LiveTime Software updates J2EE Based Technical Support and Helpdesk Application with Real-time Reporting
Knowledgebase search engine provides fuzzy logic searching across incidents, articles and their attachments.
Newport Beach, CA – October 8, 2003 - LiveTime Software today released Version 2.1 of LiveTime Support, a significant upgrade to its web-based J2EE technical support and help desk solution. The update delivers major enhancements to its real-time reporting capabilities together with wide-ranging improvements in the user interface to make workflow more efficient and technical support agents more productive. Also included in this release are new features for managing assets and purchase orders, as well as facilities for migrating user and asset information from third party systems, such as Remedy and Peregrine.
“LiveTime really understand the minute-to-minute needs of a busy support technician and have built a workflow that reflects that,” said Andrew Paul, Support Manager at HRM Software. “We invested in LiveTime Support because we were impressed with its ease-of-use, intuitive workflow and open web-based architecture and we’re delighted with the enhancements that LiveTime have given us in 2.1. In particular, the improved case handling workflow will contribute significantly to making our support team more effective and responsive.”
The new XML based dynamic reporting architecture enables LiveTime Support to generate executive and technical reports in real time to either Excel or PDF. Automatic scheduling and email delivery options are also included for full unattended operation. “Delivering key business metrics for every aspect of the help desk and support system allows our customers to lower costs more than ever”, said Dr. Williams, CEO of LiveTime Software. “Customers can easily determine the number of cases that have been escalated or the performance of a technician against a geographical location without the use of third party tools.” This unprecedented power from a help desk significantly lowers the total cost of ownership and does not require complex client server installations.
As the industry’s leading J2EE Help Desk and Support system LiveTime Support continues its zero lock-in policy by expanding its deployment environments and provides support for all major databases and operating systems including Windows 2000, Solaris, MacOS X and Linux.
A summary of features in version 2.1 include:
- Dynamic XML based reporting
- Refined case management and workflow
- Powerful knowledge search capabilities using boolean and fuzzy logic.
- Migration scripts from other help desk and support systems
- New Purchase Order system
- Client and Asset import facilities
- 300% performance improvement in overall system responsiveness especially with high number of users.
- HTML based email notifications
- Asset depreciation schedules
- Unlimited Escalation pathways for each product
- Added support for MySQL 4.0
About LiveTime Software
Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, Open Standards based ITIL service management (ITSM), help desk and support software for medium to large enterprises such as Verizon, Wellpoint, Pricewaterhouse Coopers and the United States Department of Defense. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com
