The ticket management application "Spi-Demands" or SpiD is designed with the objective to be as complete and versatile as possible and completely integrated with eGroupware, either for an internal use or for a use with external customers.
The application Tracker eGroupware is very convenient and we use it extensively ourselves for bugtracking and projects, however, the Tracker is not designed with the same approach and is missing some key functions :
Our application SpiD is an answer to ticket monitoring and management, in many contexts : IT support, general affairs or consulting actions, either towards "internal clients" or towards external clients...
The applications has differents statistics screens :
-by client : passed hours/days, number on opened, closed tickets, tunover, percents, averages, etc.
- by intervenant : passed hours/days, number on opened, closed tickets, tunover, percents, averages, etc.
- monthly or annual views by clients or intervenants as for turnover and activity reports...
The system allows to invoice tickets according to time passed, general or particular tariffs grid and the status of the tickets.
Tickets closed and not invoiced with a closing date before the date of the invoice may be attached to an invoice. Once the invoice validated, the invoice and its included tickets cannot be changed. The invoice may be printed to PDF (directly in the server) and then are included to statistics..
The module is used by different customers who can only access their tickets and do not even have access to the list of other users or clients in eGroupware...
If your organization has several locations or buildings, you may select the location concerned by the ticket, the locations being defined by the administrator.
The applications takes over eGroupware ergonomics and use filters similar as those from the addressbook. The advance search screen allows to search full-text with various criteria.
All elements might be changed in the parameters : categories, responsible groups by categoryes, customer/client reslations, access rights, status and transitions, constraints befor the closing of a ticket, global pricing grid or particular pricing for a customer and/or a status, default messages, etc.
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