The Priority Manager is a powerful escalation and service level agreement (SLA) management tool. It can be used to automatically modify existing helpdesk jobs, send email to both staff and clients, and perform other actions relevant to your helpdesk environment. By using the Priority Manager, the helpdesk can build up a rich set of escalation and service level agreement profiles that will help your helpdesk achieve goals and provide useful managerial reporting.
At the heart of the Priority Manager are “priority profiles". Think of these profiles as the “business rules” that are defined by your helpdesk - they are your service level agreements. These profiles are “run” at regular intervals against your HelpMaster database and can perform a wide variety of functions with your helpdesk data.
Profiles are created via a wizard that will guide you through each stage of the process. Once they are operational, the Priority Manager will keep a close eye on your HelpMaster Pro database and enforcing the rules that you have specified.
Unlike many other helpdesk solutions on the market today, HelpMaster keeps track of the actual "business hours" that have elapsed since a job was logged. System administrators can configure each day of the week to specify the start and end time of each day, as well as any holidays or non-work days that affect your business. Once this has been done, the Priority Manager can use this informatin to work with jobs in "Office time"
ITIL® - "ITIL® is a Registered Trade Mark of AXELOS Limited."