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Standard |
Enterprise |
| Ticket Management |
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Origin of incident: web, e-mail, text message, self service |
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Job Queue |
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Ticket Templates |
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Containterticket (container for the editing of similar tickets) |
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Protocol and History |
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Freely definable status (new, editing etc.) |
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Freely definable actions for each status (accept, decline etc.) |
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Conversion of tickets |
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Quick Tickets (fast registering of tickets) |
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Manual Ticket Triage (forwarding) |
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Automatic Ticket Triage (forwarding) |
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Configuration Management link (CMDB) |
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Ticket Wizard Manager (ticket assistants are freely definable) |
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Ticket Views (various views with permissions to data fields) |
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Adoption of tickets of other users, supporters and groups through permissions |
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Automatic ticket completion (configurable) |
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Ticket completion by user |
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Reopening (completed) tickets |
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Predefined ITIL Workflows: Incident, problem, change, ... |
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| Task Management |
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Objects: Project » Release » Work Package » Work-Item |
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Optional number of hierarchies and objects |
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Expiration date |
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Categories |
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Project management |
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Task Hierarchy Tree |
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Hyperlinks between tasks |
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Relocation (moving) of tasks and task trees |
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Reminder-function |
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Data inheritance for sub-tasks |
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Parent tasks can only be closed when sub-tasks are finished |
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Multiple views |
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Task2Mail |
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LDAP Support |
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Outlook integration |
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Freely definable Workflow |
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| Service Level Management (SLM) |
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Optional number of SLA's, OLA's |
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Optional number of contracts, services, priorities and escalations |
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Scope dependent on user, configuration items, DBfields and assistants |
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Automatic as well as manual escalation possible |
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Automatic notification in case of critical events |
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Fixed as well as dynamic SLM links |
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Event-oriented escalation |
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Event notification to freely configurable media (E-Mail, text messages, fax etc.) |
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Early warning system (for the recognition of trends) |
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Freely definable Workflow |
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| Workflow Management |
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Freely definable Workflows (ordering, ITIL Workflows, new employees, etc.) |
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Workflow Designer (drag-and-drop-based) |
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Workflow Engine (processing) |
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Workflow Monitor |
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Dispatching- and rule management (flexible routing mechanisms) |
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Rules freely definable |
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Completely web-based |
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Plug-in architecture |
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Multilevel escalation through application of multiple conditions |
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Tracing (process tracking) |
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Integration of Directory Services (LDAP) |
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XML import/export of Workflows |
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Easy creation of HTML-forms |
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Numerous interfaces (LDAP, SQL, WebDAV etc.) |
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Process Rollback |
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Enterprise Application Integration (EAI) |
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Script Engine (VB, WSH Windows Scripting Host etc.) |
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| Knowledge Management (KB) |
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Ranking and rating |
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Freely definable templates (FAQ, KB-articles, documentation, instruction etc.) |
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Release process |
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Version management |
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Attachments as links or URL |
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MS Sharepoint Services Integration |
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Spelling and grammar check |
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Recommend articles |
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Subscribe to articles |
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Expiration date of articles |
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Complex search (full text, keywords, asterisks) |
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Integration in ticket registration |
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Integration in Ticket |
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Integration and import of other KBases |
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Solution assessment in KB and Ticket |
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Interactive registration of known errors |
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FAQ based on Tickets and KB |
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Freely definable Workflow |
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| Configuration Management (CMDB) |
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CMDB integrated into Workflows and Tickets |
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Automatic and manual inventory update |
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Lifecycle management |
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SLM Integration |
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Freely configurable attributes |
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Change history |
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Manual and automatic data registration |
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Inventory data integrated into Tickets |
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Remote control (Netviewer, NSM, NetOp, NetMeeting etc.) |
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Asset Importer (enteo, text messages, NSM DNA, Centennial etc.) |
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Freely definable Workflow |
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| Messaging & Collaboration |
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Text messaging, e-Mail, fax, pager, event etc. |
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Freely configurable Message Engine |
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Mail2Ticket (mail to TXP creates a ticket) |
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Mail2Ticket with Reply Tracking |
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Whiteboards (news with expiration dates) |
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Freely configurable notifications (news) |
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Outlook integration |
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Placeholder for data fields in notification through variables |
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Reply e-mail with Ticket |
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| Capacity Management |
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Based on projects, cost centers, cost types |
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Charging types freely definable |
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Mathematics Engine |
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Formula Manager for variables |
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Integration into Ticket |
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Open interface for user-defined order processing |
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| User und Security Management |
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Security Manager for controlling authorization and permissions |
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User management via LDAP (ADS, LDAP, NDS etc.) |
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User management via connector on each source (SAP, Oracle etc.) |
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Role-based user management |
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User profile |
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Passthrough-authentication (Single SignOn) |
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MS Cluster compatible |
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Interactive permissions (instantly active without login) |
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Membership in several groups possible |
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Public User (registration of unknown users) |
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Password (change possible before login) |
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Team Management |
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| Reporting and Statistics |
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MS SQL Reporting Services |
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Export formats: HTML, PDF, XLS, TIFF, CSV, XML etc. |
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Drilldown and Image Map based |
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Subscription to reports |
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E-mailing reports |
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Freely create reports and categories |
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| Computer Telephony Integration (CTI) |
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TAPI support |
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Automatic Call Distribution (ACD) |
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Dialed Number Identification Service (DNIS) |
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Automatic Number Identification (ANI) |
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Call Flow |
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Screen Pop-up |
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Fast Call Login: Ticket and identification |
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Easy Call Login: 3 clicks |
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Identification through several criteria (name, e-mail etc.) |
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Free media integration (White Pages etc.) |
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| User Interface and Navigation |
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MS .NET application look and feel |
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State of the art ergonomic norms |
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Side Tab Navigation |
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Usability optimization via Ajax |
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| General Features |
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Favorites |
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Import/Export |
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Open interfaces and standards |
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Interactive, context-sensitive online support with user manual |
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Configuration Manager (web-based tool for configuration) |
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Dashboard for Performance Management |
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Key Performance Indicators and Key Success Indicators |
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ASP licensing (Application service providing) |
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Site License (flat-rate license) |
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| Architecture and Technology |
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ITIL compatible |
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Completely web-based |
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No software installation |
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Multilingualism and time zones |
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Multi-client capability on all levels |
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MS.NET technology |
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Postback-optimization through Ajax |
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Webservices and remoting technology |
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Oracle support |
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SQL support |
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