Finally got the new version 2.0 of our ticket system / service desk for Microsoft SharePoint is out of the quality assurance and has been delivered to our existing customers. In the new version, a lot has happened. As mentioned in a previous article described, it is at LTRS to a solution that all the processes and steps for processing tickets or service requests ITIL compliant covers and which is also fully integrated with Microsoft SharePoint. Through the SharePoint integration is LTRS diverse, convenient and easy to adapt to the needs of your organization. Already in default but are covered by almost all of the typical installation of support incidents.

Processing inquiries / tickets in service desk

What's new? - ITIL Problem Management

Such as here defined LTRS now covers all aspects of the ITIL problem management from fully informed of the problem identification, categorization, prioritization, diagnosis, resolution, verification, completion, evaluation, review and reporting. New compared to the previous version include the following functions:

Automatic allocation / classification of tickets / inquiries by rule management

The LTRS implemented in rule management workflow and allows automation of some of the queues by assigning rules to be applied when creating or editing of tickets. Depending on the sender / Ticket Creator, from the title or the description of a ticket agent or support team may, priority, category, or any selected day will be set automatically for a ticket. You can also define whether the automatic e-mail delivery is to be disabled for certain ticket creator or specific e-mail footer for e-mail inbox will be removed.

Application examples:

• Incoming e-mails from a computer system or a third party software such as SAP can automatically an agent or a support team will be assigned based on your e-mail subject.
• Tickets / requests of certain individuals can be automated with a height priority be given

Assignment of contact information, inventory information or service level agreements filed with the SharePoint top-level data management

LTRS supports the automatic addition of tickets with information about the creator of a ticket. Thus, for example, tickets to certain persons or in certain mail addresses (for example, all messages with the Endung@firma.com) automatically for information such as company name, phone number, type of service level agreements, or in use for hardware / software will be added automatically.

For the necessary master data are recorded in any extensible master list on the LTRS website. This can be for example a default contact list that is automatically synchronized with your Outlook contacts.

Graphical analyzes

Through the SharePoint integration have already been generated in the previous kind of analysis with standard tools such as SharePoint views on Configurable or Excel reports. A new feature is now possible to view the LTRS analyzes in graphical form. A graphical representation of various reports (eg by category, ticket maker, affected companies and priority) might look like this:

Graphical analysis of LTRS ticket system / servicedesk

Linking tickets

Is described in a ticket is a problem that was described in a similar way or in another ticket already, you can assign the new ticket, the existing ticket. For this purpose you are comfortable search options available, you can search for any keyword, for example, identify related tickets and assign each other. If a ticket is dissolved, so directly the associated tickets will be identified.

Universal form for the quick creation of a ticket / request a

As an alternative to SharePoint form and e-mail you now have a ticket available WebPart that you can make universal to any SharePoint site users. The fields displayed on the form can be configured so that you can, for example, on a central intranet site a form for quick submitting a request to integrate the support.

LTRS quick form

LTRS meet

These are just some of the new features and many small improvements in detail. The new version also offers a print preview, advanced forms, advanced e-mail functionality and much more. We are happy to LTRS before a webcast and provide you with a 30-day trial version for your system environment.

A call (tel: +49 231 9.15965 million) or e-mail to sales@locatech.com enough. We look forward to the conversation.

The team of Locatech IT Solutions

We have decided to continue our current vacancy once directly on the homepage. 2012 begins for us with exciting client projects, and our product development team needs to be strengthened as well. We look forward to hearing from you!

The team of Locatech IT Solutions

Are you looking for an IT company, that with a solid and future-oriented business model makes use of the opportunities that arise through the development of Enterprise 2.0 solutions and cloud computing?

If you are interested in the following activities, please read on:

• SharePoint-Experte/Consultant for implementation of SharePoint projects and customer service

• JavaScript / Web UI expert on a freelance basis

We look for people who like to work at the interface between the organizational requirements of the enterprise and the technical implementation of future-oriented IT solutions on the other. People who can communicate well with non-technical customers and have the same skills and expertise in modern software development. Employees who fail to implement only with mind but also with heart and enthusiasm solutions for our customers.

We offer you a job 2.0. Our philosophy of cooperation is characterized by knowledge sharing and continuous learning. You will find no classical hierarchy and no fixed working hours or locations. They work on a project-oriented, usually in our office, but also remotely from home office and occasionally inserts into the customer site. You make a lasting contribution to the project and business success and enjoying reciprocal freedom in the design of your work. We are convinced that such an environment is essential in order to be productive as a knowledge worker can.

Our goal is to strike a balance between work concentrated on the one hand and a creative and communicative atmosphere on the other. We draw no clear distinction between internally and externally. As a freelancer, or partner companies are also welcome as an employee in permanent employment. If after reviewing our corporate side have the feeling that your profile and match their skills to our company, we look forward to hearing from you.

Note to recruitment agencies / recruiters: We are looking for direct contact with employees and ask that you refrain from contacts!

