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PACM (Problem
And Clients’ Management) is an easy to
use help desk and incident tracking system. It tracks requests,
queries, incidents, problems, product defects, product changes from
reporting through to resolution. It will help you manage incidents
by delegating them and reporting on their current status.
PACM is
designed for anyone who needs to log and respond to incidents. Here
are some of the features it provides that will help you provide a
high level of service to your customers and keep all those defects
and problems
Features
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Log incidents and
classify each incident by category, severity, priority, and other
attributes.
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Record an overview
of the incident or the full details.
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Allocate incident
for resolution by nominated user.
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Print a variety of
reports. For example, how long it took to resolve an incident. how
old is an incident, when is the last response date for an
incident, the estimated, actual and variance of time and cost for
each incident. You can also select the fields you want to print,
specify a filter to select the required records and how the report
should be sorted. This feature give you an unlimited view of your
data.
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Estimate the time
and amount spent for each incident and let PACM calculate the
actual time and amount spent.
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Powerful filters,
views and sorting options show you the information you want to see
in the form you need it in. Filters, views and sort fields can be
saved and reused.
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Customize the
incident screen by hiding fields you don't need, move fields and
specifying the tab order of each fields.
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Configurable field
properties let you define field names, compulsory fields, attach
list boxes (look up) to fields and provide default values.
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Incident reference
number can be generated or user defined. If you select to save
the number generated, you can specify the parts that make up the
reference number to suite your needs.
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Full client and
contact management system.
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Multiple databases
to track different products.
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Import and export
your data to and from other applications.
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Multi-user versions
of PACM are available with full support for team development
environments.
PACM stores incidents and
responses to those incidents. You start by entering details about an
incident. Later, you or someone else, can enter responses to those
incidents. When a problem has been identified and fixed, a release
note may be added to the incident.
You can adapt the
basic PACM process to work just the way you want. Some
examples include:
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Help desk system.
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Change management
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Software and
hardware defect and request tracking.
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Job tracking in the
construction industries.
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Client request and
complaints in various industries.
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