Add on modules are optional and are purchased separately. The following add on modules are currently available.

Database Monitor

This add on allows you to monitor an incident database for new incidents, closed incidents and responses in the last N minutes. You can also notify selected users when the number of new incidents added, closed or number of responses is more than a specified number in the last N minutes.

E-mail Server

The e-mail server add-on allows you to log calls via Internet mail. You can define different templates to use for different clients and users. You can also include attachments when logging a call via the e-mail server. This will create the attachment records in the database.

Templates are used for processing the e-mail message and contains the following information:

• The Template Id is the Subject line in the e-mail. The e-mail server add-on will use the Subject line from the e-mail to retrieve the template details for processing the e-mail message body.

• The field identifier and terminating characters. This allows the e-mail server to parse the message body and retrieve the appropriate field values.
• Send an acknowledgement to the person who logs the problem. You can merge fields from the incident record in the acknowledgment. This allows you to inform the user/client of the Reference # for the new incident created.

Using the templates, you can also accept a form from your web site and create an incident record in the database. For example, if you have a support page (form) on your web site, when the user clicks on the Submit or Send button, you can send the form to the e-mail address monitored by the e-mail server. The e-mail server will then use the appropriate template to parse the form and create the incident record, then send an acknowledgment to the user. 

Escalation

Escalation allows you to escalate an incident if it is not closed, if the last response has passed a specified interval or based on the client's SLA.

Escalation is based on filters and is system wide. All records selected by the filter except for closed incidents will be escalated if it satisfies the conditions defined.

With escalation type, you can define which fields to update and how they should be updated. You can also notify selected users when an incident has been escalated.

Live Graphs

Live Graphs allows you to view graphs in real time. You can define any graphs to view, how often to flip between each graph and how often to refresh each graph. 

Report Scheduler

Report scheduler allows you to run reports at a given time and interval. You can send the report to a printer, file or e-mail it to a user. This can be very useful if you want reports (E.g. Status reports, Outstanding issues etc) e-mailed to you automatically on a weekly or monthly basis. Normally, the reports are e-mailed to a user or sent to a file or printer. Other users can also access the reports generated by the report scheduler if they have the appropriate security. The reports can also be accessed from the web.

System Alerts

System alerts allows you to notify users or external clients based on filters. You can merge fields from the records to create a custom message showing the exact details from the record that is required.

Here is just a small sample of what you can do with system alerts:

• Define a filter to select all client products where the Maintenance End date is equal to or earlier than today. Notify the client who owns the product via e-mail. You can create custom message and merge fields from the product record. This allows you to e-mail the product description, the Maintenance End date, and the cost of renewing the maintenance contract.

• Notify the sales manager of all quotations and/or invoices sent out today. You can merge fields from the quotation and invoice records to show the client and the total quotation or invoice amount.
• Notify the project leader of all scheduled tasks for all incidents. You can define the filter to select the task for a given incident only (E.g. for a project or product type or for a given client).
• Notify the manager of all assets due for service or all assets currently in service.
• Notify the project leader of all time and cost estimates to fix an incident.
• Notify yourself of upcoming meetings or product presentations with clients.
• Notify a manager if a negative feedback is received from a client.
• Notify sales manager of sales opportunities, the potential client and the potential sale amount.
• Notify clients of any special offers for a given month.

Tasks Scheduler

This add-on allows you to create recurring incidents. You can define how the incidents are to be created by using Data Entry Templates.

Workstation Audit

This add-on allows you to audit workstations. All information found will be created as asset components for the asset designated as ‘Use for Workstation Audit’. The following are the features that are available for workstation audit:

• Scan for workstation hardware.

• Scan for operating system version.
• Scan for system configuration information, services, ODBC drivers.
• Scan for authorised and unauthorised software.
• Scan for unknown files.
• View a list of all authorised and unauthorised software. For unauthorised software, you can also notify the user via e-mail to inform them that the software should be removed.
• View audit statistics, for example: how many workstations are running Windows 2000 or Windows NT, how many workstations are Pentium PCs, percentage of authorised and unauthorised software.

The table below shows the available add-ons for each product

For more information please contact the MicroWay sales team:
Head Office MicroWay Pty Ltd PO Box 84, Braeside, Victoria, 3195, Australia Ph: 1300 553 313 Fax: 1300 132 709 sales@microway.com.au		Sydney Sales Office MicroWay Pty Ltd PO Box 1733, Crows Nest, NSW 1585, Australia Tel: 1300 553 313 Fax: 1300 132 709 sales@microway.com.au
International: call +61 3 9580 1333, fax +61 3 9580 8995