For the following activities we are looking for employees. Please send your application documents, project references, profile, resume or other significant documents on your person in electronic form to arbeitsplatz20@locatech.com :

SharePoint-Experte/Consultant for implementation of SharePoint projects and customer service

JavaScript / Web UI expert on a freelance basis

Amazing how suddenly always another year is finished. Especially this year, it really is, but we have very intensive SharePoint platforms and solutions for client projects introduced. Whether customers, prospective customers, business partners or readers of our articles, you have made ​​the year for us at a very successful year. We thank you all very much up to you! And in addition to the purely business side, we have worked with very nice business partners. It's fun to us motivates us to go the beaten path to consistently.

Unfortunately, the hard work has also meant that we had our little blog neglect. However, you are now one of about 30,000 people who visit our website every month, what motivates us very strongly in the coming year even more value to new and interesting content from the world of Enterprise 2.0 and Microsoft SharePoint to publish.

As we continue with SharePoint?

Even if one could be due to the € beet crisis, the macroeconomic outlook in the coming year, we anticipate that may be raised by intelligent IT projects an enormous productivity potential. The introduction of modern platforms such as Microsoft SharePoint, combined with the simplification and automation of information processes, makes your job easier, make your organization more competitive and fosters collaboration between your employees. We are confident that will prevail in Microsoft SharePoint in the coming years more and more companies as a central communication and information platform and medium gain a similar importance for organizations such as SAP is today.

Outlook for the Cloud - Partly sunny?

We also believe that cloud-like technologies will pave their way Office365. There are - rightly - reservations about data security. The opportunities for producers to make legally binding commitments to data security, but are also limited by international standards. Until then, you should at least learn about the new cloud technologies and can possibly less critical processes in the cloud "outsource" to enter into the technology and to benefit directly from it. We help you with questions about Office365 in test installations, and also when moving business processes to the new platform at your disposal.

Year

2012 brings us to a decent company growth, fueled by new, exciting projects, new colleagues, a strong demand for our product LTRS and a significantly increased number of subscriptions Office365. Now we go but into a rest period and are available in the period from 27/12/2011 to 01/04/2012 only very limited functionality. If you have any concerns, please send us an e-mail to our support team at support@locatech.com or to our sales sales@locatech.com . We are as close as possible to respond to e-mail, or you will be back with our team from the 5th January 2012 is available.

Thank you so much!

A very heartfelt thanks from our entire team for their cooperation, the interesting conversations and for your confidence in our work!

We wish you, your families and your colleagues in a quiet and peaceful Christmas and a happy, motivated and successful start into the new year.

Your Locatech IT Solutions team

Finally we are following a very busy summer in a position to introduce our product available since April LTRS for SharePoint. With LTRS you have a comprehensive service desk / ticketing system based on Microsoft SharePoint 2010 (or Windows SharePoint Services) are available.

LTRS extends the capabilities of SharePoint to a processing system for employees of the IT department or an IT service provider to organize inquiries, problem cases or IT tasks with full email support for users and editors, and process them. The individual problem cases or requests here assigned tickets, to allow for easy, largely automated and structured treatment and solution of problems.

LTRS also supports the development of a knowledge base or knowledge base is diverse and adaptable to individual needs and expandable. This article provides an overview of the main functions of LTRS.

LTRS-ticket system as a SharePoint Portal solution

E-mail support

LTRS has a far-reaching e-mail support. Users submit requests to a configurable e-mail address and be automatically notified when the status of their request changes or when a support staff for additional information or questions setting service request.

E-mail Templates

The scope of the e-mail notifications can be configured or modified central settings. Also, the processor of a ticket decide case by case basis, whether information is sent to a ticket to the user or not.

The ticket system is a central e-mail address is stored, can be sent to the inquiries by e-mail. To submit a ticket, send an e-mail to the support e-mail address, and make the necessary disclosures in the subject line and in the e-mail itself if necessary. meaningful documents or screenshots you can attach as an annex of this e-mail.

The ticket agent receives when opening the ticket was a complete overview of the entire process and can see exactly when and what information sent on what terms.

In any case, all communications to the ticket stored centrally in SharePoint Portal and is including in the framework of the (authority-controlled) Full-text search. In combination with a wiki system and a central repository of user manuals and FAQ created a Knowledge Base that - graded by permission - for IT support and also for the user may be provided.

Further, on any other fields, responsive e-mail notifications can be configured with our notification WebPart. This configuration is also possible for you even added information fields.

State Management and preconfigured workflows

LTRS has a number of operational controlling status, - trigger actions and thus supplement the communication process to the ticket processing and effectively automate - configurable. The designation of the status field is adjustable, and also other state for specific requirements / assessments can be supplemented. The actions can be individually configured via a central configuration page.

Tickets received after creating first a raw "Pending" status, the changes in the processing of tickets to a processing status, and after completing a ticket into a completed status. In addition, different intermediate states are supported. In the fields on this tab, a bear, what the different status in text form and in the e-mail communication should be used.

Forms

Form to create a new ticket

The creation of a ticket is either via e-mail as well as possible based on forms. Depending on the configuration of your system may be referred to the link to access the form creation differently. You can also choose the form and terms used freely configure.

