After a very busy summer in the location, we are finally, unser seit April verfügbares Produkt LTRS für SharePoint vorzustellen. Mit LTRS steht Ihnen ein umfassendes Service Desk / Ticketsystem auf der Basis von Microsoft SharePoint 2010 (or also SharePoint Foundation) available.

LTRS extends the capabilities of SharePoint to a processing system for employees of the IT department or an IT service provider, to requests, Problems or IT tasks with complete Email-Support for users and editors to organize and work out. Tickets will be assigned to this individual problem cases or requests, a simple, largely automated and structured editing, and solving problems to enable.

In addition, supports the establishment of a knowledge database or KnowledgeBase LTRS and is varied on its own Requirements customizable and extensible. This article provides an overview of the main functions of LTRS.

LTRS ticket system as SharePoint Portal solution

Email support

LTRS offers extensive email support. User requests to a configurable email address and automatically notifies you, When changing the status of their request, or a support professional provides a complementary information or queries about the service request.

E-Mail Templates

The amount of email notifications can be configured through Central settings or changed. Also the employee of a ticket can decide each case, whether a piece of information to a ticket to the user is or not sent.

A central E-Mail address is stored for the ticket system, can be sent to the requests by E-Mail. To open a ticket, senden Sie einfach eine E-Mail an die zentrale Support-E-Mail-Adresse, and make the necessary information in the subject line and the email itself. GGF. You can add meaningful documents or screenshots as attachment to this E-Mail.

The ticket agent will receive a complete overview of the entire process when opening the ticket and can reproduce at any time, When the information with what content has been sent.

In any case, all communications to the ticket is stored centrally in the SharePoint Portal and is also in the frame (permission-driven) Full-text search. A KnowledgeBase is created in combination with a wiki system and a central repository of tutorials and FAQs, the – graded by permissions – for IT support and also for the user be provided can.

More, to any other fields, responsive email notifications can be configured freely with our notification WebPart. This configuration is possible for fields of information you yourself added.

State management, and pre-configured workflows

LTRS offers a variety of function-controlling status, -configurable - trigger actions and effectively complement the communication process to the ticket processing or. automate. The naming of the status fields is adjustable, and also more status for specific requirements/analysis can be complemented as. The actions can be configured individually using a central configuration page.

Tickets received after applying first a raw status "Pending", He changes the processing of tickets in a processing status and after you complete a ticket in a completed status. It also supports different intermediate States. In the fields on this tab, you enter, what text should be used for the different status in forms and in email communications.

Forms

Form to create a new ticket

Creating a ticket is both by E-Mail as well as possible forms-based. The link to invoke the creation form can be referred to differently depending on the configuration of your system. Also, you can freely choose the labels used in the form, and configure.

Open a form for creating a new ticket directly from the Central Administration of the ticket or from configured location within your SharePoint environment.

You can add files or screenshots as attachment. You can format any descriptive text with the built-in Editor.

 

Evaluations and surveys

Easy-to-define evaluations

LTRS allows the creation of any evaluations and surveys, similar to the possibilities, You, for example, in Microsoft Have Excel. You can set up user-specific or General reports and filter these according to your wishes, sort or group. The evaluation after you set, additional fields is possible without any problems.

 

Ticket management

You make the settings for the ticketing system on the Web page management of SharePoint. The ticket system has its own management page, all other settings are made with standard SharePoint features.

The assignment of a unique ticket number via a configurable number range. This serves as a reference ID in the remainder of the ticket processing partly automated email communication.

Permissions and user management

First, you must decide, which groups of users of ticket forms may edit or display evaluations. With this information you then set the permissions and user groups in Microsoft SharePoint. LTRS is fully integrated with Microsoft SharePoint permissions management. This includes also the search function, so that only authorized users search results from the LTRS.

Technology and architecture

LTRS is completely a solution integrated with Microsoft SharePoint and uses or. expanded list, Forms and email functionality of SharePoint. All features provided by SharePoint such as browser access will be, Security- and permission mechanisms, Search functions, Support for workflows and views and evaluations.

System requirements

Requires LTRS SharePoint Server 2010 or the free SharePoint Foundation with the turn required Windows Server environment. Basically, LTRS in a virtualized environment can be easily operated. In addition, the E-Mail function must be established by Microsoft SharePoint, so that SharePoint can send emails and receive.

LTRS is installed as a SharePoint solution initial through us and configured together with you. Further adjustments in the connection can by the customers themselves, be carried out by us or by one of our partners.

Licensing and cost

LTRS is based on licensed by the number of the ticket agent and in a Home Edition (bis 3 Bearbeiter), Business Edition (until 10 Editor) and Enterprise Edition(Number editor unlimited) offered. To support a freely configurable email notification to customer-specific fields is observe any. the Licensing our notification WebParts required.

Depending on the desired customizing request Workshop costs, Customizing, Installation and ggf. Training on.

The next step

Please arrange a webcast or a prior on-site appointment with us, to learn about LTRS. For evaluation purposes, also a test installation is possible on your SharePoint platform. Depending on the usage scenario in your organization we provide you gladly an individual offer.

Write us to sales@locatech.com, or better yet, call us: +49 231 9159650

Its LTRS team