Request management

eTask-it provides a fully customizable workflow designer that can support any type of request process that a company may have during a service delivery. Requests can be generated either by the customers (via the Customer Portal) or by the service team itself.

Requests can be linked to tasks and deliverables in the execution of a project. Request formats can be customized to the specific needs of the process being supported.

Unlike most other PSA software, the time-management system recognizes both time spent on completion of tasks and time spent in managing requests on the same timesheet.

Every request generates a unique case number that joins a queue of pending cases and a flexible request-allocation engine allows different rules to allocate requests, to allow for maximum efficiency.

Typical request management processes include:

• Change management
• Issue management
• Bug resolution management
• Requirement change management
• Support process management