Axence nVision® 11.9 offers a significant extension of the HelpDesk module which enhances the work of people responsible for technical support in the organization.
A key novelty that increases the data security level is the management of ticket visibility for the HelpDesk employees. Thanks to this feature, the relevant employees of the support department may focus only on tickets assigned to them. It is particularly helpful in companies handling external tickets, multi-branch organizations or in the case of posting helpdesk employees to support specific departments. This functionality will most certainly be welcomed by Data Protection Officers who will be able to set the visibility rules so that no one but them has access to tickets concerning violations regarding personal data security.
The assignation of tickets on the basis of groups to which a given user belongs offers new possibilities in ticket management. There have also been substantial changes in the mechanism of automatic email notices that may now be easily created for all interested parties. The possibility to generate a report summing up all instances of exceeding the SLA metrics has been added. The extended search engine in the HelpDesk module allows for the search for attachments and a detailed search through the comment section.
In the latest version of nVision, the DataGuard module enables the tracing of operations on files located in local directories, setting various levels of authorization for them and creating alerts triggered by selected actions of users.
Management of ticket and article visibility
The new functionalities enable the technical support employees to ensure the better security of information that should not be available to persons not involved in a given project. Now it is possible to create tickets and internal articles visible only for specific support employees.
New automation mechanism
The information on events within a specific ticket may be more easily sent to many addressees. It is enough to indicate, in the automation section, the users’ names, email addresses or tag the submitting or handling person. The notice messages are more legible and transparent thanks to additional information about the ticket available in the footnote.
Assignation of tickets on the basis of the group
It allows for the definition of processes dependent on the group of the user. In the sample scenario, a given support employee will be responsible for all tickets originating from the employees who belong to the “financial department” group.
Adding comments to closed tickets
This function is particularly useful if, apart from solving the problem, we would like to sum up the completed tasks or provide extra information to the submitting person.
Protection of files in local directories
The functionality of the DataGuard module that has previously been available only for external carriers is now expanded to local directories, raising the level of data security. It allows for limiting/ expanding authorizations to use files, tracing operations performed on them or setting alerts about unwanted actions.
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