IssueTrak
Posted by Abalryjab on Apr 30, 2008
We are pleased to announce that IssueTrak 8.0 is here and it is loaded with all kinds of new features. Along with an updated user interface, here are some of the new capabilities you will find in IssueTrak 8.0.
- Issue Classes – classify your issues into categories such as incident or change request and view dashboard counts and reports for each issue class
- Filtered Issue Types, Subtypes and Quick Picks – limit to specific organizations and/or groups
- Organization Administration Role – categorize your users into distinct organizations and then assign an administrator to create and edit users and groups within their organization
- Screen Pops – locate current caller and any corresponding issue information when call information is routed to a special URL
- Automatic Installation – install and upgrade quickly and easily
- Knowledge Base – allow anonymous access to your Knowledge Base by allowing any user to search and view public articles without logging in
- Tasks – cancel remaining tasks after a defined response and send email notifications to groups and/or individuals
- Asset Management – archive audit records, automatically match and assign assets to IssueTrak users
- Password Reset – allow users to define their own challenge questions for use with IssueTrak or Active Directory password reset
- Out of Office – issue automatic assignments based on time and day to accommodate separate shifts within your organization’s hours of operation
Upgrade to IssueTrak 8.0 Watch for an email containing your download instructions or check our support site (support.issuetrak.com) for a link to download the upgrade.
Manage
Posted by Elysa Dickinson on Dec 13, 2007
This article is a little delayed, as the new Apple iPhone hit stores several months ago, but it still worth a quick read for help desk managers who are considering mobile devices with internet browsing capability…
IssueTrak is just as excited about the new Apple iPhone as all the apple fans and techno-junkies out there. The iPhone’s top-notch web-browsing capabilities, an entirely new level compared to the web functionality of other cellular phones, bring IssueTrak to a whole new level. IssueTrak users have always been able to access IssueTrak with their web-enabled cell phones and other hand-held devices, but the quality and ease of use has always been lacking. Now with the iPhone, users can access IssueTrak to submit and check the status of their issues without missing the quality and ease of use they get on a full size computer monitor. We have always said that IssueTrak is accessible anywhere, anytime from any Internet browser on your computer…now it truly can be accessed anytime, from anywhere in the world. You could run a help desk from your lounge chair at the beach! With an iPhone, service desk managers and their support staff are capable of doing the tasks they used to do from their desktop, from anywhere they desire. These tasks include:
submitting an issue
searching the knowledge base
checking the issue queue
assigning issues to technicians
adding notes to issues causing emails to be sent to the relevant parties
searching and closing issues
creating tasks
monitoring the status of a project
The iPhone is more than just a toy. It has large implications for the corporate world as well. Numerous corporate Web applications that were not easy accessible with other cell phones are now possible thanks to the iPhone. Up until now, there hasn’t been a good interface for the pocket computer. Now there is. As I think about it, there could be a ton of practical uses unleashed for the iPhone since it has made a major leap in usability for handheld devices, regardless of songs and photos and phone calls. Simply having a truly useful Web browser that fits in your pocket is a breakthrough. –>
Big
Posted by Douglas Christian on Nov 28, 2007
How many copies of Adobe Acrobat have you installed in your organization? How many licenses have you purchased? If you can’t answer these questions, you are not alone. The record keeping that is necessary to keep track of purchased and installed software can be overwhelming.
A recent Business Software Alliance (BSA) and IDC Global Software Piracy Study revealed that 35% of the software installed on personal computers in 2006 was pirated. The BSA, a membership organization consisting of some of the largest software companies in the world, is working to reduce that number. Billing itself as the foremost organization dedicated to promoting a safe and legal digital world, the group is using its resources to influence public policy, educate and promote anti-piracy enforcement.
There has been much criticism surrounding anti-piracy enforcement activities and its effect on small businesses. The BSA goes as far as encouraging disgruntled employees to turn in their employers for the use of pirated software. Rewards up to $1,000,000 are offered for these tips, many of which are aggressively pursued with the assistance of law enforcement. Thousands of organizations have been brought into compliance through these efforts alone. If an organization is found to have violated piracy laws, significant fines can be levied and these organizations are typically forced into some type of settlement with the BSA. Money collected through settlements is used to help fund additional anti-piracy actions.
It is important to keep track of your software purchases and to periodically audit your environment to minimize the use of unlicensed software. IssueTrak has two capabilities that can help keep you out of hot water with the BSA. You can audit installed software using TrakPC and record software license purchases. Use of these features will allow you to generate reports that illustrate which licenses are unused, as well as, any potential problem areas. –>