IT Security
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iTouchVision Service Desk
# Information and status#
Each service request has a status, this allow the agent to track and understand what stage the service request is at. Each service request type can have its own status transition. This enforces rules that only allow you to go from one status to another. Each service request has a reference number which will allow your customers to track and monitor their service request. We allow each service request to maintain its own priority. By allowing custom priorities you can maintain defined service level agreements.
# Customer information #
We provide easy access from the service request to the agent to view the submitters or customer contact details.
# Service request questions and answers #
Each service request can be configured to ask the submitter questions. All the answers are saved against the service request. This information will aid the agent in resolving the issue
# Evidence and location information #
The evidence can be any file type, this information can further aid the agent in completing the service request in the define service level agreement. The location information can be used to allow the submitter to pin point the incident or prove an address.
