HelpTrac Basic Features
Problem and Resolution description on Ticket screen are
8000 characters
Store standardized solution to problems for quick reference
Store and refer to documents including wiring maps, training
schedules, how to's, etc.
Attach files to tickets for reference
Search for user ticket history or location ticket history
Create 10 Quick Tickets for fast ticket entry
"New Ticket" flag notifies assigned technician
which ticket(s) have not been reviewed
dBase file structure using the lightning-quick CodeBase
Engine
Ten Security Levels (nine can be customized)
Solution Tree: build your own knowledge base, unique for
your organization
Compatible with Win 9X,/NT, Win ME, Win2000, and Win XP
Technician lock-out for maintenance purposes
Notes file
Link to external programs while in HelpTrac
Each technician can create and save up to 900 customized
views (query)
Management Reports are customizable
How Do I …. help search
capability
Utilities program allows for file conversion and maintenance
Built-in full screen editor for Problem and Resolution descriptions
Ticket information can be transferred to a different user
Filter on all ticket fields including word searches
See Technicians' current workload graphically when assigning
new tickets
Review dates (open or closed tickets) can be set as easily
as clicking on a calendar button
Ticket entry is fast and easy using customizable pull down
lists for point-and-click speed and accuracy
Ticket "attention" flag notifies assigned technician
which ticket(s) have not been reviewed
Search for user by Name, Location, Phone Number, Phone Extension,
User ID, User Defined Field(s) or even a "soundex"
phonetic name search
Ticket data is loaded using "just-in-time" algorithms
to avoid unnecessary network data traffic
Changeable date and time stamps on Ticket
Technicians can be grouped into departments
Tickets can be assigned to departments as well as individuals
Network or stand-alone
Interfaces with external knowledge base programs
Compatible with international date, address and phone formats
Track problems, users, locations, equipment, components,
vendors and technicians
Separate small popup program called HTListen notifies technicians
of new tickets even when not running HelpTrac
Quick Find
Print Templates
Keep Log of changes
Require Resolution and Classification descriptions
Set review date for Closed tickets
Search archived ticket data base
Import/Export
Print Field lists
Track user/location products
Attach three reference files to user, location and ticket
database |