PhaseWare Event Engine is a powerful business rules engine for complex service and support delivery environments. Event Engine will automatically initiate actions based on customized thresholds and predefined business rules.
Email Integration and Support Administration Send notifications automatically to the customer and the person assigned the case Enforce Service Level Agreements Decrease or eliminate violations Eradicate Poor Practices Automate process steps to remove variability in workflow. Reduce Cycle Time Keep tabs on ticket aging and customer communication Run and Receive Emailed Reports Automatically No need to print and distribute reports
Automated escalation of high-priority incidents Automated management of trouble ticket procedures Automated creation, update, and closure of issues Automated notification (alert) for impending SLA violation Automated report generation for problem ticket activities