GROUP ITEM FEATURE STD PROF HS
  General Available Languages English
      Catalan
      Spanish
    Calendar Multi-Calendar
      Multi-Timetable
    Services Notification Server
      Inbox server (Ticket creation from e-mail)
      Report server
    Help Online help
      Available in HTML format
      Available en PDF format
    Versions Once a year, minimum
      Specifics will remain after updates
  Platform Supported operating systems Linux, Windows, AIX
    Suppoorted databases

DB2,MSSQL,MySQL,Oracle
(any 'i' version)

  User interface Technology Web
     

Supported browsers (Iexplore,
Firefox, Mozilla)

    Application profiles Technician
     

Client

    User customization By role(User Group)
  Data
Master
Ticket Closing codes
      Support groups
     

SLA

      Ticket typology
     

Resolution typology

      Worktime type
    Inventory Inventory element types (hierarchy)
    Third parties Types of third parties
     

Multi-Company

      Support companies & Client companies
     

Company consolidation

      Company chart
     

Multiple locations to one contact

    System Technicians
     

Users

  Processes Ticket management Ticket types (default): Incidents, Requests, Claims, Questions, etc.
     

Ticket states: Pending validation, Open, Pending assign, Assigned, Transferred, On hold, Closed, Finished, Cancelled

 
      Group assignment and Technician assignment  
     

Group and Technician escalations (transfer)

 
      Links between tickets  
     

Ticket hierarchy (Parent/Child)

 
      Visibility options for diary comments  
     

Notification to client or technician from diaries (also with attachments

 
      Ticket on hold (SLA without penalty)  
     

Automatic ticket close in tickets on-hold (scheduled)

 
      Ticket worktime (Activity, Date, Technician, Time and Observations)  
     

Ticket audit (changed states, assignments, etc.)

 
      Assignment tpes (Assignment and Transference)  
     

File attachments

 
      Affected inventory item linked to ticket  
     

Contact data

 
      Contact can access to all his tickets (contact view)  
     

Contact inventory items view

 
      Access to inventory item from ticket  
     

SLA1 response and close data limits calculations

 
      SLA2 response and close data limits calculations  
     

Closing a ticket

 
      Reopen  
     

Quality forms

 
      Additional data forms  
     

User defined fields

 
    Inventory HW SW management
     

Inventory from company chart

      Inventory: warranties, renting, adquisitions, location...
    Workflow Business rules: Total configuration for actions, notifications, ticket behaviour, SQL sentences, scheduled tasks...  
      Client and technician notifications
      E-mail customization
    Automatic assignments Unattended assignments"
    Automatic scalataions Scalations with no level limits
      Trigger scalations: Notifications, Change on ticket, string analysis...)
    History Tickets
      Automatic and scheduled archive.
    Knowledgebase Search on different entities (ticket, diaries, etc.) in production, archive or KB.
      Knowledgebase tree
  Costs Costs input By activity type
      By technician
    Reports Cost
    Export Excel, PDF, Word, HTML
  Quality Surveys Questions and answers definition and analysis  
      Question blocks  
     

Form definitions

 
      Survey e-mailing  
     

Quality statistics

 
  ITIL Configurations Configuration elements  
     

Configuration

 
      Services  
     

Contracts

 
  Integrations Tools Automatic inventory integration ready  
     

SNMP integration (via email)

 
      Portals (single sign-on)  
    Login LDAP validation  
      Multiple LDAP validations  
    Contact import From LDAP  
      Intermediate table  
     

Specific development (ERP, RRHH, ACT!, etc.)

 
    E-Mail Notifications server
     

Inbox Server (Ticket creacition from e-mail)

  Reports and Analytics Report engine Based on Crystal Reports XI
    Available reports SLA situation
      Service state by ticket typology
     

Service state by cost center

      Service state by support group
     

Service state by technician

      Tickets by data statistics
     

Time and cost by ticket typology

      Time and cost by cost center
     

Time and cost by support group

      Time and cost by technician
     

Compliance reports

      Inventory items detail
  Administra-
tion/Parame-
terization
Roles
and Authorizations
Roles and allowed actions  
    Texts Labeling
     

Error messages and others: customizable

      Ticket data statistics
    Views (Menus) Columns, Actions, by role, column ordering, etc.
    Ticket Form Tabs definition on ticket(by role)
    Selection dialogs Fields available, order by default  
    Business Rules (Workflow) Allow/disallow actions on ticket  
     

Allow/disallow dialogs on ticket

      Content assignment depending on ticket events (Create, Modify, Delete)  
     

Automatic notification depending on ticket events

      Automatic SQL sentences depending on ticket events  
    Scalations Scalation definitions:
      Ticket values change  
     

Notifications generation

      SQL sentences