Enterprise Queue Management Extended

Description

This ITSM add-on supplements the EQM queues with the functionalities required in everyday service desk work.

The following functionalities are included in the standard:  

• “Only” one default sender email address for the service desk and all EQM queues.
• “Only” one user role per EQM queue
• “Only” one category per EQM queue
• No management of knowledge base articles
• No filtering in the wizards, such as when forwarding tickets

Added value through advanced features:
• Different sender email addresses for all queues and different ticket types (tasks, tickets, incidents, service requests, changes, issues)
• Arbitrary user roles per EQM queue
• Management and integration of knowledge base articles per queue in the EQM area
• Filtering possibility on user roles and persons from queues
• Improved collaboration within departments by configuring multiple team roles

Technical requirements:
• Matrix42 Enterprise ServiceManagement
(the versions supported in the standard)