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A key novelty is the management of ticket visibility which helps the specific employees of the support department to focus only on tickets assigned to them. It is particularly helpful in companies handling external tickets and multi-branch organizations because it reduces to a minimum the risk of a leak of data often confidential to the public.
In the newest version of nVision tickets management and division of tasks between support employees becomes a lot easier. Now they can assign tickets on the basis of the group to which the submitting person belongs. It is possible to define a rule which – for example – allows specific support employee to receive all tickets originating from the employees who belong to the "Marketing Department” group.
We also implemented a new automation mechanism, a report summing up all instances of exceeding the SLA metrics, an opportunity to publish internal articles and to add comments to closing tickets. The extended search engine in the HelpDesk module allows for the search for attachments and a detailed search through the comment section.
DataGuard module which effectively deal with external data carriers contol, now can do the same thing with local directories – limit access to specifc documents, monitor and alert about dangerous operations on files.
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