ITIL® Incident Management

NeuQs Help Desk software for Incident Management

The Help Desk is the central hub and single point of contact for users of IT services. Without reliable help desk software however, help desk staff have to make do without adequate systems to record, track and report on user requests for support.

NeuQs is help desk software that supports your help desk team manage incidents more efficiently and effectively by providing the means to record, track and report on help desk requests. Furthermore it is completely free and satisfies many of the criteria for best practice in incident management defined by ITIL®. It is written in Microsoft Silverlight so it runs in your web browser. For those companies that prefer to use Cloud/SaaS based technologies it is possible to pay by user, per month, for NeuQs in the Cloud. Once installed you can adjust and configure the software via a web interface.

NeuQs offers everything you need to build an ITIL® compliant Help Desk for Incident Management in your organisation. NeuQs can receive requests by email or via a web interface. Using the web interface, you can search for, prioritize, assign, escalate, and close the incidents.

  • Incident Identification

    NeuQs can receive requests by email or via a web interface. User Level Access controls allows users to raise and review their own incidents, or administer incidents for a (local) group of users.

  • Unique Reference

    NeuQs automatically allocates a unique reference number to each new incident as soon as it is reported and the user requesting support will automatically receive acknowledgement by return email (where so configured).

  • Date and Time

    Each incident recorded is marked with a date and time; as are all subsequent updates to the incident.

  • Source of the Incident

    NeuQs includes standard fields to show the source of each incident, as well as additional configurable fields where required. Each incident can be clearly identified by source, be that the originating user, department and site or automated fault logging source.

  • Contact Details

    The contact details for each user can be retrieved easily, as well as indicating the users preferred contact method.

  • Incident Symptoms

    NeuQs allows symptoms to be recorded as free text, or within configurable fields; which can be defined for specific types of incident.

  • Incident Status

    NeuQs show the current incident status as well as a status specific to each type of update recorded. In each case the status description and number of states allowed is fully configurable.

  • Incident Categorization

    NeuQs allows incidents to be categorised with unlimited user definable fields and look-up values.

  • Incident Priority

    NeuQs provides a means for defining service levels and targets for the incidents based on the source of the incident and a general priority classification. Throughout the life of the incident a target resolution date is calculated to ensure the service levels and targets are not breached. Where required, NeuQs allows user definable rules to override the base resolution date calculation. As appropriate an incident can be marked as falling outside of SLA for reporting purposes.

  • Incident Assignment

    Configurable rules within NeuQs allow for the automatic assignment to help desk staff. NeuQs also allows for “cover” to be defined, so in the event that the assignee is absent new incidents and updates are routed to the covering help desk staff member.

  • Incident Diagnosis Details

    NeuQs allows symptoms to be recorded as free text, or within configurable fields; which can be defined for specific types of incident.

  • Incident Hierarchic Escalation

    Colour coding is used in NeuQs to indicate incidents approaching or in breach of service level targets. Where required the priority of incidents can be adjusted to raise it’s priority in relation to other incidents. It is also possible to set manual “action” dates against individual incidents.

  • Incident Resolution

    NeuQs provides configurable fields for categorising incident resolution as well as free text for longer descriptions. As with any other incident update, resolution updates are date and time stamped.

  • Incident Resolution Updates

    NeuQs allows rules to be defined to control allow incidents with resolutions can be updated.

  • Incident Closure

    NeuQs provides configurable fields for categorising incident closure as well as free text for longer descriptions. As with any other incident update, closure updates are date and time stamped.

  • Management Reports

    NeuQs utilised Microsoft SQL Server Express as its underpinning database; any number of reports can be generated from the rich data captured.

  • Audit Trail

    NeuQs provides a comprehensive audit trail for each incident recorded including the user, date and time of every incident update.