Elsinore Technologies core product, IssueNet, is made to provide companies with an extensible ITSM framework to provide users one solution to handle a wide array of issue management needs. Some of Elsinore’s help desk products are IssueNet Intercept, IssueNet Assist, IssueNet Oversight and IssueNet Asterisk.

IssueNet Key Features:

• Unlimited Customization: allows users to define an unlimited number of object properties, item types and relationships. Administrators can then setup specific fields, lists, rules and other features that allow users to track issues based on their specific criteria

• Web Services:  provides access to client and browser based interface via the Internet through ClickOnce Technology. This allows administrators to deploy and update software from a single location.

• Email Integration: IssueNet offers extensive integration with email clients, including Microsoft Outlook to help users associate email conversations with existing issues. Users can also submit, create and close issues or associated tasks directly from an email client.

• Task Management: Tasks are automatically created and assigned during workflow execution. When a task is created, it is then assigned to a department or individual, which helps manage workload, response time and other key factors.

• Comprehensive Workflow Designer: allows companies to organize business processes into distinct workflows. Drag and drop designer helps companies visualize the overall workflow process.

• Simultaneous and Nested Workflows: provides multiple and nested workflows associated with a type of issue to allow for quick expansion or tandem work processes.

• End User Web Portal: allows end users to research, submit or follow up on issues and can be integrated into a company’s website to provide access to other helpful information like knowledge base content.

• Process Automation and Escalations: actions can be associated with workflows to automate various issue updates. This can also be used to create escalations based on SLAs, elapsed time, halted process and other criteria.

• Knowledge Base: SimpleKnowledge Capture allows companies to create knowledge base articles and post them on the client portal.

• Simple Business Rule Setup: users can define conditions that can be assigned to any stage of the workflow process. Help ensures proper approvals or work was completed before the next step is reached.

• Organization: helps users organize projects, issues and tasks into a hierarchical folder structure.

• Highly Scalable and Configurable: users can create unique and secure environments for groups, departments or any part of an organization and allows administrators to leverage existing business practices.

• Notifications: notifications can be customized to update the proper parties for any event. Notifications can be plain text or HTML and are delivered through Microsoft Message and Queuing Services.

• Extensive Reporting: users have access to configurable dashboards that present real-time or historical data and can be exported in .doc, .pdf and.xls formats.

• No Database Expertise Required: helps organizations define new items, properties and relationships without requiring making any changes to the database. All items are stored in the backend database as objects for reporting, queries, searches and integration with other databases.

• Property Inheriting: helps companies improve scalability and maintenance required as business processes expand.

• Form Designer: companies can create forms to their specifications, and are created and displayed based on user permission and business rules.

• Scripting: Scripts developed with Visual Basic can be used to apply advanced logic to forms or workflow.

• Auditing Tools: complete audit trails are recorded for every item that is tracked. Auditing can also be customized to fit an organization’s needs.

• Search and Query Builders: users can execute simple or complex queries or searches without having to have a SQL background. Queries and searches can be saved as templates and shared with other users.

• Personalized Workspace: each IssueNet users can create their own personalized view within the workplace settings.

• Productivity Tools: IssueNet includes tools such as spell checking, screen capture, Windows authentication and auto routing of issues to  defined teams are all made to improve user experience.

• Security: to help protect security, permissions can be defined on the folder or project level. IssueNet also supports Windows Authentication and electronic signatures.

Select Elsinore Customers:
Fujitsu, Cisco, General Dynamics, US Army, Boeing, SAP, Siemens, US Department of Transportation (DOT), Lloyds of London, Sirius Satellite