Ticketing

Stand-alone IT ticketing solutions can slow you down. ScienceLogic's internal ticketing system is fully integrated with all other ScienceLogic applications, including event management and the service desk functions. With a mouse-click, you can create a ticket in response to an event.

The ScienceLogic solution includes an embedded IT ticketing application. Automated IT ticketing workflow and service desk software features can accelerate your problem-resolution process for customer support, help desk, or internal ticketing use.

You can view all relevant system information for a ticket – from system details and status to other metrics, reports, and historical logs – through ScienceLogic's single, secure Web-based portal.

Make an event into a ticket, and track it all the way to the end.

ScienceLogic’s service desk provides an integrated trouble-ticketing management system that works seamlessly with all the network, system, application, virtualization, asset, and configuration tools. With one comprehensive, easy-to-use trouble-ticket tracking and searching system, an event can be created according to automated policy or a pre-set schedule, or by one click through an event alert email.

FEATURES

• Embedded understanding of managed elements, such as devices, device groups, organizations, assets, customers, and more
• Tickets can be aligned with any of the managed elements
• Comprehensive, easy-to-use IT ticket tracking and searching
• One-click event to ticket creation
• Auto-ticket creation through several methods:
  • Inbound email
  • Automation policies – customizable auto-ticket creation based upon events
  • Scheduled basis
• Support for MIME email attachment types in auto-ticket creation
• Create and manage queues, memberships, and access
• Parent-child ticket relationships allows for nesting of related incidents
• Notification and escalation engine
  • Auto-response email sends ticket details and URL upon change(s)
  • Supports email notification groups when there’s a change in ticket status
  • Create escalation policies and management workflow for business driven requirements
• Chargeback time tracking to keep track of resolution time
• Customization options
  • Ticketing templates for recreating specific incidents
  • Client customizable resolution and procedure text and support for ITIL best practices
  • Easy-to-add ticketing custom fields and forms for specific needs
  • Define-and-control selectable drop-down options within forms
• Workflow capabilities
  • Management workflow for business-driven requirements
  • Change management with custom templates and fields to support
  • Ability to create document templates within ticketing, knowledgebase, and device and organizational notes, asset and vendor records, and more
  • ITIL initiatives support using approved forms for different use cases
• Detailed messages to other users or external recipients
• Automated audit log for ticket history
• Cloaked comments feature
• Integrated knowledgebase as repository for best practices, policies, and organizational response documentation; information can be embedded in tickets
• Integrated asset management for direct access to asset and vendor records
• Integrated organizational contact information
• Extensive set of administrative tools and reports
• Built-in ticketing performance reports

Tickets are managed in easy-to-sort queues with customizable ticketing templates, automated notification, and escalation policies. An integrated knowledgebase is also available for users to use as a repository for best practices, policies, and organizational response documentation.