Objective
Delivering outstanding support is one of the most powerful drivers of lasting relationships — whether with customers, partners, or internal staff. To do it professionally, you need the right tools: tools that automate request management, track resolution progress, and ensure nothing falls through the cracks.
This need is no longer exclusive to large enterprises or IT departments. It has expanded across SMEs and across virtually every functional area of the modern organisation.
The Solution
Service Desk is Digiway's latest solution, rebuilt in XPages. It is the evolution of the previous 2Solve platform, designed to manage trouble tickets and monitor support requests end to end.
The application is built around the Incident Management process: handling the malfunctions and service disruptions that users encounter in their daily work with software and devices, with the goal of restoring normal service as quickly as possible — minimising disruption and maintaining the agreed service levels.
Typical use cases include (fully configurable via the application's management tables):
• Complaints Management
• Software Maintenance & Development Requests
• ICT Intervention Requests
• General Trouble Ticketing (via configurable contexts)
Key Features
• Full ticket lifecycle management: creation, assignment, resolution, and cancellation.
• Role-based functionality assigned via Domino server Names.
• Contexts and categories customisable via simple lookup tables.
• Automated reader management (notification recipients) per context.
• Email notifications at every stage of request progression.
• Public FAQ management.
• Available via HCL Notes client or standard web browser, including mobile devices.
• Data export to MS Excel.
Technical Specifications
Release: Service Desk version 5.3
Built on HCL Domino, Service Desk delivers enterprise-grade, configurable security for organisations with stringent data protection requirements.
Prerequisites: IBM Domino version 9.0.1 or later; tested and verified on HCL Domino 12.0.2. Compatible with all HCL Domino-supported operating systems.