vsDesk

The Russian Helpdesk a system, on the basis of the ITIL standards. Has following features:

• Registration and processing of requests and incidents of users.
• The automated change of the statuses of requests according to metrics of SLA.
• The automated order taking by E-mail.
• Possibility of attachment of files and screenshots to the request.
• E-mail and SMS notifications on the status of request.
• Possibility of authorization on the basis of Active Directory accounts.
• Reports on requests by the applicant and the contractor for a certain period.
• Registration and classification of problems in infrastructure.
• Communication of problems with incidents or with Configuration units.
• Possibility of automatic preserving of entry in the knowledge base on Bypass and Final solution.
• Possibility of attachment of files and screenshots to a problem.
• Reports on problems by Configuration unit or Service.
• History of lifecycle of a problem.
• Possibility of export of reports to Microsoft Excel.
• The directory of services with a binding of metrics of SLA and the report on availability of services.
• The knowledge base with categories, for information storage about problem solving or documentation.
• Base of Configuration units with the attached assets and a binding of the arisen problems.
• The change history KE and the attached assets.
• The ordinary designer of asset types with own set of fields.
• Export to PDF and printing of a card of Configuration unit and the attached assets.
• Three roles of users of the system "User", "Contractor", "Administrator" with different interfaces.
• Highcharts on the homepage with indicators of the registered problems and expired requests and incidents.

2014: vsDesk 2.0

• the feature to create completely configured roles and sets of the system rights is added. Now the client has an opportunity to create unique roles for the requirements and tasks. It will allow to solve almost any problems within functionality of a system;
• the reference book of Division is added;
• the user's binding to department (the reference book of Division) is added;
• comments on requests are added;
• the Head field in the reference book Users is added;
• the binding of KE to the reference book of Division is added;
• the report by the reference book of Division on asset types, quantity and the total cost is added (The Summary report on KE);
• the feature to delete and add an investment in requests, problems and the knowledge base, during creation and editing is added;
• the feature to edit the investment size, types of files and messages about errors is added;
• the feature to hide requests with a certain status on the main panel of a system is added;
• the feature for the status of request to freeze accomplishment of the request is added (the response time and solutions is not checked);
• the feature to create groups of contractors (the reference book of Group) is added;
• the feature to assign group of contractors to service is added. During creation applications of the notification are received by all participants of group, and the first changed status of request or the reassigned contractor becomes the contractor;
• the algorithm of calculation of metrics of reaction and execution of requests is optimized, the feature to consider the holidays specified in the SLA settings is added;
• the report generation mechanism according to requests is optimized, the feature for display of all active statuses of a system is added;
• the feature to change quantity of the displayed elements in lists of requests, problems, assets of KE, the directory of services, knowledge bases, news is added;
• the feature for independent registration of clients in a system and changes of some parameters of a profile is added;
• the parser of log files is added, logging of record/change/removal of requests is added;
• logging successful / errors of sending E-mail of notifications is added;
• logging successful / errors of sending SMS notifications is added;
• the feature for switching of type of authorization to the Active Directory directly in settings is added;
• upgradeability of a local profile at change of a profile in AD is added;
• the feature to edit tasks of the system scheduler is added;
• the fitter creating system tasks of the scheduler is finished;
• the system problem of automatic backup of a DB of the schedule is added (every Friday at 22-30);
• preserving of settings of a system is added to a problem of backup and the copy format is changed to *.zip;
• the feature to appoint observers from among users, during the work with the request is added;
• the feature to attach several KE to the request is added;
• the feature to select an interface language for each user separately from system language is added (belongs only with interface elements);
• the feature to appoint to categories of the Knowledge base of right of access for users of different system roles is added;
• the feature for the choice of columns in the list of requests for Control panels and in Management of requests is added;
• the feature for automatic update of the list of requests for Control panels with the selected interval is added;
• additional fields are added to the reference book of the Company;
• the feature for the choice of the statuses of the requests of a control panel displayed on the diagram is added;
• the feature for the choice of the displayed control panel elements is added;
• the feature for creation of additional fields (the switch, date, text box and the drop-down list) for the request and their fixing to services is added;