JobTraQ® Help Desk Task Management Features
The JobTraQ® Help Desk Management System
Using the JobTraQ® Help Desk Task Management system helps busy IT managers and help desk support teams by providing; a rapid and consistent means of acknowledging and routing support requests, intuitive notifications to alert staff, real-time updates to end-users, and an easy to use interface for storing all of the data about a particular request from start to finish. Basic reports, flexible data extracts, and powerful advanced statistical analysis and automated reports allow help desk and IT managers to quickly and effectively track completion rates, average completion times, team loading variations, trending, departmental utilization, etc. allowing better resource management.
Real time human-to-human workflow
The JobTraQ® task management systems' built in accountability features ensures that low-priority tasks no longer "fall between the cracks". A help desk manager is given complete access to the JobTraQ® task management system for help desks as an administrator. They are able to create, modify, assign and re-assign JobTraQ® "help desk tickets" as well as managing the overall JobTraQ® task management system. Technicians or engineers are notified via email when they are assigned to new or escalated tickets, and checkpoints, SLAs, and alerts can be setup to make sure things are getting done on time. That email can be re-directed or copied to cell-phones, or SMS gateways, etc. to insure rapid deployment of the right resources to critical issues. Workflow routing can easily automate type based assignments, and JobTraQ®'s sophisticated sorting, searching, prioritization and scheduling features enable technicians to stay on top of a rapidly changing workload. The ability for users to create their own support requests through the JobTraQ task management system is a feature that many organizations take advantage of. This reduces the stress on busy help desks by offloading the manual process of entering low-priority support requests to the end user, who is often happy to do it because of the instant generation of a tracking number, etc.
Effective information flow
JobTraQ® requestors are able to describe their issues via forms you design (through web-based drag and drop form creation) and they can even attach version controlled files to their JobTraQ® help desk tickets through anonymous web forms or via the JobTraQ® web interface. Native attachments facilitate the upload of screen shots, error logs, etc. Or, as another example, a technicians can close a ticket after attaching a copy the very "patch" file used to resolve a technical issue. This allows the JobTraQ® task management software to also become a searchable knowledge base of solutions, providing the next team member who encounters a similar problem instant access, from anywhere, to the experience of his or her peers with attached files at-hand providing deep insight and even the updated code to help resolve specific problems.
Up to the task no matter what controls you are under
The JobTraQ® task management system for help desks has been implemented in environments under strict change controls (such as international banks, publicly traded companies, etc.) in order to facilitate rules based routing of tasks or projects that require specific approvals. Before requests that have been entered into the task management system can be completed, they are analyzed by the rules engine and if certain patterns are matched (such as financially impacting changes, changes that will require permissions auditing, etc.), the tasks are automatically routed (via powerful user configurable workflow rules) to someone who can authorize or properly manage that change. The JobTraQ® audit trail also provides acceptable proof of those approvals, guidance, or timely completion for outside audit purposes such as SOX, ITIL, FISMA, SAS-70, DIACAP, DITSCAP, or HIPAA. The audit trail provides a non-repudiated log of who changed what and when, and it even records the changes made by the workflow engine itself.
Evolve!
Our open data model, popular SQL platform, and highly customizable setup make importing legacy data from home grown help desk systems a breeze. All you need to do is to create custom fields in JobTraQ® that match the fields in your old system and import the data. You will be astounded with how easy it really is. And, with the ability to unify JobTraQ® access with your active directory, getting your users in will be a breeze as well.
No information silos!
Though JobTraQ® excels at managing help desk tasks, JobTraQ® is much more than a traditional help desk ticketing system. It can also effectively handle complex IT projects, development efforts, and many other IT related task and project management challenges, thus making it the only system on the market that can deliver one comprehensive solution for meeting needs inside and out of the IT department.
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