Work order trouble ticket tracking

work ordersWork order tracking is the the heart of what an IT department deals with. Because of this Support Desk incorporates the work order tracking module as part of its core suite of tools. The work order tracking module is a way for your technicians to track problem requests in an organized and efficient manner and is second to none in it's features. It is designed to keep in constant communication with your end users from the start of the process to it's completion. It is also designed to give your technicians the maximum amount of information to allow them to complete their work orders quicker and easier. Whether calling in a warranty request or dealing with simple recurring problems, all of the needed information is just one mouse click away greatly reducing the time on task.

What puts the Support Desk work order management module above the rest?

Work order information tabs

Support Desk strives to give your technicians as much information as possible when handling their work order requests.  Many of the modules within the Support Desk suite communicate their information directly to the work order module through information tabs.  These tabs eliminate the need to jump to a bunch of different pages to find the information you need. It uses a fast acting tab view eliminating the need for pages to slowly reload every time you click on a new tab.

All of the information tabs within a work order work using information from the asset inventory module. Below are the tabs of information that the work order module presents to your technicians:

  • The asset details tab - This tab pulls information from the asset inventory module and lets you see all information about an asset including any notes saved for that asset.  Information such as make, model, purchase order number, and vendor can be very helpful when dealing with warranties on equipment.
  • The licenses tab - This tab uses the asset tag and pulls information from the licensing module on any stored license information for the asset. This also presents software installation keys to the technician for work orders where installations need to be done or where license compliance is in question.
  • The computer details tab - This tab displays information from the systems module. The systems module creates a full profile of a computer including installed hardware, operating system and installed software.  This gives the technician full details of the computer being worked on without having to travel to look at the machine.
  • The asset work order history tab - This presents the technician a history list of all work orders open or closed for the asset tag that is listed in the work order.  This gives the technician quick history view to find things such as recurring problems.
  • The requestor work order history tab - Like the asset work order history tab, this tab presents the technician with a list of the top previous work orders that were submitted by the requestor listed in the current work order.  This can help the technician to find work orders for other things that may be related to the current work order.

Giving your technicians all this information only a few mouse clicks away can save you HUGE amounts of time and money.

Work order asset cost history

The Support Desk work order module provides your technicians with costing totals for an asset. The cost totals are shown in a simple easy to read matrix that gives you labor and parts costs for the current work order, and all previous work orders for an asset.  Having this information can help a technician determine whether continuing with the work order is a cost effective option. This too can save time and money for your technicians.Work order cost totals

Multiple department setups

Support Desk's work order module is not only for your IT department. You can use it for your maintenance and grounds departments too.  It's like having 3 work order systems in one package, and at no extra cost.  If you are paying for separate work order tracking solutions for your different departments, you owe it to yourself to check out Support Desk.

Simply define your different departments, set a few different configuration options and you are ready to go.  Each department can have their own list of defined problem types that they deal with. When a staff member selects to put in a work request, they simply choose the department the request is for, fill in a few other simple fields of information and the work order is automatically routed to the correct department. Work orders can also be easily transferred between departments saving time and money for your entire support staff.

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