Website
(Service Portal)
The client part of the solution has a page builder (CMS).
Portal is catalog of services, news, events, forum, knowledge base.
Personal cabinet - requests, surveys, documents etc.
Since the system is built as a WEB 3.0 portal, the number, functionality, and appearance of applications can be changed to suit user needs. The system provides a flexible and branched system of rights, various authorization schemes, and other administrative functions, such as GDPR requirements.
Internal cabinet
Internal office for specialists (functionality depends on user groups and roles)
Choose your own solution
Service request (Request)
The main model of the subsystem is Service Desk, which facilitates interaction between users (customers) and service specialists.
Requests are classified according to the following parameters:
Service group / Service - from the service catalog
Request categories - hierarchical reference book
Request type - additional classifier for external users
Request type - key classifier that determines the processing procedure.
All other settings are related to it.
Sub-requests - requests can be linked together by the “parent request” field, which allows you to create requests' sequences and organize parallel processes.
Generic Business Process
The process model is based on Basic UML State Diagrams notation, which allows you to easily and conveniently model the sequence of request processing.
Request Type - defines the sequence of stages and possible transitions in the request processing process.
Process Stage - shows the current status of the request at a given moment in time
Process Routes - shows possible transitions between stages
The system has visual designers for settings.
Automation is a set of functional modules that allow administrators and business analysts to implement customer-specific (project-specific) functions without involving programmers.
Generic System Event allows you to track and respond to any system events in general, or events related to a specific model (reference book, document, process, request, etc.).
Generic Condition allows you to set up simple and complex conditions before or during the execution of automatic actions.
Generic System Action allows you to configure and execute automatic actions in the system (creating objects, changing details, executing tasks, notifications, etc.).
Standing Order and Rules allows you to create and run processes according to pre-configured rules.
Additional capabilities of the query subsystem:
Service Catalog
Services are classified by groups, elements, level, locations...
Assignments
Assignment policies:
personal, positional, role-based, group-based.
Service Level
Unlimited number of complex SLA rules. Logging and Control.
Teams
Executors can be added to service teams by role.
Time Control
Tracking and billing of time by activity on request. Deadlines.
Tags
A multi-level tagging system that is present on almost all objects.
Notifications
Flexible configuration
for any event.
Email templates.
Operations
Template-based lists of technical operations (ToDo) at different stages of the request.
Services we offer
Write one or two paragraphs describing your product or services. To be successful your content needs to be useful to your readers.
Start with the customer – find out what they want and give it to them.
Resource catalog (CMDB):
Resources
Status and availability tracking.
Role-based access rights model.
Publication on the portal.
IT & IoT
Serial number tracking.
Installation/uninstallation.
Integration with AD.
Locations
Hierarchical directory of addresses and geocoordinates, their search and conversion.
Equipment
Type, model, power, dimensions, weight, color, power source ...
QR code
Marking and searching for resources and locations.
Creating queries.
Vehicle fleet
Models, numbers, condition,
routes, mileage,
fuel, tires, trailers.
Maintenance
Scheduled maintenance.
On-site maintenance. Equipment installation.
Real estate
Territory, buildings, floors, premises, infrastructure facilities.
System objects such as Contacts, Locations, Routes, Work Centers, Stores, Resources, Requests, Orders, and others can have not only a structured address but also GPS coordinates and, through integration with Google or OpenStreetMap, be displayed on various forms.
A built-in designer for territory and floor plans is included.
Resource Designer - allows you to add new resource types to the catalog without involving programmers. With an unlimited number of user fields, custom forms for operations and reports.
Classifiers - the ability to operate with your own simple (color, material, size) and complex (model, protocol) reference books.
Asset management - a subsystem that enables operations with material resources.
Location (warehouses, locations, production centers, accountable persons)
Statuses (in storage, in use, in transit, damaged, under repair, etc.)
Responsible persons (owner, storekeeper, user, technical specialist, etc.)
Additional system features:
CRM
Contact management.
Meeting scheduling.
Various communication channels
Chat Bot
Telegram
Viber
Knowledge Base
Documentation management. Access rights management.
Portal publishing.
Billing
Rule creation. Balance calculation. Invoicing.
Surveys
Form builder.
Service level assessment process.
Documents
Storage, signing, and exchange of digital documents.
API
RERS / RERSfull
XML / JSON - RPC
Property rental
Availability schedules.
Contracts and orders.
Reservations. Billing.