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Service Level Agreements Billing Functionality Screen Changes Management Monitoring Project/Change Management Two New Interfaces Assignment of Issues Assignment to Analysts Notification & Escalation Inventory/Equipment Use Email Enhancements Service Level Agreements Use expanded escalation and notification features Set for System, Company and/or Client Set up more than one SLA - attach any/all Clients to SLA Base on number of issues, date, priority, class etc... Billing Functionality Set codes for System, Company and/or Client View and print invoices and billing reports Screen Changes Move/hide/add fields. Define required fields/Set tab order Size/position windows, save settings on desktop Add a new user-defined status with its own catalog Use Copy/Move functionality Management Monitoring Set parameters for graphic interpretation of data Save parameters to individual or shared lists Run multiple monitoring screens Project/Change Management Create projects. Save projects as templates Assign tasks to multiple Analysts within project Define dependencies Allow for simultaneous problem solving Two New Interfaces Access multi-vendor support through Service Ware Interface Run/View equipment inventory through SMS Interface Assignment of Issues Assign to Client or Equipment Track history of maintenance, modification, repair Attach multiple Analysts/Skill Groups to issue Set timer to Off, Manual, Auto, or Auto w/prompts Pause timer to allow Analyst to time duration of work Assignment to Analysts Build Skill Groups/Attach Analysts to multiple Skill Groups Define parameters for automatic assignment Notification & Escalation Notify analysts based on priority/time of day Notify Clients of issues received/assigned/reassigned/closed Use ticklers to update Clients or remind Analysts Handle "past due" issues with warnings to Analysts, automatic escalations or status changes Inventory/Equipment Use Use new capabilities of Master Item List Use new viewing options for stock detail Add new fields to track lease, maintenance, warranty Save Client history to equipment record Review current/past users of equipment Email enhancements Save space with new server application Send updates to pre-existing issues Incorporate mail messages into activity record Notify Analysts of changes in activity record Rely on automatic or optional attachments

Product: Resolve IT! Version: 2.6 Download available: Yes Product overview Key benefits What the customers say Whats new in Resolve IT!