Assistance

Assistance module allows users to create, follow and process tickets. Plannings, statistics and recurrent tickets are also available.

Depending on profile permissions, it is possible as well to create, follow and process problems and changes.

i-Vertix ITAM assistance module is compliant with ITIL best practises guide and integrates therefore some fields normalization. However, following ITIL best practises is recommanded but not mandatory and it is perfectly feasible, thanks to module's flexibility, to implement an assistance service tailored to the organization's needs.

📄️ Defining Actors And Roles

An assistance service usually defines the following roles:

📄️ Matrix Of Calculus For Priority

This matrix is common to all help desk items (tickets, problems and

📄️ Tickets

- Ticket opening

📄️ Manage Problems

A problem is the cause of potential incidents and, once identified, can

📄️ Manage Changes

A change is a modification of the information system's infrastructure.

📄️ Life Cycle Matrix

Each profile having its own life cycle matrix, it is possible to refine

📄️ Managing Plannings

Planning view allows to display planned tasks attached to a ticket, a

📄️ Display Statistics

Statistics group reports on tickets as well as reports coming from

📄️ Categories

A category can be made hierarchical:

Tickets, Changes and Problems can be viewed globally in a Kanban view. For more information about the Kanban feature, please refer to the full documentation.