frms Multiple ticket lists and ticket frms Secure Remte Operatin Can perate utside yur firewall t allw the design f the service desk while maintaining security by restricting access t yur netwrk and Team envirnment.

5 Requirements OS: Brwser: Alexsys: Alexsys Team-Web: Micrsft Windws XP, Windws 2003, Windws Vista r later with Internet Infrmatin Server (IIS) IE 6, Firefx 2, Safari 3 r later versins Alexsys Team 2.10 RC11 r later. Alexsys Team-Web must be cnfigured but need nt be licensed. Alexsys Crpratin Phne: Fax: inf@alexcrp.cm