Aegis Add-On Modules

Aegis Add-On Modules provide extensions for specialized capabilities and functionality to Aegis Service Desk, Aegis Help Desk and Aegis Defect Tracking products.

Active Directory

The Active Directory add-on module uses the LDAP protocol to integrate with the Microsoft Active Directory. It synchronizes network user details with the client and user records of Aegis. It will mirror any of the following changes made to Active Directory.

Add new clients and users in Aegis.
Updates to existing clients and users.
Delete clients and users that are no longer in the Active Directory.

The Active Directory integration is also tightly linked with role based security profiles, such that any new Active Directory members can automatically be assigned security profiles with minimal administration overhead. This reduces maintenance costs, data duplication and improves the accuracy and efficiency of your Aegis administration.

Dashboard

When you need to provide a dashboard – one that is easy to create, personalize and works with a range of different database engines, look no further than the Aegis Dashboard Add-On. Aegis Dashboard is an easy to use, elegantly designed and interactive data visualization dashboard that helps you deliver solutions that allow enterprises to compare and explore business trends using visualized performance indicators.

Create professional dashboards without writing a single line of code. The Dashboard Designer provides an intuitive User Interface that facilitates data binding, shaping, and layout design. Most of these usually tedious tasks have now been made as simple as ‘drag-and-drop’.

Database Monitor

The Database Monitor add-on module enables you to monitor an incident database for new incidents, closed incidents and responses in the last N minutes. You can also notify selected users when the number of new incidents added, closed or number of responses is more than a specified number in the last N minutes.

E-mail Server

The E-mail Server add-on module enables users and clients to log calls via e-mail. You can define different templates to use for different clients and users. You can also include attachments when logging a call via the e-mail server. Templates are used for processing the e-mail message.
You can define the following in the template:

The Template Name is the Subject in the e-mail. The e-mail server add-on will use the Subject from the e-mail to retrieve the template details for processing the e-mail message body. You can also use partial matching.
The field identifier and terminating characters. This allows the e-mail server to parse the message body and retrieve the appropriate field values.
Send an acknowledgement to the person who logs the problem. You can merge fields from the incident record in the acknowledgment. This allows you to inform the user/client of the Reference # for the new incident created.

Using the templates, you can also accept a form from your web site and create an incident record in the database. For example, if you have a support page (form) on your web site, when the user clicks on the Submit or Send button, you can send the form to the e-mail address monitored by the e-mail server. The e-mail server will then use the appropriate template to parse the form and create the incident record, then send an acknowledgment to the user.

Escalation

The Escalation add-on module provides the capability to escalate an incident if it is not closed, or if the last response has exceeded a specified interval. It can also escalate incidents based on SLA definitions. Escalation can be system wide, specific to each client or each incident.

When incidents are escalated, you can also define which fields are to be updated and notify users and clients.

Live Charts

The Live Charts add-on module allows you to view charts in real time. You can define any charts to view and how often to switch and refresh the charts.

Report Scheduler

The Report Scheduler add-on module enables you to run reports at a given time and interval. You can send the report to a printer, file or e-mail it to a user. This can be very useful if you want reports such as status reports or work items in progress e-mailed to you automatically on a weekly or monthly basis. The reports are e-mailed to a user or sent to a file or printer. Other users can also access the reports generated by the report scheduler if they have the appropriate security. The reports can also be accessed from the web.

System Alerts

The System Alerts add-on module enables you to notify users or external clients based on filters. You can merge fields from the records to create a custom message showing the exact details from the record that is required.

Here is just a small sample of what you can do with the system alerts add-on:

Define a filter to select all client products where the Maintenance End date is equal to or earlier than today. Notify the client who owns the product via e-mail. You can create custom message and merge fields from the product record. This allows you to e-mail the product description, the Maintenance End date, and the cost of renewing the maintenance contract.
Notify the sales manager of all quotations and/or invoices sent out today. You can merge fields from the quotation and invoice records to show the client and the total quotation or invoice amount.
Notify the project leader of all scheduled tasks for all incidents. You can define the filter to select the task for a given incident only (E.g. for a project or product type or for a given client).
Notify the manager of all assets due for service or all assets currently in service.
Notify the project leader of all time and cost estimates to fix an incident.
Notify yourself of upcoming meetings or product presentations with clients.
Notify a manager if a negative feedback is received from a client.
Notify sales manager of sales opportunities, the potential client and the potential sale amount.
Notify clients of any special offers for a given month.

Tasks Scheduler

The Tasks Scheduler add-on module allows you to create recurring incidents. You can define how the incidents are to be created using templates.

Workstation Audit

The Workstation Audit add-on module enables you to audit workstations. All information found will be created as asset components for the asset designated as ‘Use for Workstation Audit’.

The following are the features that are available for workstation audit:

Scan for workstation hardware.
Scan for operating system version.
Scan for system configuration information, services, ODBC drivers.
Scan for authorized and unauthorized software.
Scan for unknown files.
View a list of all authorized and unauthorized software. For unauthorized software, you can also notify the user via e-mail to inform them that the software should be removed.
View audit statistics, for example: how many workstations are running Windows 2000 or Windows NT, how many workstations are Pentium PCs, percentage of authorized and unauthorized software.