TicketXPert.NET is a multilingual, web-based ticket system for your User Help Desk (UHD), customer service and product support for all sectors. TXP meets highest security- and quality standards: it is compatible with ITIL, based on .NET technology, includes Webservices and possesses a unique application architecture.

TXP`s ergonomic character is guaranteed by a .NET standardized User Interface (UI) and intuitive navigation with state of the art usability.

TXP Enterprise Edition is customized with individual workflows for the specific requirements of your business.

TicketXPert.NET`s service-oriented architecture (SOA) reflects newest technologies and is seamlessly integrated into the MS.NET framework. Authoring tools were C#, APS.NET, T-SQL, ADO.NET, XML and SOAP. A structure uncommitted to language is guaranteed by Microsoft Intermediate Language (MSIL) and Just-In-Time-Compiler (JIT). The applied methods (UML, ERM, n-Tier Model) optimize TicketXPert.NET regarding performance, availability, security and in terms of changes in the database, program logic and user interface (UI). Due to its unique architecture, TXP can be individually enhanced for any business.

The web-based basic module makes easy compilation and editing of tickets (incidents, problems, changes, etc.) based on MS SQL or Oracle possible. Tickets can be accessed, edited, delegated or closed by any Help Desk user at any time. Ticket templates can be freely designed with the Ticket Assistant Manager. Any Help Desk organization structure can be displayed transparently, with multi-client capability, various group levels and the triage function, based on LDAP (ADS or others).

The basic module of TicketXPert.NET (TXP) provides functions like filtering, audit trail, permission, history, and more in addition to the basic features. Due to its unique architecture TXP can additionally be individually enhanced for any business. The TXP Configuration Manager integrated into the basic module enables an easy, completely web-based (following newest application conventions) configuration of all parameters, options, and permissions of TXP as follows:

	General Help Desk settings
	Assistant for incident-, problem-, change- management, etc.
	Configuration Management (CMDB)
	Service Level Management (SLM)
	Escalation
	Workflows and actions
	Database- and interface definitions
	Import/export functions
	Ticket Templates (Assistant for compilation)
	Containerticket
	Fast ticket compilation (Quick Ticket)
	Views of ticket lists
	LDAP user and group management (ADS or others)
	Role-based permission management
	News ticker
	Reporting (import, filters, categories)
	Mail2Ticket
	Templates for notifications
	Knowledge Base (KB)
	Basic settings Integration Remote Control
	Basic settings Capacity Management
	Licensing and languages
	...

The optimization of Service Desk performance is ensured by enhanced features like Ticket container (collection of tickets), Ticket templates (Quick Ticket), notification through various media (text messaging, e-mail, pager, etc.), 1Click ticket acceptance, Mail2Ticket and many more. Expandability through additional modules makes TicketXPert.NET Enterprise Edition (TXP) a modular and scalable Help Desk solution for businesses of any sector and size. The following modules are available:

Workflow Management, or Business Process Management (BPM) describes the modelling of conventional processes into electronic processes under the aspect of Enterprise Application Integration (EAI).

The Workflow Management System (WFMS) module provides a platform for the automatic handling of individual business processes of all kind. It allows you to easily and cost-effectively assess, present, edit and control your Workflows and to adapt them to changing requirements anytime. With .NET technology, interfaces of any WFMS- systems, databases, as well as import- and export- features can be implemented quickly. With the TXP WFMS module you obtain a platform for your BPM on which you can constantly shape, automatize, analyze and optimize business processes together with your business partners and clients (Business-to-Business-Integration), even across business borders.

This module permits the administration and description of services, contracts and runtimes. Automatic test procedures ensure the maintaining of predefined response times; in case of transgression an individual escalation process is automatically activated by the Workflow Engine. Service Level Management (SLM) supports an optional number of contracts - a contract can include an optional number of activities, an activity can contain an optional number of priorities, and a priority supports an optional number of escalation times. Additionally, there are miscellaneous Workflows provided for escalation from SLM, which add many features and meet individual demands for escalation.

The Dispatching Module increases the capability of the entire system to its ultimate level. A component that can be configured entirely based on simple combinations and flexible rules, it allows the realization of complex distribution- and allocation processes within the largest business hierarchies and between business departments in an easy and intuitive way.
The Dispatching Module for example supports the semi- automatic allocation of incident-tickets to the appropriate supporters under supervision of a coordinating center, as well as the automatic execution of the dispatching process in the background through integration into the Workflow Manager.

