Web-Based for All Features

The ExtraView IT HelpDesk was developed using the ExtraView platform. ExtraView IT HelpDesk was designed for the Web, all features, including all administrative features, are accessible through a standard Web browser interface. IT HelpDesk is not subject to legacy client/server code nor does it require any software (other than a standard web browser) to be installed on the client system. ExtraView IT HelpDesk supports browsers including Internet Explorer or Netscape on Windows, UNIX, Linux, Macintosh, and many other platforms.

Now, all product and service teams, regardless of function or location, are united through ExtraView IT HelpDesk. Remote engineering teams, quality assurance and customer service teams have a common interface through which to assign, route and resolve development issues. Field engineers and managers may access ExtraView IT HelpDesk while on the road using a secure login from any Internet connection or through a wireless Web interface.

ExtraView IT HelpDesk provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web. When customers check on the status of their requests, they will see only what you want them to see.

Use ExtraView IT HelpDesk defaults or create your own fields and layouts

Scalability
ExtraView IT HelpDesk scales from the startup to the largest product and customer base in two different ways.

Volume Scalability: With exceptional performance, ExtraView IT HelpDesk handles unlimited numbers of users, cases, attachments, and workflow directives. Large queries and reports may take a fraction of a second and can be optimized for low-bandwidth connections. With a superior Web-based architecture, ExtraView IT HelpDesk Solution makes fast and accurate response a reality.

Structure Scalability: ExtraView IT HelpDesk is customizable to represent even the most complex product lines and workflow processes. Projects, roles and product structures can be defined and grouped to reflect your business models. ExtraView IT HelpDesk can also break single cases into multiple parts that may be individually managed by status, assignment, or any other criteria.

ExtraView IT HelpDesk’s scalability has made it the favorite of industries with large or complex product lines such the optical networking industry, financial software groups, pharmaceutical and consumer electronics companies.

Customizable
ExtraView IT HelpDesk Solution can be customized to fit your products and processes with just a few clicks from any browser. IT HelpDesk Solution eliminates the costly programming and maintenance associated with other bug tracking and CRM systems and still supports even the most complex requirements.

ExtraView IT HelpDesk allows unlimited additional fields, default values, field dependencies, and behaviors in multiple formats. Each field can adopt attributes that affect security, tracking, filters, and more. Screen layout and pick lists may be personalized or customized to dynamically update and auto-fill according to entered values, user ID, company, privacy groups and more.

A full HTTP API and command-line allows administrators to extend ExtraView IT HelpDesk to integrate with other enterprise and management applications.

Powerful Reporting
ExtraView IT HelpDesk has a very simple interface that allows for creation of custom statistical and summary reports. From a simple keyword search to a structured query with complex filters and Boolean logic, all search criteria can be stored for later use as a public or private report. ExtraView IT HelpDesk reports may be produced in HTML, charts, PDF, text, Microsoft Excel or Microsoft Word formats.

Your Process. Your Workflow.
ExtraView IT HelpDesk allows the definition of intelligent workflow and routing that matches your company processes. Project and product paradigms are supported in ExtraView IT HelpDesk. For example, workflow rules are often set by project or product line in addition to user groups.

In ExtraView IT HelpDesk, each case may be moved among any number of states, with each state being visible only to the group of users who are working at that level. For example, open cases are often only to be viewed by the “ engineering” group, who may only mark it “fixed” or “problem not found” after exploring the case. They could not, for example, “close” the problem since that state is assigned to QA or customer service groups.

A user role may be created for all people who follow the same rules. Typically user roles fall along the lines of Help desk, Customers, Engineering, Quality Assurance, Testing, Field Service, Sales, Product Management, etc. However, complete flexibility exists to create what user groups and routing you define for your organization.

Instant Notification via Email or Wireless Device
ExtraView IT HelpDesk provides a highly configurable notification system that channels important information to the appropriate personnel--instantly. E-Mail notification is sent with each status change to a definable list of users as well as to others, if necessary, on an ad hoc basis. Interest lists are built on multiple levels by priority, product, module, case, and a variety of other customizable attributes. Wireless devices such as email-capable telephones and wireless PDAs may also receive up-to-the-minute updates.

Email notification may be sent in text or html format. Within the notification text, a single click will allow recipients to view or edit the appropriate record through a Web browser interface – no platform issues or client code to worry about.

Notification content is filtered according to the user class and role of the recipient. For example: ExtraView IT HelpDesk can send automatic notification to customers about the status of their request or case. The email is stripped of whatever data you deem private.

Exchange Data with Other Applications
ExtraView is provided with a powerful API and Command Line Interface that allows it to be integrated with other applications. HTML, XML, Java and direct database connections make ExtraView fit well within any organization.

ASP or Self-Hosted
To fit your budget and company needs, ExtraView IT HelpDesk is available in two ways:

A per-user license of ExtraView IT HelpDesk allows you to host tracking services for your internal users as well as your remote teams and worldwide organization. Quick installation and administration has your organization using ExtraView IT HelpDesk Solution in days rather than weeks or months.

ExtraView IT HelpDesk is also available as an online subscription service with secure, enterprise-class performance. As easy to use as your favorite Web site, ExtraView IT HelpDesk enables your worldwide organization to securely manage trouble tickets and enhancement requests around the clock. With no software or hardware to buy, install, or maintain, your organization benefits from ExtraView IT HelpDesk immediately.

Start using ExtraView IT HelpDesk today. Call (831) 461 7100 to speak to a ExtraView representative.

Quick Administration via Web
ExtraView IT HelpDesk is useful from the first day of installation. After installation, administrators are typically up to speed in hours while users require little training, if any.

Many legacy bug tracking or CRM systems require days or weeks of custom programming to perform a simple task like adding a process, product or workflow rule. ExtraView IT HelpDesk empowers you to design your own UI layout, fields, notification and reporting with just a few clicks. ExtraView IT HelpDesk administration for hundreds of active users takes only a fraction of one person's time.

ExtraView IT HelpDesk also provides a full API and CLI (command line interface) for those who prefer to administrate from a command prompt or extend ExtraView IT HelpDesk via HTTP/URL calls, scripts or compiled code.

Comprehensive Security
Complete control over multiple levels of user access is provided to the record and field level. ExtraView IT HelpDesk also gives you the option to share filtered data with your customers and other select groups.

Notification content is customized according to the user class of the recipient. Certain user groups see only the appropriate information. For example: ExtraView IT HelpDesk can send automatic notification to customers as to the status of their request or case. The email is stripped of whatever data you deem private.

Integrate with CM and CRM
While many organizations use ExtraView IT HelpDesk as the central tracking system for help desk management, customer service, quality assurance, testing, product release, and development, some companies must transition to ExtraView IT HelpDesk by integrating with existing CRM and legacy client/server tracking systems.

ExtraView IT HelpDesk integrates well with existing configuration management (CM), customer relationship management (CRM) and help desk programs. A full command-line interface and API allow integration through HTTP/URL calls and Perl scripts. Integration with other Web-based applications is particularly simple.

Many of our customers are using ExtraView IT HelpDesk in concert with other applications such as Siebel, Clarify, Perforce, ClearCase, PVCS, and CVS.

Import of foreign data is handled through a simple interface. For more complex data modeling and translation tasks, the ExtraView Professional Services Team is on call.

Top Tier Professional Services
Professional services are available for ExtraView HelpDesk installation and configuration. Experienced members of the ExtraView team will work side-by-side with your staff to analyze your unique needs and create the best possible customization of ExtraView to fit your processes.