Capabilities — Incident and Escalation Management

Incident (Trouble Ticket) Capture

Incidents can be captured via web forms or from other systems.

Incident (Trouble Ticket) Capture

Incident Routing

Incidents flow through an easily-customized process.

Incident Routing

Web-Based End-User Clients

Incidents are managed through a simple web-based UI.

Web-based End-User Client for Incident Escalation

Reporting

Reports show status, trends, and areas of risk.

Incident Escalation Management Reporting

User- and Role-Based Configuration

Users see only the information they should see.

User and Role Based Configuration

Forms Design

Designing input and display forms is completely WYSIWYG.

Forms Design for Incident Escalation

Process Design

Creating or modifying processes is as simple as drag and drop..

Incidence Escalation Process Design

Data Design

Determining data to collect is a point-and-click task.

Incidence Escalation Data Design

Compliance and Audit

Audit logs and electronic signatures help you be compliant.

Incidence Compliance and Audit

Process Mashups

Connecting to other process and systems is simpler than ever.

Incidence Management Process Mashups

Security and Administration

Granular administration keeps data safe and makes administration easy.

Security and Administration

Rich Interface Mashups

Dynamically display information from other systems.

Rich Interface Mashups

Notifications

Configurable notifications ensure that everyone involved has the latest issue status.

Integrations

Incident and Escalation Management is integrated with many popular development tools, including HP Quality Center and Serena Dimensions. A full Web Services API and visual orchestration capabilities are also available for integrations.

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