NetResults Delivers New ProblemTracker, and Help Desk and Support Options
by Anonymous

Palo Alto, CA October 29, 2003-- NetResults Corporation announced today the immediate availability of ProblemTracker Version 5.5, and automated self-service Support and Help Desk add-on options for this leading issue tracking software.

ProblemTracker 5.5 improves on features of the previous version, including additional reports and metrics on the user Home page. It also added the AutoReport feature that automatically reports user computer configuration information when the user submits an issue to ProblemTracker. This makes it possible to automatically collect computer system information (that are usually vital in analyzing the issue) from non-technical users. In addition, ProblemTracker 5.5 offers several new add-on options for support, help desk, and integration:

·          Knowledge Base -- You can create searchable knowledge bases of articles about known issues, frequently asked questions, tech notes, etc. The full set of ProblemTracker workflow features can be used with your knowledge base development so that that your process of creating, reviewing, and updating knowledge base articles can be automated and enforced by ProblemTracker.

·          Submit via Email -- Your support customers can submit issues to ProblemTracker by sending email in case your Web server is not accessible to your customers or if they are more accustomed to using email for reporting issues.

·          Open API -- You can integrate your applications to ProblemTracker and submit issues to it directly from your applications, using the Open API based on Simple Object Access Protocol (SOAP) and XML technologies.

These new support and help desk add-ons, and integration through the Open API, enable users of ProblemTracker to further Improve productivity and achieve higher ROI enterprise-wide.

More information about ProblemTracker, including a demonstration version, can be found at http://www.ProblemTracker.com.

About ProblemTracker

ProblemTracker is a Web-based collaboration tool that helps companies keep track of issues and automatically manage them to resolution. Its applications include bug, defect, and issue tracking (http://www.problemtracker.com/); workflow management; help desk (http://www.problemtracker.com/pt_app_helpdesk.html); and self-service automated support (http://www.problemtracker.com/pt_app_support.html).





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