DocTrix Service Desk

DocTrix Service Desk 2010

The DocTrix Service Desk 2010 system is intended for process automation of user support and maintenance of IT-systems.

DocTrix Service Desk allows to register and process all types of the addresses coming to IT divisions from users and also to manage events and incidents. A system is designed according to the principles of methodology of ITIL (IT Infrastructure Library).

Screen of the DocTrix Service Desk system. Source: Intelligent systems

The DocTrix Service Desk system is constructed on the Microsoft SharePoint platform using the designer of business processes of Nintex Workflow 2010. The universality of a system allows clients to finish its functionality independently, without participation of specialists in programming. Thanks to it, it is easy to adapt a system to change of regulations of work of IT service, even in the absence of the qualified SharePoint developers.

System implementation of the class Service Desk allows to structure processes of work of IT service, to keep track of quality of task performance, to predict development of IT of division.

Functionality

• Graphic designer of forms
• Graphic designer of workflows of Nintex
• Forum
• Control of filling of obligatory attributes of forms
• Management of display of attributes of forms
• Management of display of buttons of a start/stop of workflows
• Automatic filling of values of attributes of forms
• Dynamic mapping of attributes of forms
• Management subsystem requests of users
• Automatic creation of requests by means of an e-mail (event management)
• Creation of requests using the web interface
• Registration and classification of the request manager
• Binding of the arrived request to already created incident (to a request on about a sluzhivaniye)
• Control of execution of requests by the initiator or manager
• Automatic passing of control of execution in the absence of reaction from the initiator or a dispetcherapodsistem of incident management and service requests
• Automatic detection of a route of processing of an incident (a request on
• service) depending on the specified service and category
• Automatic detection of term of processing of an incident (service request) depending on the relevant agreement on the level of service
• Manual determination of a route of processing of an incident (service request) by the manager
• Escalation of an incident (service request) for the 2 and 3 support line
• Approval of works on an incident (service request) of the owner of category
• Prioritizing of incidents (service requests)
• The preconfigured representations and reports on incidents and service requests
• Export of representations to the MS Excel taking into account filters and groupings
• Time recording on everyone to an incident (service request) by the staff of Service Desk
• Subsystem Knowledge base
• Automatic creation of entries in the Knowledge base on the basis of reports of contractors on the solution of an incident (service request)
• Manual creation of entries in the Knowledge base by engineers gruppy technical support
• Binding of records of the Knowledge base to types of services and kategoriyampoisk zapiy Knowledge base
• Subsystem of polls
• Poll of the manager about extent of influence of a zyavka (an incident, a request on service)
• Poll of contractors about methods of elimination and results of execution of an incident (service request)
• Poll of applicants about quality of accomplishment of the request
• Subsystem of mass notifications
• Formation by the staff of Service Desk of mass notifications on the preconfigured template
• Automatic detection of group of mailing of the mass notification
• Manual determination of group of mailing of the mass notification
• Binding of the mass notification to the corresponding request (incident, service request)
• Possibility of a delay of the mass notification
• Possibility of tracking of the status of sending mass notification