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B24 <br />O <br />Ability to create appropriate tasks <br />MiTECH will ensure that manual task <br />associated with ticket <br />creation Is available to ticket owners. <br />B25 <br />0 <br />Ability to assemble related <br />The ability to assemble related tasks is <br />packages of tasks based on <br />completed in the service request <br />service catalog item (e.g., New <br />configuration. MiTECH will configure the <br />employee set up) <br />OOTB task creation capabilities. MiTECH <br />will train/mentor the City staff on how to <br />implement additional task packaqes. <br />B26 <br />C <br />Ability to indicate billing codes and <br />Billing codes are not included in the OOTB <br />customer approval for billable work <br />configuration and would need to be added. <br />OOTB approval process doesn't allow for <br />customer approvals, custom configuration <br />would be needed. MITECH will configure <br />billing codes and customer approvals for <br />billable work. <br />B27 <br />O <br />Notification and escalation in the <br />MiTECH will enable the OOTB <br />case of delays in ticket processing <br />notifications and escalation functionality. <br />MITECH will train/mentor the City staff on <br />and guide the City staff in creation of new <br />notifications if they are required. <br />B28 <br />O <br />Ability for technical staff to update <br />MITECH will enable and configure email <br />ticket via email or mobile device <br />rules to allow City technical staff to update <br />ticket via email or mobile device. <br />B29 <br />O <br />Ability to link and/or attach files to a <br />MiTECH will enable the able the ability to <br />ticket <br />link and/or attach files to tickets. <br />B30 <br />O <br />Ability to search knowledge base <br />Cherwell ITSM utilizes the Knowledge <br />from the incident for relevant <br />Management module to support user's <br />articles <br />ability to search and view relevant articles <br />from the incident module. MITECH is <br />configuring the Knowledge Management <br />module as part of this implementation, <br />B31 <br />O <br />Ability to link multiple incidents to <br />MITECH will configure OOTB ability to link <br />each other and/or to a problem and <br />multiple incidents to each other and/or <br />automatically update <br />problems. Basic status auto updating will <br />all of them when status changes <br />be configured. <br />B32 <br />0 <br />Ability to link tickets to change <br />NIiTECH will configure OOTB ability to link <br />reguests <br />tickets to chan erequests. <br />ei Migration Technologies, Inc. Copvriqht © 2016, all rights reserved Page 10 of 29 <br />25A-28 <br />