Issue Notification, Resolution, and Tracking

 

Approval Chains, Resolution Requests, and Notices Via Email

One of the most powerful features of the SPS Ticket Builder is its ability to link a specified set of actions to an electronic form.  For example, you may wish for certain persons in your organization to approve a purchase requisition after it has been created as a “ticket”.  Using the Ticket Builder, you can associate actions to tickets much as you can create custom database fields and associate them to the ticket.  Now, when this ticket is created, the appropriate action sequences are carried out and the appropriate escalation of requests is completed by the SPS through the Same Page Mail Server.

 

For example, suppose that each time a user of the Human Resources group performs an evaluation, you would like an approval request to be sent to the appropriate department head.  In the Ticket Builder application under the “Ticket Links” drop-down option, simply add a chain of actions to the Employee Evaluation Form created above.

 

 

You can expand the notification chain as you see fit.  For example, you may expire the approval request after one day so that lack of action creates a new event that triggers the SPS to escalate the approval notice to another user or group.  This key feature brings the electronic forms created using the Ticket Builder to “life”.

 

 

As stated above, all notices are delivered by the Same Page Mail Server via email links.  The user simply needs to check his email and click on the application link to receive the appropriate approval screens.  The application link appears much like a typical mail attachment icon.

 

 

Upon clicking the Link icon, the appropriate notice or approval screen will pop-up and the user simply needs to perform the appropriate action.  Any comments and history of the ticket will also be available for inspection.

 

 

The Ticket Builder with its custom field definition and automated notification system provides an excellent way to create and track all of the forms that your company must use while automating many of the tasks which required the time and energies of your employees.  Tickets can be used for a wide variety of electronic forms.  Besides the example above, you could use tickets to create purchase orders from your customers and request approval of those orders by your credit department.  Following the approval, you may choose to notify your shipping department using the automated notification system – once approved, the ticket automatically gets sent to the appropriate person without any need for human intervention.  Of course, all of this is configurable and scalable to your company’s needs.