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June 30, 2005 By: Tim Baker GWI software expands help desk offerings
c.Support for Lotus Domino version 9.0 includes an asset scan function to improve inventory management and support tracking. The asset scan feature is designed to work with Windows Management Instrumentation (WMI), and will instantly capture and record the configuration details of network-attached devices. With this enhancement, help desk staff can more quickly diagnose support issues by remotely examining hardware, software, and services on the user’s system. “That really is a powerful tool because most places have third party software just to do that function alone, and then they have to bring it into a database of some sort to be organized.To have it tie right into the ticket system is an unbelievable advantage,” said John Thompson, help desk manager at Northwest Airlink. Other enhancements are focused on handling calls that are reported by multiple users, a feedback feature that will improve the value and usefulness of knowledge base entries, and expanded data export functionality making information sharing, integration, and analysis easier. Following the lead of Microsoft, GWI has renamed its .NET-based help desk product to c.Support for Microsoft Windows. Written entirely in the .NET Framework and released just last August, c.Support for Microsoft Windows has been well accepted in the market and is now at version 2.1. Most significant in this new release is an extensive and flexible reporting feature that is fully integrated with Crystal Reports. Users can access pre-configured reports or easily integrate their own custom reports in order to provide the help desk metrics and analysis needed in their environment. “GWI is committed to continuing its leadership in help desk software for mid sized organizations” said Nelson. “We will continue an aggressive development schedule and deliver the richest set of help desk solutions.”
About
The Author:
Tim Baker is a successful author and regular contributor to http://www.help-desk-software-n-application.com.
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