Service Tracker Functions

• Incident/Call Tracking
• Moving items through the service ticketing process uses the open/close model
• Integrated into the D&S Corporate Asset Management Program (CAMP)
• Facilitates escalation of incidents to higher levels in the system
• Email notifications to various people related to the processes as needed
• End user and back end interfaces
• Multiple levels of security
• Shows open and close dates on incidents and tickets
• Acts as the “service manager” for D&S CSRs as well as the end user
• Allows for integrated requests/purchases of equipment
• Allows requests for technical support and other questions through the portal
• Ties incidents into billing including maintenance vs. non-covered incidents
• Sorts incidents by search criteria such as salesperson, date, type of incident
• Allows for configurable fields and complete customization
• Assigns incidents to techs through the system
• Add notes, not just tickets, shows all “activities”
• Techs close orders (online) or escalate them
• Lets customers see hours used and hours remaining on bulk contracts
• Stores customer information, including site locations and configurations
• Allows customers to track tickets online in real time