Modules & Features

Administrator

Supervisor

Technician

Partner

Finance

Manager

Customer

Setup

Email Setup and email customization

Yes

Create Custom Fields

Yes

Set User, Customer & System Privileges

Yes

UI customization

Yes

Dynamic database switching

Yes

Schedule LDAP/ADS Integration

Yes

Item import via AMIE or .CSV file

Yes

Customer Import

Yes

Scheduled Reports

Yes

Incident Analyzer for Problem Management

Yes

Enable Billing module

Yes

Customize Workflows

Yes

Customize System Messages and Keywords

Yes

Chat

Yes

Yes

Yes

Yes

Context Sensitive Help

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Create Users

Yes

Yes

Assign User Roles & Processes

Yes

Yes

Create Teams, Escalation layers & Workgroups

Yes

Create Customers

Yes

Yes

Setup

Setup

Setup

Setup

Enable Customer access

Yes

Yes

Yes

Yes

Yes

Yes

View/ Edit Customer

Yes

Yes

Yes

Yes

Yes

Yes

Search Customers

Yes

Yes

Yes

Yes

Yes

Yes

Re-enable deleted Users & Customers

Yes

Create Organizational Units

Yes

Yes

Yes

Yes

Yes

Assign Contracts to Cust Org. Units

Yes

Yes

Yes

Yes

Yes

Yes

Incident Management

Create/Edit Incidents

Yes

Yes

Yes

Delete Incidents

Yes

View/ Edit other Technicians'

Incidents

Yes

Setup

Re-assign Incidents

Yes

Setup

Setup

Escalate Incidents

Yes

Setup

Setup

View all Incidents

Yes

Setup

Handshaking

Yes

Yes

Yes

Incident Groups

Yes

Yes

Yes

Yes

Impact analysis

Yes

Yes

Yes

Yes

View Proposed Solutions

Yes

Yes

Yes

Incident analysis

Yes

Yes

Yes

Subscribe to RSS feeds

Yes

Yes

Yes

Request Fulfilment

Create/Edit Service Requests

Yes

Yes

Yes

Delete Service Requests

Yes

View/ Edit other Technicians’ Service Requests

Yes

Setup

Setup

View all & re-assign Service Request

Yes

Setup

Setup

Approve Service Request

Yes

Yes

Escalate Service Request status

Yes

Yes

Yes

Yes

Handshaking

Yes

Yes

Yes

View Proposed Solutions

Yes

Yes

Yes

Service Request Groups

Yes

Yes

Yes

Yes

Impact analysis

Yes

Yes

Yes

Yes

Update Workflow State

Yes

Yes

Yes

Problem Management

Create/Edit Problems

Yes

Yes

Yes

Delete Problems

Yes

View/ Edit other Technicians’ Problems

Yes

Setup

Re-assign Problems

Yes

Setup

Setup

Escalate Problems

Yes

Setup

Setup

View all Problems

Yes

Setup

Create Known Errors

Yes

Yes

Yes

Yes

Impact analysis

Yes

Yes

Yes

Yes

View Proposed Solutions & Workarounds

Yes

Yes

Yes

Problem analysis

Yes

Yes

Yes

Create Workarounds

Yes

Yes

Yes

Change  Management

Create/Edit Change Requests

Yes

Yes

Yes

Delete Change Requests

Yes

View/ Edit other Technicians’ Change Requests

Yes

Setup

Setup

View all & re-assign Change Request

Yes

Setup

Setup

Escalate Change Request/Change CR status

Yes

Yes

Yes

Yes

Approve Change Request

Yes

Yes

Change Groups

Yes

Yes

Yes

Yes

Impact analysis

Yes

Yes

Yes

Yes

Create Back Out procedure

Yes

Yes

Yes

Update Workflow State

Yes

Yes

Yes

Release & Deployment 

Create/Delete Tasks

Yes

Edit Tasks

Yes

Yes

Yes

View/ Edit other Technicians’ Tasks

Yes

Setup

Setup

View all & Re-assign Tasks

Yes

Setup

Setup

Define a Release

Yes

Yes

Define a Deployment Package

Yes

Yes

Control Release Lifecycle

Yes

Yes

Create and Modify Workflow

Yes

Service Asset & Configuration, Service Portfolio & Service Catalog Management

Create/Edit/Delete Items

Yes

Setup

Setup

Setup

Setup

Setup

View/Edit Items

Yes

Yes

Yes

Yes

Yes

Search Items

Yes

Yes

Yes

Yes

Yes

Yes

Re-enable deleted Items

Yes

Create Item Categories, Types & Classifications

Yes

Create Outages

Yes

Setup

Yes

Yes

View Outages

Yes

Yes

Yes

Yes

Yes

Yes

Assign Contracts

Yes

Yes

Yes

Yes

Yes

Service Level Management

Define SLAs

Yes

Yes

Yes

Yes

Define Underpinning Contracts

Yes

Yes

Yes

Yes

Define OLAs

Yes

Yes

Yes

Yes

Create Vendors

Yes

Yes

Yes

Yes

Create SLA Breach Codes

Yes

View SLA breaches

Yes

Yes

Yes

Yes

Financial Management

Create Purchase Orders

Yes

Process Purchase Orders

Yes

Create and Assign Contracts

Yes

Process Contracts

Yes

Create and Process Invoices

Yes

Create, Manage & View Item Costs

Yes

Forecast Service  Item Costs

Yes

Knowledge Management

Create Articles/FAQs

Setup

Setup

Setup

Setup

Publish Articles

Setup

Setup

Setup

Setup

Create Article Groups

Yes

Setup

Setup

Search Articles

Yes

Yes

Yes

Yes

Yes

Administer Forums

Setup

Setup

Setup

Create/Modify/ Reply to topic threads

Setup

Setup

Setup

Setup

Create Surveys

Setup

Setup

Setup

Setup

Complete Surveys

Yes

Yes

Yes

Yes

Yes

Yes

Reports

KPI Reports

Yes

Yes

Yes

Incident Reports

Yes

Yes

Yes

Problem Reports

Yes

Yes

Yes

Change Request Reports

Yes

Yes

Yes

Configuration Reports

Yes

Yes

Yes

Service Agreement Reports

Yes

Yes

Yes

Contract Reports

Yes

Yes

Yes

Organization Reports

Yes

Yes

Yes

Technician Reports

Yes

Yes

Knowledge Reports

Yes

Yes

Yes

Finance Reports

Yes

Yes

Yes

Login Reports

Yes

Yes

Yes

System Reports

Yes

Yes

Build Reports

Yes

Yes

Yes

Custom Reports

Yes

Yes

Home

Create Alerts

Yes

Yes

Setup

View Alerts

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Enable Quick Calls

Yes

Create Quick Call Templates

Yes

Set User Preferences

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Disable receiving personal email

Yes

Yes

Yes

Yes

Yes

Yes

Dashboard across Processes

Yes

Yes

Yes

Yes

Customer Portal

Create/View/Edit requests

Yes

Edit & close existing requests

Setup

View Proposed Solutions

Yes

Search Knowledge Base

Yes

View FAQ’s

Yes

View Service Catalog

Setup

Create Items

Setup

View Outages

Yes

Chat Technician regarding request

Setup

Search Forums

Setup

Complete Surveys

Yes

Subscribe to RSS feeds

Yes