The Issue Management System offers the following:
• Reporting dysfunctions, errors and requests (e.g. manually or by e-mail Response Management Systems)
• Distribution and assignment of issues to the concerns
• Monitoring the time spent and quality of work
• Ensuring the observation of internal processes with help of workflows
• Statistical analysis of the number of tickets
• Automatic generation of tickets by alarming systems, e.g. network monitoring
• Fulfillment of external service agreements (Service Level Agreement, SLA)
• Systematic collection of questions and answers for FAQs
• Assignment of a priority to each issue based on the overall importance of that issue, the customer, date of submission, SLA
• Containing a detailed descriptions of the problem being experienced, attempted solutions or
workarounds, and other relevant information
• Maintaining of a history of each change
