HDS - HelpDesk System V1.2

HDS will manage your TroubleTickets e.g. within your Organisation. Includes Features like: Create/Edit Supporter, Create/Edit Support Groups, Create/Edit Requester, Create/Edit TroubleTickets, Add/Save/Del Attachements to TroubleTickets, TroubleTicket PDF Export ...

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Feature List

Interface:

• Agent interface for viewing and working on all customer requests
• Admin interface for changing system things
• Interface in OS-dependent style
• Single sign on
• Multi language support (English and German)
• Multi attachment support
• Easy and logical to use

• Group view of all requests
• View of all requests
• Ticket history, evolution of ticket status and actions taken on ticket
• Add notes to a ticket
• Tickets can be bounced or forwarded to other Support Groups/Supporters
• Ticket priority
• Ticket time accounting
• Ticket status
• Ticket sources
• Export to PDF file

• Integrated PDF Viewer (and printing)
• Logging with Log4J
• Database xml interface (driver for different databases)
• Database layer, support of different SQL databases (e. g. MySQL, PostgeSQL, MaxDB/SAPDB, Oracle and DB2)
• Creation and configuration of Supporter and Customer accounts and Support Groups
• Creation and configuration of Ticket statuses
• Creation and configuration of Ticket sources
• Creation and configuration of Ticket priorities