This module facilitates an early identification of causal relations concerning the quality of process performance. Due to freely definable rules, trends can be recognized at an early stage. These trend rules can be easily integrated into the Workflow Designer and cause an activation of information (e-mails, text messages, etc.), Subworkflows or other event-driven actions in case of a match. The rule «number of selections of the same criteria (for instance type of classification) in a predefined time span» for example can activate a ticket bin as container or respectively a message (text message) to a predefined group. This module corresponds to process quality defined by international ISO 8402 service norm, which demands to «meet the defined and preconditioned demands of a body of properties (and property values) of an entity concerning its applicability».

With this module, appointments, tasks and notifications can be created and managed in various media (text messaging, e-mail, pager, letter, etc.) with interface to Outlook (resp. MS Exchange and Lotus Notes Connector). Through configuration of the Messaging Objects, like for example templates for notification with variables, notifications can be sent from any location in the Workflow. Mail2Ticket (automatically converts e-Mails into tickets) allows users as well as servers to generate tickets at an e-mail adress set up in the Service Desk. Via the news ticker, important information like system failure can be published for various Help Desk participants.

Configuration Items (CI) and services, respectively their relations, linked tickets, Service Levels and much more can be easily managed concerning their status and category in the Configuration Management Database (CMDB) - the module also allows inclusion of history. Simple schemes for Configuration Items with variable and master data, default values, lifecycles and much more can be predefined. Additionally, an importer with user interface makes it possible to use CMDB as a resource for automatic asset management (e.g. enteo, MS SMS, etc.). CMDB makes TXP a superb integrated system management solution including hardware and software inventory.

The following databases will be supported as the source for imports in CMDB:

	SQL Server		Informix		Excel
	SQL Server 2005		Ingres		Text
	Access		Mimer SQL		DBF / FoxPro
	Oracle		Lightbase		AS / 400 (iSeries)
	MySQL		PostgreSQL		Exchange
	Interbase		Paradox		Visual FoxPro
	IBM DB2		DSN		Pervasive
	Sybase		Firebird		UDL

TXP Knowledge Management is a completely web-based information system which enables the compilation, preparation and provision of an organization`s entire knowledge. The interactive module with Workflow Manager for Business Process Management (BPM), full text search, history, FAQ, rating, resubmission, versioning, feedback, templates and much more enables the Service Desk to efficiently decrease the Total Cost of Ownership (TCO) through proactive solution proposals.

Task Management allows you to manage projects, Work Packages, Work Items and open tasks. Objects created with Task Management can be created, assigned and managed from Tickets or independently. Moreover, Task Management with enhanced functions like automatic expiration date, hyperlinks between tasks, reminder- function, Outlook integration, and Task2Mail is integrated into the list of activities and into Capacity Management in TXP.

With this module you can register and settle time expenditures, performance and purchases of your employees within the Help Desk Solution TXP. You can also coordinate the Service Desk's capacities with an interface to Outlook. Projects, cost centers, cost units etc. can be defined and performances can be registered directly within the Ticket. It is also possible to pass on performance data to an ERP-system via an export-inter- face in the context of customizing.

CTI transforms the Service Desk and its PC-systems into an actual Call Center platform. The CTI Connector module is a middleware which is integrated seamlessly into TXP via an XML interface, and which links optional data bases, CTI server, phones and applications. The CTI Connector is started when TXP starts and is shown as icon in the system tray until it is needed for telephony. The CTI Connector takes calls and checks caller ID consecutively in several data bases.

With the help of this module, Help Desk can directly access the Ticket collector's PC via various remote control-software (Netviewer, PC-Duo, NetSupport Manager, VNC, NetMeeting, etc.). This means that reaction spans and support costs can be decreased while customer satisfaction increases.

The analysis of statistics, which is based on MS SQL Reporting Services, facilitates the creation of various report templates. The reports are available with state of the art filters with absolute values and numerous graphic types in CSV, DOC, XLS, TIFF, PDF, XML, Webarchive, and HTML format. Via the import interface, every individual report template can be created with the adequate Designer, and can be quickly and easily imported.

This module permits the connection of a directory service to TXP via LDAP or another source for user management. The LDAP interface enables Passthrough Authentication for Single SignOn.

With the supplemental Public Interface module, an HTML form can be generated for any Ticket Workflow. Through these interfaces to TXP, anonymous users (without authentication) can register Tickets via a template on a website.

The language-module facilitates the licensing of applications and their functions, dialogues and descriptions in various languages. Available are German, English, French, Italian, Slovak, Czech, and Hungarian. Other languages are available on request.