A concise review of the
latest Fast Track Help Desk & PPM Mechanisms
SLA/KPI
Analysis
* Various reports and charts
show Completion SLA Pass/Fail analysis in summary and detail. Reports can be
filtered by combinations of Building, Contractor and Work Type as is
applicable.
Customer Satisfaction
* Up to six questions with
Yes/No answers can be logged for each job. The question text can be
adjusted, as well as the number of questions. Several charts show overall
satisfaction counts, including by building and contractor.
Asset
Loans
* Asset Loan work type (ASSET_LOAN) jobs can optionally cause the Assets table
to be updated - the requestor of the job is updated
to the Asset table's employee code column for the chosen asset.
Asset
Requisitions
* Management of Asset
Requisitions generated from Call Logging, and new Asset Requisitions view.
Asset requisitions can be used to generate ASSET DEPLOYMENT JOBS.
Asset
Mechanisms
* Asset Users - a data structure for asset sharing (assigning many people to an
asset).
* Software Assets - tracking of assets as software products and/or licences.
* IP Addresses - new IP address finder available in Call Logging, with data
structures to manage IP addresses by location and user.
Labour
Resource Change Comms Logs
* If a different labour resource is chosen for a job, a Comms Log is written as
part of the job audit trail.
PPM Asset
Finder
* The Asset Finder added to PPM Task Wizard to
facilitate better asset identification. The asset list can be filtered using
a variety of combined keywords.
Chargeable Items Required
* A flag can be set in the Call Logging view,
which means that jobs cannot be closed if they have no chargeable Misc
Items. This mechanism forces at least one charge against a job.
Launch
VNC or other IP Viewer from Asset Code
* An IP address recorded against an asset can be used to launch a remote viewer
(such as VNC) with a couple of mouse clicks. The
Viewer (such as VNC) can be specified as application object.
Caller
Finder / New Caller
* 'Caller Finder / New Caller' provides a method of adding the details of a new
caller during a call.New callers can
come from existing customers and new customers can be added at the same time as
new callers. Very useful if not all callers are known (or cannot be known).
Building Finder / Building Caller
* A 'New Building' mechanism has been added to the Building Finder, facilitating the addition
of new buildings (and their address details) during a call. This is a useful
mechanism if background data is being built as the system is being used
(especially at the start of the project), rather than before the GO LIVE
date.
