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BOSS Solutions

Every organization strives to provide the best support for its employees and customers.

Boss Assist

Every organization strives to provide the best support for its employees and customers. Employees who are empowered to produce more by having the right tools can secure a company's future growth. By the same token, satisfied customers continue and increase their business, also adding to a company's success.

So how do you provide your employees and customers with the support they need in a timely and accurate fashion? BOSSAssist, the new help desk tool from BOSS, can be used to support both internal and external users. BOSSAssist makes it easy for users to enter their tickets through an intuitive Web portal, and makes it equally easy for technicians to track, respond to, and resolve tickets on a central Windows console.

BOSSAssist easily extends itself as an enterprise workflow management system. In addition to tracking all IT-related issues, BOSSAssist can be used to automate any of your workflow management requirements. With the help of the flexible, customizable, end-to-end, built-in business rules engine, any complex business process can be automated.

BOSSAssist provides answers for some of perennial help desk problems faced by help desk managers. Timesheet tracking helps them optimize their efforts and utilize resources better resulting in overall process improvement. The ability to track purchase information related to a help desk ticket makes it easier for the accounting department to reconcile accounts. It also helps in budget control and planning.

Whether it is claim processing, vendor relationships, customer relationships, accounting relationships or any other workflow needs, the answer is BOSSAssist.

BOSSAssist installs quickly and offers a great return on investment.

Benefits

Features

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BOSSAssist User Web Console

Intuitive Web Interface for Users BOSSAssist™ integrated service desk in DiagWin Enterprise™

Access Control/Privileges

Quickly assign rights and privileges for your IT staff through privilege templates. This saves time for large organizations.

Asset Tracking

• Track all your enterprise assets including IT and non-IT assets
• Track up to 5,000 pieces of information per workstation in less than a minute
• Gather all hardware, software, security and network related information
• Track specific registry information for any application
• Produce barcodes to identify assets
• Maintain history of asset information
• Track inventory changes
• Report on compliance and exception
• Determine licenses purchased versus consumed
• Meter application usage
• Query data dynamically with user-based parameters
• Customize reports or create reports

Customizable Dashboard

Allows you to see reports at a glance, enabling knowledge of the overall status of your networks and systems. Collapsible toolbar options allow you to ping servers, look up name servers, trace routes and calculate subnets. You can also stream the latest security news into the toolbar.

Powerful Technician Interface

Help desk technicians receive the tickets on the DiagWin console (a familiar Microsoft® Outlook®-oriented interface) routed through the rules engine. In most cases, technicians can resolve tickets without leaving their desks or making phone calls by using remote management features. The ability to reassign tickets and change severity helps to better manage critical tickets. For each ticket, help desk staff can view the user inventory, send a message, deploy a package, or even control user systems remotely. This ensures quicker ticket resolution, satisfied internal customers, and improved productivity across the organization.

Intelligent Rules Engine and Notification

The BOSSAssist rules engine automatically routes user tickets to appropriate technicians depending on user location, department, type of support issue, severity, or any other customer defined category. This enables the organization to build an efficient support workflow and streamline operations. The system sends e-mail notifications to a specific help desk technician or to the help desk group. The help desk administrator controls how and when notifications are sent and also decides on how automatic e-mails are worded.

Intuitive Web Interface for Users

The simple, intuitive Web interface makes it easy for end users to raise support requests. Users are authenticated through Active Directory, ensuring complete security of the system. Attachments such as screen captures or documents in any standard format can be attached for further explanation of the ticket. E-mail notifications are sent to users on ticket submission. The feedback page solicits user's opinions allowing quality control of help desk service. A customizable knowledgeable and FAQ helps users and technicians to find solutions quickly, shortening the response time and reducing the number of help desk related calls about trivial issues.

Microsoft® .Net Architecture

Offers a flexible platform for scalability; can be used for any size organization.

Package Deployment Wizard

Sets up unattended scripts for deployment of software, upgrades, and patches in just a few simple steps.

Patch Management

Reports on systems with the latest patches as well as on those that lack patches.

Remote Desktop

Allows you to take complete control of users' workstations through remote desktop capability.

Robust Report Designer

Provides more than 100 predefined reports that can be used or modified. These reports help to gauge the efficiency of your help desk operation, as well as track call volume and response times. Reports can pinpoint some common issues, as well as the users and computers for which the most tickets are submitted. You create DiagWin reports independently of any outside reporting tools. Depending on the type, a report can be presented as a grid, pie chart, bar graph, or line graph.

Ticket Generation

Create New Tickets

Fully integrated service desk tool BOSSAssist™. Enables DiagWin Enterprise™ users to use one simple program for managing system assets as well as the help desk.

Web Portal Installation Address

Web Portal: Database Server

System Requirements / Operating Environment

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