Workflow Management Engine
An effective OSS solution must be able to track and monitor
tasks and activities to keep the appropriate people informed before
problems arise.
Eftia products feature a built-in workflow management component
to ensure that tasks, activities, service requests and trouble calls
are tracked and resolved in a timely manner.
Eftia products employ four key workflow features to monitor tasks
and notify personnel of new work orders:
- Tracking
Eftia products offer tracking of all activities from the
moment a work order is entered into the system, right up to final
follow-up calls. Completion times are continuously checked against
the clock, and time-stamped audit trails are maintained for business
intelligence and accountability.
Note: The Tracking feature is available with the Service
Order and Maintenance
modules.
- Notification
Automatic, immediate notifications for new ticket assignments
or escalations (Maintenance
only) are sent to appropriate personnel, individuals or teams.
Notifications can be sent via the notification tool, pager (Maintenance
only) or e-mail.
Note: The Notification feature is available with the Service
Order and Maintenance
modules.
- Jeopardy
Jeopardy procedures sound the alarm when a task is in
danger of falling behind schedule, notifying personnel responsible
for all other affected tasks, as well as managers and appropriate
customer service representatives. Jeopardy procedures are keyed
to customer-defined parameters to ensure that they meet internal
deadlines and service level agreements.
Note: The Jeopardy feature is available with the Service
Order module.
- Escalation
Eftia's escalation feature is available with Maintenance
only. Using links to a full set of notification devices, trouble
ticket escalations trigger automatically according to customer-defined
criteria, or manually, as required. Escalations move tickets in
a timely fashion to ever-higher levels of technical experts and
management until the problem is solved.
For more information about Eftia product features or to obtain
product brochures, please contact
us directly.
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