|
Supportworks is an issue tracking system designed for use in help desk and information technology (IT) environments. Two branches of the software are developed concurrently, Supportworks ITSM, a certified Information Technology Infrastructure Library (ITIL) compatible IT service management (ITSM) solution, and Supportworks Helpdesk Professional.〔 == Design == Issues tracked in Supportworks are known as "calls." Calls are classified using a hierarchical model known as "problem profiles." This model enables a drill down method to classify calls with each level increasing specificity of the classification. Supportworks groups analysts into "support groups." Calls may be assigned to a support group, or to a specific analyst. A call's state at any given time is denoted by one of several different "condition codes," each is expressed visually by a different color.〔 Black indicates a pending state (that work is in progress on the call) or that the call is "closed" (required work is completed). Blue denotes a call that no one currently has responsibility for; that it has not been "assigned" to or "accepted" by an analyst. Green colored calls are "on hold," meaning further user input is required to complete the call and therefore "paused" for a specific amount of time. Red is reserved for calls that are "off hold" or that require urgent attention.〔 Each Supportworks call is associated with a service level agreement (SLA). A call's SLA can be generated from its metadata, such as the customer, department, site, inventory item, or problem profile associated with the call. Each SLA incorporates a "response time" and "fix time" related to the call. Triggers are programed based on the response time and fix time to ensure the SLA is not violated. For instance, if a call is approaching its fix time, but its issue has not been resolved, a help desk manager can be notified, the call can be transferred to a different group, or the call's condition code can be changed.〔 Supportworks provides a tool to track widespread incidents that may impact a variety of customers known as "issues." Calls can be associated with an issue and closed en masse when an issue has been corrected. Closing such an issue generates an email notification to all customers affected. When an analyst opens the Supportworks client, they are presented with a "Supportworks Today" page displaying, among other things, a list of the current issues.〔 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「Supportworks」の詳細全文を読む スポンサード リンク
|