COMMAND HelpDesk is designed to automate network help desk and troubleshooting activities, dramatically improving response time and increasing network availability. COMMAND HelpDesk is a combination of problem and fault management applications based on Remedy Corporation's Action Request System software. It is designed for seamless integration with ISICAD's COMMAND 5000 infrastructure management application and with leading logical network management platforms.
COMMAND HelpDesk provides a workflow process designed to assist network users and technicians in reporting and resolving network problems. It automates the process by assigning problems to support staff, tracking their resolution, building an experience database for ongoing help desk management, and notifying the requester when a service request is completed. HelpDesk also provides problem escalation to meet guaranteed response times and attend to critical-level alarms.
COMMAND HelpDesk can be easily tailored to meet corporate standards or specific site/ department requirements. The network manager can customize the product so that each type of user can quickly get the information required. The network management staff can access COMMAND to review historical records of every piece of network equipment and its connectivity. Technicians can view lists of requests, make comments, assign them to other groups, and report on their status. Users can submit service requests and trouble tickets via e-mail, using standard or user-definable forms.
When an alarm is triggered by the logical management system, a trouble ticket is automatically opened and populated with information from the COMMAND database, giving the technician a single source of automated information as to device name, date and time, address, port and circuit trace. Once a trouble ticket is opened, the problem equipment can be located and displayed in COMMAND, so the network manager can determine which part of the circuit has failed, who has been assigned to solve the problem and the trouble history of the failed device. The users who will be impacted by the failure can be notified, often before the user discovers the problem. The network manager can also review historical files and query the database to locate all equipment past the scheduled maintenance date, and the work order can be printed and the appropriate manager notified.
Solaris version: 2.4
Solstice application/version: Solstice SNM 2.2
Types of integration: Console Menu Interface, Data File Integration