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(e)help

Owners Stephane Eursels Category
Help Desk
Contributors - Platform
R 8.5.2
Downloads 4982Download latest release Last Release May 28, 2008
Rating
(2 ratings)
 Project Creation Oct 15, 2007
Status Not active Short URL Not defined
Description (e)help a solution to manage your trouble ticket and helpdesk request for IT or any other domain In Catalog
No





(e)help is a complete Lotus Notes database to manage a trouble ticket / helpdesk which will enable you to facilitate the life of your users and the follow-up of your interventions. It is based on (e)notes core open source project of (e)solarc.

The (e)help application is to offer a service to centralize for all the types of request for assistance (named ticket or call) which can formulate an end-user of a company, named the userhereafter.

All the requests, named hereafter request, of the users are transmitted to a single point, named call center, which has in responsibility of validate or not the request, to treat it or transmit it to a third for realization.

This third, appointed the technician, is then responsible for the realization, if he need he can ask for approval to a responsible (for example in the case of purchase or attribution of a new material), or assign one or more tasks to various speakers, to follow advance, to put the request on standby or finally to close the realization.

Once the realization is finished, the request turns over to the call center which must then operate a first validation and can choose to turn over the request to the technician for information, corrections or achievements complementary, to send it for validation of the resolution by the applicant, or to enclose it.

If the request is transmitted to the applicant user for validation of the resolution of his request, he can accept it or refuse it.

If he accepts it, the request turns over to the call center which can enclose it (the request can also be enclosed automatically).

If he refuses it, the request turns over to the call center which can then makes the corrections or bring precise details and turn over it to the user for validation, or to turn over it to the technician for complementary realization, or to enclose it.

All the various stages of this process are associated notifications.

To create a new request in the application (e)help, the user can either comes directly in the application and fills the form, or sends an electronic message to the address mall of the application (this one must be declared like mailing-database), or calls the call center which will be create it for him.

Any user can create a request for another one.

In more of the management of the process of workflow, the application (e)help allows you to apply your rules of Service Level Agreements (SLA) to the requests, the requests except SLA will appear then significantly (in the form as in the sights).

In addition to the requests, the application (e)help also allows to manage a user guide on line, to record and build a base of knowledge (in particular allowing the technicians to index the known procedures or corrective measures), to record events major of your environment (example to announce a cut of waiter for maintenance or a breakdown likely to touch several people...) or of launching investigation campaigns of satisfaction near the users on the request handling.

For more information (in french only at this time) :
http://www.esolarc.com/?p=solution&r=doc&id=10


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