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ActiveLog
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ActiveLog™ help desk customer support system uses the same code base as that of Bugzero software.
It tracks customer concerns and issues including customer requests,
problems, incidents, and trouble tickets.
ActiveLog is designed in such a way that the projects in the
system can be completely independent. For example, a user who is using
ActiveLog on a help desk customer support project can be made completely unaware
that there is a software bug tracking project on the same system.
On the ther hand, two projects can be linked together. For example, a customer
support project can be linked to a bug tracking project, and/or a customer
contacts project.
ActiveLog is a simple, yet flexible issue tracking system that can be configured
to fit your needs and behaves the way you like it to be.
With the easy-to-use web interface, you can configure two projects,
help desk customer support and software bug tracking,
with completely different contents,
to be used by two different groups of people.
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ActiveLog is particularly a good fit if you let your customer to send email for
tech support. Bugzero can intercept and parse the email, save it into the database
and then automatically notify one of your company representatives. Your company
representative can then reply by email or through the ActiveLog web interface. The entire
communication history will be kept in the database.
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Features
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- Standard technologies, web-based,
lightweight, feature-rich, robust, fast, reliable, and exceptional usability
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Cross platforms, single one code base written in Java™ and J2EE™,
truely run anywhere and everywhere
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Cross database systems,
based on standard SQL 92, fully open, scalable, and modular database schema
- No client software, no firewall issues, and
accessible from anywhere on the internet through HTTP, HTTPS, or SMTP
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- Support both web interface and
email interface (particularly for customer support), for internal and external users
- Support custom fields of data types including datetime, number, URL, and link ID.
Fields can be added or removed anytime.
- Flexible workflow to fit your unique process, completely configurable and customizable
per project.
- Works in any languages (UTF-8)
including Chinese, Japanese, and Korean.
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- Customizable page layout, your own company logo, and look and feel
- Support multiple projects, configurable access control, and self registration
- Configurable advanced group and field level
access control model (security)
- Configurable automatic and manual bug-assignment
- File attachment (can attach multiple files and any kinds of files at once)
- Support direct screen capture for attachment (available as add-on)
- Email notification and cc mail (per project, template based)
- Configurable email notification triggers or listeners (per project, per user)
- Metrics reports, advanced search, and re-usable stored queries
- Calendar date selection
- Comprehensive readable audit trail (change history)
- Quick sorting and CSV file export supporting Asian languages in Unicode
- Public projects and self registration for open source projects
- Support LDAP/Active Directory user authentication (available as add-on)
- Custom email reminder and escalation (available as add-on)
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Easy install (server side only) and minimal maintenance needed
- Easy to use web-based system administration (no learning curve)
- Exceptional remote trouble shooting and debugging capabilities
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Help desk customer support
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System Requirement
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| Server Hardware | PC (CPU 500MHz/256MB RAM/20GB HD), Mac, Sun, or IBM Servers ... |
| Server OS | Windows, Unix, Linux, or Mac OS ... |
| Server Database | Oracle, DB2, SQL Server, Sybase, MySQL, PosgreSQL, or Access ... |
| Server Software | Java 1.3+ and a Java™ application server such as Tomcat, WebLogic, WebSphere ... |
| Client Software | MSIE, Mozilla, FireFox, Opera, or Netscape ... |
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A customer said well:
.... is a nearly perfect environment for us,
allowing us to handle customer email through a unified interface,
assigning support requests to different people without "losing"
any information about the customers' situation. The customer interface is just normal email--
no need for them to learn any web-based system-- and our interface is a slick and nicely
customizable web interface. Great program!
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