Solutions
IssueNet consists of four product solutions; each solution contains the base toolset of the IssueNet suite but is customized for the specific business needs of the identified solution. The four solutions are Intercept, Assist, Oversight, and Asterisk. Each solution maintains a core set of components for accessing and designing solutions such as workflow editors and form designers.
- Intercept is a software bug and defect tracking solution. The Intercept solution defines object classes such as a SoftwareDefect, SoftwareRequirement, SoftwareComponent, and HardwareComponent but allows users to define and customize their own as well. Examples of default workflows include Review Software Issue, Fix Software Defect, and Implement Software Requirement. Bug tracking system such as Intercept and others are often used in conjunction with Revision control systems such as Subversion, Visual SourceSafe, and Perforce to monitor code changes and relate them back to identified defects.
- Assist offers a set of object classes and workflows for an external or internal Help desk system. Examples of such classes include SupportTicket, CorporateCustomer, and CustomerContact. Default workflows would include Resolve Support Request and Request Engineering.
- Oversight offers a set of object classes and workflows for an IT change management system. IT change management or Information Technology Infrastructure Library ITIL service support are common industry terms that outline the work done by IT managers and technicians to monitor regulatory compliance, IT governance, unauthorized changes, and asset management.
- Asterisk is a customizable solution that could be used by a variety of organizations. Easily customized solutions are often useful for organizations that don't fall within the confines of other predefined products such as, bug and defect tracking or Help Desk for example. Organizations or business units looking for an issue management solution for human resources, legal, or general feedback to management would find something like this useful.
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