Tracking System & Incident Management
Service management | Incident tracking
The Tracking System application organizes your service and incident management processes efficiently on the EGroupware platform.
Get a complete overview about service inquiries and automate your delegation and escalation processes. Create, update, discuss and resolve reported customer issues or issues reported by your organization's members.
Use the Tracking System as your service portal addressable at any time.
Communication
Create incident queues and categories to sort and classify issues. Assign requests automatically to a person or team in charge. Set up advanced user and group rights to customize the Tracking System specifically.
Follow up and discuss with the ticket creator by adding comments or exchange concealed information with your service team. Get fully informed about all changes of incident tickets by email notification messages.
Quality control | Escalation
Keep your service processes on a high standard of quality by using the Tracking System's escalation matrix. Set up service rules and change e.g. incident queues, categories or assignees according to the status of an incident ticket automatically.
Reporting
Get a full overview about your incidents with advanced reporting features. Time period related graphical overviews with pie and bar charts as well as data exports and print to spreadsheets summarize your service performance.
Integration | Follow up proceeding
The Tracking System is integrated with the EGroupware modules and can refer e.g. to the Knowledge Base and Wiki application. Ticket related tasks and time documentation can be added for further proceeding. Emails can be saved as incident tickets on click or automatically.
VISUAL & ORGANIZING
Advanced reporting with charts and pie charts
Service management in different ticket queues
Structure service queues with categories and versions
Follow up service quality by status and resolutions
Create extra fields for additional information on queue level
Editable default resolutions
Flexible filtering by queues, categories, versions, status and resolutions
Show accumulated time sheet entries
Select columns to display
VISUAL & ORGANIZING
- Advanced reporting with charts and pie charts
- Service management in different ticket queues
- Structure service queues with categories and versions
- Follow up service quality by status and resolutions
- Create extra fields for additional information on queue level
- Editable default resolutions
- Flexible filtering by queues, categories, versions, status and resolutions
- Show accumulated time sheet entries
- Select columns to display
OPERATIONAL & CREATING
- Create tickets and add comments
- Use restricted comments for internal communication
- Assign tickets to users and groups
- Auto-assign tickets according to categories
- Convert tickets to tasks and add time documentation on click
- Use pre-filled time documentation entries
- Convert emails to tickets
- Set "Created by" flexibly
- Define multiple escalation structures for controlling service quality
- Set "overdue" and/or "close pending" automatized
- Configure automatized mail handling on queue level
- Interlink queues to projects
- Link entries and attach files
- On click access to file storage
- View versions of attached files, revert deleted files
- Create canned responses, preview and edit text while commenting
- Manage multiple tickets at once
- Print working receipts for filing
- Get notification emails on preferred level
- CC-feature: Use addressbook search to notify external contacts
- Option "do not notify" about changes
- Full text search
SAFETY & SECURITY
- History function
- ACL - sophisticated access control system
- Advanced configuration for assignments
- Configurable approval process
- Restriction of tickets to creator or group
- Allow / deny votes and bounties
- Forced, default and personal preferences
- DATA EXCHANGE | CONNECTING
- Scheduled Export / Import (CSV)
- Default Export Spreadsheets for reporting
- Default Text document templates for printing