CISS - Client Integrated Support System (Help Desk Software)

CISS Help Desk Logo

Features Overview

Features	Benefits
Tracks outstanding requests for service	Maintains better control over issues, problems, work and resolutions
Builds history on all work order activities	Valuable for auditing and tracking changes.
Powerful search engine	Allows locating specific work orders a breeze
User Defined Fields	Customise the information you want to record to suit your needs
Automatic notification and escalation	Automatic notification of due/overdue work orders or ones in need of escalation Customisable automatic email notification sent on work order creation and closure
Fully integrated	Keep record of all client details Track help desk staff information View all outstanding calls for a client/staff member
Time Entry	Records times, dates, rates, staff and task description Determine the time and cost of any work order (billing)
Powerful Knowledge Base	Records all solutions to problems Advises possible solutions based on recorded similar problems
Reports	Reports and graphs provide statistical, well presented and concise information for analysis. All report can be exported to HTML (Web Page) format. Able to add your own Crystal Reports
File Linking	Able to link associated files such as emails, screen dumps, error messages to the work order Able to add your own Crystal Reports
Flexible Database	MS Access database makes it easily accessible by other applications (e.g. Word, Excel). CISS archiving feature keeps database to manageable size. Can later expand it to SQL Server
Scalable	Can run on a single PC (stand-alone) Or can be run networked, with many copies accessing the one database. (multi-user)
User Friendly	Easy to use Graphical Interface. Fast to set-up and learn.
Web-enabled	New web add-on called WebCISS delivers even more power to this already powerful help desk system. Click here to find out more about WebCISS

F.A.Q.s

Q. What platforms does CISS run on? CISS is developed primarily for the IBM PC/Windows environment. It has been tested and run on a Novell network, but has not been tested with Macintosh equipment or with Lotus Notes. If you are willing to trial it on these platforms, we would like to hear the results. Q. What are the system requirements?

Pentium PC or higher
8MB of RAM or more
20MB or more of hard disk space
Windows NT/2000/98/95

Although primarily developed for a Windows network platform, CISS has been tested and run successfully over a Novell network and is also developed for Novell GroupWise email. Q. How much does CISS cost? The CISS pricing structure is based on a diminishing scale, meaning the more copies you buy, the less you pay per copy. You can find our latest pricing by clicking here. Q. I have downloaded CISS and installed it and it is asking me for a username and password?
There is an initial user set-up for you. You should have received an email containing the username and password when you first downloaded the program. You can contact support@auratech.com.au to get the username and password. Q. When I go to log on, it is asking me for a database and I can't find one when clicking on the browse button.
In versions prior to 3.0, the install option that you should choose for a stand-alone computer (single PC), such as you would when trialing it, is the "Custom" install. If you cannot find the database, then that simply means that you probably did a "Typical" install. Simply uninstall CISS and re-install it using the CUSTOM install and you should find the database when clicking on the browse button. Q. How do I know what version I am running?
You can find out exactly what version you are running by clicking on Help and then About on the menu bar at the top of the screen. Q. Is CISS for internal or external support?
CISS can be used for supporting either external clients or internal employees. CISS is even being used as a maintenance control system rather than as a help desk system. Q. I downloaded it awhile ago, but didn't get around to testing it straight away and now it tells me that it is EXPIRED?
Simply send an email to support@auratech.com.au including the 8-digit serial number from the registration form. We will generate an extension code for you so that you can trial the product for another 30 days. Q. If after the 30 days I decide to purchase CISS, how do I go about it?
You can either contact us for details or you can click here to find out how to order. You can also get an online quote at that link, by simply typing in the number of copies you want, it will calculate the total for you. Q. I am having trouble downloading your product to trial, is there any way I can get a copy to demo?
If you are having a problem downloading it from the web, you can order a CD copy sent to you. Click here to order a CISS CD sent to you via normal post. There is a small charge that covers postage and materials. Q. Once I have installed CISS, how do I go about setting it up for my business?
The first place to go is the Help. The Help is set out so that you can go about setting up CISS in a organised way. The Help is very detailed, however if you still have questions, then you can email Support at support@auratech.com.au with your questions. Q. Do I need someone to come out to install and set it up for me?
No. CISS has an easy installation program and setting it up is a breeze. CISS is shelf software and we can support you in setting it up but we do not do site visits at this point in time. Q. Is there any available training?
The system is so easy to use that you definitely won't require much training. Auratech does provide Training Videos (AVI files), which will walk you through setting up and getting familiar with the basic procedures. You can download the videos from http://www.auratech.com.au/cissvideos.htm Q. What if I can't find a report in the menu that meets my needs?
Auratech will happily develop any report for you, using Crystal Reports, for a negoiated nominal fee. If you have Crystal Reports, you can also connect to the database and develop your own reports. Q. What kind of database does CISS use?
CISS comes standard with an MS Access database, but if you have SQL Sever, it can easily migrate to an SQL Server database, either immediately or as the need arises. Q. Can multiple users connect to the one database, without pessimistic record locking?
Yes, the system has been created to allow multiple users to connect to a common database. Each user simple points to the database file (usually copied onto a shared directory on a server ). Q. Are the licences floating ie. dependent on the number of users connected, not on the actual machines>
As of CISS version 3.0, the licences are not floating and each PC that wants to connect to the database must have a licenced copy of the software installed on their PC.