Incident Entry and Tracking
Incidents via Self Service Print E-mail

You may choose to give limited system access to your customers. They can then submit incidents directly on-line themselves. They can also view reports and track progress on incidents they have submitted, thus reducing Phone-in time.

1ServiceDesk accepts various methods of submitting incidents into the system:

 
Last Updated on Monday, 28 December 2009 14:18
 
Incidents via text message Print E-mail
If you subscribe to an SMS/Text gateway service, your customers may submit queries/incidents by SMS/text message to a dedicated number. We also use shared numbers, but with the added challenge that the customer has to correctly enter a Key-Word as the first part of the message.
 
Incidents from web connected servers and PC's Print E-mail
1SD accepts incoming http messages from web-connected PC's or servers. You application simply needs to launch a simple batch file which we give you, and this submits an entry into 1SD. A typical example could be anytime a certain error is encountered on an application. 1SD will then accept that incident, automatically allocate it to the given resource, and send alert email messages.
 
Tracking of feedback Print E-mail
Once the Incident is submitted to the system, an incident control page is used to communicate with the customer, track all activity on the incident, and finally capture the root cause of the incident, and Close it.
 
Track the Cause of Incidents Print E-mail
One important part of Incident management is to find trends in failures so that you can prevent repeat occurrences of the same incident. The incident control page allows you select the root cause of the incident so that in future you can find and group similar causes.
 
Print Job Cards Print E-mail
The incident control page allows you to print Job Cards per incident. These are handy when you physically need to hand a work instuction to a vendor, or when you need physical paper sign off of a job. The job cards are branded with your corporate logo.
 
Incidents via email Print E-mail
1SD accepts incident submissions directly into the system via email.
 
Incidents from machinery and equipment Print E-mail
1ServiceDesk is integrated into the cellphone GSM network. What this means is that with the purchase of a small GSM device, any machine or equipment can submit it's own entry into the system. An example is when the water level on a remote farm dam reaches capacity, it can submit an incident to the system. There is also the facility for the system to send a message back to the device on the farm, and activate equipment. For example, turn the pump on.
 
Full audit trail Print E-mail
The Incident control page timestamps and namestamps each update to the incident. Thus a full audit history is kept, and for every incident you can see exactly who did what.
 
Supports attachments Print E-mail
1SD allows you to attach files to incidents. This may be in the form of Screen Shots of an error. Or you may want to attach invoices, quoted, etc.