NEW IN
HEINZELMANN 5.20:
Extension of ticket types with own lists
The concept of ticket types version 5.10 is now expanded with lists that you can define and fill yourself. This data is therefore available to you for all tickets. You can now display and sort your own lists and fields in the ticket lists.
The ticket as a draft
An important meeting is coming up and you are running out of time to finalize the ticket you just created?
The ticket can now be saved as a draft for further processing later.
If you are unable to complete the creation of a new ticket, simply save the ticket temporarily as a draft. It is only visible to you and can be edited at a later point in time and then converted into a ticket.
Start workflow from the ticket
You now already have an overview of all workflows available to you in the ticket. The new version integrates the module directly into the ticket. If you determine while processing a ticket that a recurring process defined in ITSM needs to be started, this is now possible at the push of a button. You can start the workflow directly from the ticket and follow the status of the ticket in the workflow.
- The HEINZELMANN workflow module is required.
ISIS12: HEINZELMANN supports the standard among information security management systems (ISMS)
With HEINZELMANN you cover all the requirements that the standard places on a service management tool. Map service management processes with our additional modules Service and Workflow. Identify critical applications, map them in the service catalog and derive corresponding service level agreements from them. A time-controlled deletion of tickets is also possible from this version. You now simply specify the period of time for which tickets should be kept in the system. A service then cyclically deletes the tickets that have exceeded this period.
All 12 points of the ISIS standard are now supported by HEINZELMANN.
ISIS12 (short for information security management system in 12 steps) is a model for introducing an information security management system (ISMS). It includes concrete measures for the systematic and continuous increase in information security.
Selection list of ticket types and templates
When creating a new ticket, a selection of the existing ticket types and the templates in connection with the ticket types is displayed for a better overview. If you previously had to select which template you would like to use in an extra step, this step is now omitted if only one template was defined for the respective ticket type. This combines the selection of ticket type and template in one step.
FCS customers with a HEINZELMANN support contract can download the new version free of charge. Please contact our for this support or our sales department.
You have no Support contract and want to purchase the new version?
Our sales team will be happy to advise you:
We wish you a lot of efficiency, success and joy with our new ServiceDesk HEINZELMANN 5.20!
Your FCS IT Management Solutions team
