Specifications include, but are not limited to: The system shall have a help desk module which includes full ticketing functionality that collects and tracks all customer support interactions, including ticket workflows, approvals, and customizable fields to collect all needed data for IT support. 2 The system shall have an administrator dashboard. 3 The system shall have automatic email-to-ticket conversion. 4 The ticketing system shall be able to import data from CSV files. 5 The system shall be able to conduct user surveys. 6 The system shall allow multi-site support with the ability to segregate end users based on sites and associate unique custom ticket workflows based on these sites. 7 The system shall have remote desktop sharing capabilities. 8 The system shall have the following basic reporting capabilities: • Out-of-the-Box Reports • Custom Reports • Query Builder • Scheduled Reports • Export to CSV, XLS, and PDF files. 9 The system shall have capability to manage and measure against a Service Level Agreement/Service Level Objectives. 10 The system shall have the ability to set priority and impact matrixes for incidents, problems, and change requests. 11 The system shall have agent-based scanning to obtain information off all end points (e.g., desktops, laptops, servers) including installed software, hardware, and connected devices.
