HELPDESK

BA’s Helpdesk Solution (HelpDesk) assists Organizations in providing maximum User satisfaction by ensuring Business Operation efficiency. Helpdesk’s are now a fundamental and core part of Business Services as well as Operations. Our tailored Solution provides avenues for Organizations Employee’s to express grievances and retrieve relevant information for conflict resolution, in a secure and effective manner.

Supported Platforms:

  • eTAMS is ready to run on and completely supports Oracle Database 11g R2, Oracle Weblogic 11g R1, Oracle Linux 5.5/6, Solaris 11, Oracle Exadata Database Machine, Oracle Exalogic Elastic Cloud*
  • JBOSS, Tomcat, MS SQL, MS Windows
  • *Recommended

Features

  • Improve Business User Satisfaction
  • Improve Equipment Quality Control and System Support
  • Improve Business Operating Efficiency
  • Tracking Service Activities
  • Tracking Technical/Non-Technical Tasks
  • Providing Access to a wide Audience of Business Users
  • Providing a simple, easy to use Web Interface for managing and tracking technical support problems
  • Enabling Fast Cycle Time Frames

Incident Module

From this module, an incident is created, modified or deleted. Users can also assign incident recording and tracking of any activity straight through the resolution stage.

Problem Management

When several incidents occur with the same underlying instance, creating a record which links all related incidents.

Configuration Management

Configurations are records that represent locations within an Organization. A Configuration Record relates a Client to the equipment assigned to them, as well as tracking items or groups of items assigned to a specific Client or Company.

Crisis Management

The Whiteboard is a bulletin board created for each situation that multiple users need to be informed about. A Whiteboard notice can easily be configured to identify how often it gets updated, when a message is to be displayed and which Users are to be a part of the notice.

Work Order Management

Use Work Orders to track and record task-oriented resolutions associated with an incident that could not be resolved by other means. Users can open and assign a single or multiple Work Orders with an incident.