MySoft’s Service Request process and work flow management gives you the tools you need to track the status of all service requests. Compco separates the Help Desk incident management process and the Service Request management process since these processes often have different requirements and objectives. This is compliant with ITIL v3 recommendations.

MySoft allows the creation of Service Requests from MySoft help desk incidents, MySoft trouble tickets, email from customers, and through data entry. Multiple related tasks can be associated with a single Service Request.

When a work request is processed, you may assign a technician or technician group based on their available schedule and skill level. All scheduled and unscheduled items for a technician or tech group are displayed on the Tech Scheduling calendar.

Site defined work flows (review steps) route requests through predetermined business processes and keeps you informed about exactly what has been done and where a request is. The review step process lets you route tasks through your departments or outside vendors. As each step is completed, the request will then be sent to the next step.

The Service Request application will integrate with other MySoft applications to provide a completely integrated service request process. This includes:

• Shopping Cart integration reduces costs associated with incomplete requests.
• Web survey tools provide valuable customer feedback for continuous improvement.
• Project Estimator is ideal for managing large projects associated with one or more service request(s).