For example, an issue identified on your ERP system needs different types of information than an issue identified on your Sales Force Automation system. Reinventing the wheel' is a huge resource drain, which can be stopped with a knowledgebase of historic information. Based on the Issue Types, the fields, prompts, and layouts of the screen will change. For example, the Issue Type of 'Oracle-ERP Bug' may collect information such as module name, version number and name of the screen, whereas the Issue Type of 'Intranet Performance Issues' may collect information such as URL, Response Time and Time of Day of the performance. Issues are automatically attached to the appropriate workflows which route them to relevant departments, groups or individuals, along with e-mail or pager notification.
Users can drill down and find out the exact status of a reported issue.
Further, e-mail notifications occurring as the Issue passes through various stages in the workflow keep everyone informed. Once the software is deployed to the final destination, the status of the Issue is automatically updated and the Issue can be closed. Intelligent defaulting of data helps users to quickly enter an Issue. Security is enforced at the user sign-on, which allows you to control access to critical information or restrict users from performing certain tasks. Both character reports and graphical DSS reports are available with the system.