You open a form to create a new ticket directly from the central ticket office or place of a configured within your SharePoint environment.

Files and screenshots you can add as an attachment. Descriptive text you can format using the integrated editor.

Reports and Listings

Easy-to-define reports

LTRS allows the creation of any reports and charts, similar to the choices you have, for example, in Microsoft Excel. You can set user-specific or general analysis filter and sort according to your wishes, or group. Even after you set up the evaluation, additional fields is possible.

Ticket Management

You make the settings for the ticket management system via the web administration of SharePoint. The ticket system has its own administration page, all other settings are made with standard SharePoint features.

A configurable number range, the assignment of a unique ticket number. This is used later in the ticket processing in the partially automated e-mail communication as a reference ID.

Permissions and user management

First you must decide which groups of users to edit forms or ticket may view evaluations. With this information, then set the permissions and user groups in Microsoft SharePoint. LTRS is fully integrated in the administration of Microsoft SharePoint. This includes the search function, so that only authorized users to search results received from the LTRS.

Technology and Architecture

LTRS is a fully integrated solution with Microsoft SharePoint, and uses or expanded lists, forms and e-mail functionality of SharePoint. Accordingly, all supported by SharePoint offered features such as browser access, security and authorization mechanisms, search, workflows, views and analysis.

System

LTRS requires SharePoint Server 2010 or the free Windows SharePoint Services with this turn of the required Windows Server environment. Basically LTRS can also operate in a virtualized environment easily. In addition, the e-mail function of Microsoft SharePoint are set up so that SharePoint can send and receive e-mails.

LTRS is installed as a SharePoint Solution initially by us and with you configured together. Further adjustments in the terminal by the customer can be performed by us or by one of our partners.

Licensing and costs

LTRS is licensed depending on the number of ticket agents and in a start-Edition (up to 3 Arranger), Business-Edition (up to 10 agents) and Enterprise Edition (unlimited number of editors) are offered. To support a configurable e-mail notification on customer-specific fields may be required to license our notification WebParts.

Depending on the desired customizing falling costs for requirements workshop, Customizing, installation and training if necessary.

The next step

Please arrange a webcast or on-site appointment with us to learn to LTRS. For evaluation purposes, a test installation on your SharePoint platform is possible. Depending on the scenario in your organization, we make you an individual offer.

Write us at sales@locatech.com , or better yet, call us at: +49 231 9159650

Your team LTRS

With Office 365, Microsoft offers its customers a - compared to the previous license jungle - very simple subscription model (per user per month), with nearly all the office functions on both the desktop and via a Microsoft-hosted cloud platform used can be. Here, Microsoft Office 365 is aimed at both small and medium size businesses and corporations and large organizations.

Office 365 offers essentially

• access to e-mail, documents, key contacts and calendar functions virtually any device (PC, mobile phone, tablet ...
• the simple, secure information exchange for cooperation with other employees, customers and partners
• Microsoft Office for the desktop in combination with the web applications
• depending on the plan (see below) a simple community support or a comprehensive IT support around the Clock
• Data center operations with 99.9% availability, geographically distributed redundancy of data centers and other safety features
• Capabilities for enterprise portals, extranets, websites, instant messaging, video and Web conferencing

The cost depends only on this lump sum to the number of users and will be charged monthly. Office 365 in the following products are included

• Microsoft Office Professional Plus + Office Web Apps integration
• Exchange Online
• SharePoint Online
• Lync Online

Use Scenario 1: Office 365 for small businesses / organizations (up to 50 users)

Organizations / businesses with up to 50 users and very limited own IT infrastructure to pay € 5.25 per user per month.

You will receive:

• Office Web Apps
• Exchange Online for e-mail, mobile access, calendaring, contacts, anti-virus, anti-spam
• SharePoint Online for team sites, access database services and simple public websites
• Lync Online for instant messaging and online meetings
• Support only via Internet forums moderated

Use Scenario 2: Office 365 for larger businesses and organizations

There are a number of "plans" for various scenarios. They all share a high uptime guarantee of 99.9% for the IT infrastructure and IT support via phone / web / e-mail, reasonably large mailboxes (25 GB), Active Directory use the latest version of Office Professional Plus combination with the Office Web Apps, anti-virus and anti-spam protection, instant messaging, online meetings, video conferences, SharePoint team sites.

Organizations or businesses that have not yet used the online services from Microsoft and the Office Professional Plus combine as desktop software with all features available from Exchange, SharePoint Online and Lync, pay € 22.75 per user per month.

Free Trial: Get a quick and easy unlock for a free trial of Office365.

• Here is your invitation link .

For more information about Office365 here .

Conclusion

It will be exciting. Microsoft throws but real pounds on the scales to stake his claims in cloud computing, in particular on the Google Apps the wind from the sails. The combination of Office software for the desktop and the new cloud services Microsoft is trying to use its cash cows "Office" as a hosted solution for money ass. And for those companies that do not want their entire IT infrastructure into the cloud (and are currently the most) is the combination of Office / Desktop and Office / Web is the perfect cloud gateway drug available.