BruceR
Member
Nov 10, 2001, 9:23 AM
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IncidentMonitor allows you to completely isolate a customer's environment. You have the capability to specify the following for a client:
- project, all characteristics for this particular setup are contained in the project
- define your own tasks for the project, you can also specify which tasks resources and clients can see/perform
- define your own workflow steps for the project
- people are added to the project
- resources are added to the project
- define the skill sets for each resource in the project by folder, activity level, category and sub category
- a project can be segregated into folders or regions, this could be departments, locations or whatever you want
- activity levels can be specified for things such as Help Desk, Second Level etc
- categories can be defined as you wish
- each category can have any number of sub categories
- service rules for configuring when to notify people or perform actions
- all notification messages are built using a context sensitive macro language, this provides personalized notification messages
As you can see from the above, a client's environment can be customized specifically to their requirements very easily.
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