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Hardware Inspector Service Desk
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Version
1.0
Hardware Inspector Service Desk is a valuable
extension for Hardware Inspector and Hardware
Inspector Client/Server, the all-in-one tools for
computer inventory and management from Database Harbor
Software. It is a web interface which provides
effective communication between a user and a
supporter. It helps users register on their own and
submit their requests directly from their workplaces,
which significantly shortens response-time from the
support team and incident solution.
One request per problem is advised: as soon as the
problem is solved the request can be closed and linked
to the maintenance history of a workplace, device or
license, which in its turn is a valuable data source
for reporting on performance of the Service Desk staff
and reliability of particular assets. Each request
contains the history of messages and file attachments.
The multi criteria filter allows users to sort
requests by various parameters.
Hardware Inspector Service Desk is fully customizable.
Administrators can change values of request parameters
and specify which parameters are available for users:
urgency, deadline, request type, etc. It provides for
a large variety of support policies in organizations.
The program features automated assignment of
responsibilities for request processing.
Administrators can assign a request to either a user
with supporter's rights or a support group. So when a
user selects a request type, the responsibilities are
automatically assigned.
Another feature is mailing notifications about new
requests and changes in request which keep the support
team posted on request statuses. The built-in
mechanisms manage the mailing list: notifications are
sent if a person has the right to receive
notifications and if such person is responsible for a
request. If there is no responsible person
notifications are sent to all supporters in the
organization to prevent the possibility of "lost"
requests.
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