Kognitio's Issue Tracking Environment (KITE)
The ability
to track and resolve issues in a timely manner is vital
to client confidence and ultimate success of complex
projects and managed service contracts. KITE addresses
this area with powerful issue and information management
facilities delivered through a simple web browser interface. | |
Kognitio's Issue Tracking
Environment (KITE) provides an inexpensive Web based tracking tool
for project issues and document control. Kognitio hosts KITE systems
where clients have full issue and document access in a secure manner
via the Internet (using their standard Internet browsing facilities).
KITE is particularly appropriate for projects where multiple companies
are involved.
KITE uses Microsoft’s .NET technology, is powered by Microsoft’s
IIS and can use a wide range of RDBMS products (including Oracle,
SQL Server and Microsoft Access). When access is via the Internet the HTTPS
protocol is used to maintain security.
KITE systems can be hosted by Kognitio as a Managed Service or
installed on the client site.
Issues and Tasks
KITE allows issues to be raised, updated and monitored. Multiple
tasks can be assigned to an issue to ensure its resolution.
As updates occur, an issue’s status is altered, actions
and attachments are added to provide a full history of the issue.
KITE is closely integrated with email and sends notification
emails when issues are created or updated.
Custom Fields
Though KITE’s standard fields cope with most requirements custom
fields can be added for particular projects (or KITE ‘Services’).
Escalations and SLAs
KITE provides extensive escalation and SLA tracking and notification
facilities. Each KITE ‘Service’ can be configured to
track resolution time against defined SLA's. In this way fully
flexible Escalations and SLAs can be applied, notified and reported
upon.
User Access
KITE provides its own extensive user and user group facilities.
In a corporate LAN environment (i.e. not via the Internet) this
can be integrated with user’s standard login. Full control over
access rights of individual users is provided.
Audit History
KITE maintains a full audit history of all changes
including those made to the system configuration.
Reporting
KITE provides extensive reports ranging from a detailed
level to top-level management summaries.
These reports can be viewed on line or exported to Excel (as shown
in the following example).
Documents Control
In addition to issue management KITE provides powerful and
user-friendly document control features. In an “Explorer” type
environment, document filing can be structured to match project needs,
and through KITE’s Web interface, all authorised users can
access the interface across many sites.
Documents of any type (Spreadsheets, Presentations and Word or PDF
documents for example) can be stored. Once accessed the documents
will be opened in the appropriate application locally on the user’s
workstation.
Version control is applied to the documents with previous versions
being retained as updates occur.
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