Remedy is offering its new Helpdesk Express product to small companies for free to make it more attractive to this fast-growing sector.
The product, which only runs under Windows NT, is downloadable from the helpdesk supplier?s Web site at www.remedy.com/express, but has a three user and 2,000 document ceiling built in. To upgrade, customers need to buy a software unlock key for the standard licence fee.
The supplier announced at the same time that it had upgraded its Action Request System (ARS) architecture, on which its application suite runs. Version 3.2 includes workflow capabilities, multiprocessing support for improved application performance and firewall support to ensure better network security for organisations with multiple sites.
Version 3.0 of its Helpdesk application now also includes a subset of the functionality of Remedy?s asset inventory and change management packages.
Karen Aumon, Remedy?s product manager for applications, explained: ?When implementing our applications, customers tend to roll out HelpDesk first, followed by asset inventory and change management. These are cross departmental packages and bring in other issues such as finance, so it takes longer to roll them out. But, HelpDesk still needs the information to make problem resolution quicker, so we decided to offer scaled-back functionality within it.?
The company has also come out with a new package, Remedy Service Level Agreement (SLA), which enables users to input SLA information into the system regarding their customers, so they can deal with them appropriately when problems arise. The application costs $12,500 per 5 user licence.
All products are available from today.
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