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ASTRES is developped by the french civil aviation since 2003 and is in fact an intranet to manage many tasks of the helpdesk : * to treat tickets of customers thanks to a workflow and, possibly, a sub decomposition (tree-view) of the first ticket in reformulated new sub-tickets (ITIL). The customer and the supporter affected to the ticket can discuss thanks to the "dialog". There is an internal dialog between the supporter of the first ticket and the other supporters of the sub-tickets * to index documents, media, material * to manage the planning, internal actions between members of the support, weekly activity reporting (text) of each member, projects thanks to a synthesis form to sum up the progress of a project * to generate statistics in tables or graphics about customers tickets, documents There is a search engine to search a wiki based on MediaWiki, a system of plugins and it's possible to add custom fields on the tickets (like Mantis).

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Filed in:
Scripts / PHP / Scripts & Programs / Customer Support / Help Desk
Submitted on:
Last Updated:
Mar 2, 2009 
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