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PhaseWare Tech Web Features & Benefits

Overview Features & Benefits

Features

Benefits

Manage Customer Information through Incident Manager

Once logged on to PhaseWare Tech Web, your employees can manage all incidents and contact information they are authorized to work on just as they can in PhaseWare Tracker. Specifically, the Incident Manager screen within Tech Web enables them to:

Create new incidents or contacts
Search for a particular incident or contact
View lists of incident "favorites"
Record a new journal entry
Pause, stop and restart the time monitor as in Tracker
Set the journal time manually either by specifying the start and end dates or the hours and minutes
Include attachments to journal entries
Change the severity of an incident
Re-assign the incident to a different technician
Close an existing incident
Enter a closing journal entry

Manage Incident Grid Detail

The Incident Grid can be refreshed manually at any time and will also automatically refresh at a user-defined interval (e.g. 3 minutes). Because it is built using advanced Web 2.0 technology, the data contained in the grid is updated without requiring a refresh of the entire screen. This helps ensure that the most up-to-date information is presented on the screen as quickly as possible with minimum impact to the technician. Usage of this next generation technology also means that with a click of the mouse technicians are able to:

Re-sort information (just click on a column header)
Move columns by clicking and dragging the column header
Group rows together by dragging one or more columns to the grouping section above the list
Adjust paging so that only 100 rows are displayed at a time

Knowledge Base Access

With Tech Web, a search field is displayed in the toolbar. Your technicians simply enter the word or phrase they want to search. When the technician selects a Knowledge Base article, the complete problem and solution is displayed including any existing comments about the solution, who created and verified the solution, and when the solution was created. If they find that the solution will resolve a current issue, it’s easy to apply the solution to the incident with a couple of clicks

Case Study: Property Info [pdf]

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