The IT Support module of TimeSuite is part of the
task management system. Users request a support task by entering details into the raise task screen.
This task is then queued to all members of IT Support. Depending on the severity of the instance, an email or SMS can be sent alerting staff of the new task.
As soon as a member of the IT staff is available to attend to the request, they can accept it. TimeSuite then reallocates the task to this person and unassigns all other users that the original task was assigned to. This person then becomes responsible for completion of the task.
Completion of the task allows the user to automatically enter timesheet details as for other tasks where a charge is raised.
In addition, the user can specify that this task is to become part of an IT Knowlege base.
This knowledge base is able to be searched by all other members of staff and has the capability of significantly reducing workload by providing information that personnel can use to fix commonly occurring problems without having to resort to IT staff intervention.