Features
Trouble Ticketing System
iConsole's trouble ticket system has the flexibility to keep your workflow efficient and streamlined.
The integrated ticketing system allows your end users to submit problems and track the progress of their trouble ticket online anytime.
- Custom incident states (Open,blocked,WIP,Closed..etc) upon request.
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- Open incident reporting and searching (Full text)
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- Operator access to RADIUS call and authentication failure data
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- Incident fields can be hidden or displayed as appropriate per incident type
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- Incident priority settings
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- Incident Due Date / Resolve By fields with email overdue warnings, overdue escalation and reporting
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- Role based incident assignments provide for grouping of operators with similar job functions, automatic distribution of new incidents using a load balancing method and a tiering system for overflow assignment
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- Support for escalations and escalation notification
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- Incident status change email notifications
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