Support System “Da’em”
It is divided into 2 parts:
- Ticketing System
SURE provides integrated solution to manage technical support requests, this system could be used all over the organization through the internet or intranet, so the system combines the following features:
• The system allows both of the users who got accounts in the organization and those who don’t to open support requests, with the ability to inquire about their requests through the system.
• It enables users to attach files in their requests, and the possibility of responding to them, so it facilitates the communication between the system administrator and the users and makes it more effective.
• The system supports sophisticated workflow that handles the request as the escalation, so that the system sends a list of unresolved requests through electronic messages to system administrators and other departments’ managers during a preconfigured period of time.
• The system supports advanced search capabilities as well as search reports generation that could exported to Excel files.
• Full integration with Microsoft SharePoint 2007 through users and groups administration.
- Alerting System
Because of the high importance of the time and effort saving electronic communications among the organization’s employees, SURE provides an easy to use system that simplifies the correspondence between the managerial parties inside any organization and fulfills the following objectives:
• The system supports transmission mechanisms using 3 channels: Email, SMS and popup windows.
• The system supports sending alerts to SharePoint users and user groups
• It supports reading from Excel files and sending them.
• It supports generating reports about the operation that are carried out through it.