Kontron TicketFlow & TicketFlow Modeller

Kontron TicketFlow & TicketFlow Modeller Solution

Kontron TicketFlow & TicketFlow Modeller Visualisation — Graphical visualization of the incident workflow, showing ticket states and transitions in the TicketFlow Modeler.

Kontron TicketFlow & TicketFlow Modeller Incident Process — Configuration view of the Incident TicketStatusset with ticket fields, SLA parameters, and defined actions.

Kontron TicketFlow & TicketFlow Modeller Status Selection — Status selection dialog with predefined and custom incident statuses for workflow configuration.

Overview

As a full-service IT provider, Kontron places the perfect customer experience at the center of its activities. To ensure consistently high quality in the ITSM/ESM sector, Kontron has extended the functionality of the USU service solution with specific features.

To optimize processes in IT ticket management, Kontron offers the tool “TicketFlow”. With this ITIL-compliant solution, ticket workflows can be controlled more effectively, allowing the design of a user-friendly and efficient IT ticket management system. TicketFlow is conceived as a simple “no-code” extension, with which even highly complex incident, problem, change, and request processes can be modeled.

TicketFlow is supplemented by the “TicketFlow Modeller”, which enables an intuitive and visual design of workflows via drag & drop in the web browser. This guarantees a clear overview even of complex processes.

Functions at a glance:

Simple definition of ticket processes in the web frontend, without complex rich-client installations, restarts, or elaborate customizing.
Flexible use of different ticket processes adapted to specific services.
Integrated SLA measurement (start, stop, pause).
Definition of both ad-hoc and predefined activities per status.
Central control of all ticket actions via a single button.
Contextual display of permitted actions, reducing error sources and ensuring efficient workflows.
Automatic ticket routing based on competencies or defined rules.
Graphical representation of workflows for full transparency (enhanced with the Modeller).

Benefits

Fast adaptation without IT effort:

Enables rapid process adjustments without developer involvement thanks to intuitive configuration directly in the web client.

Maximum process flexibility:

Provides maximum flexibility through the use of different ticket processes for specific service requirements.

SLA compliance always ensured:

Prevents SLA violations through integrated time monitoring with start, stop, and pause checkbox logic.

Visual workflow modeling:

Simplifies complex workflows through visual drag & drop modeling in the Ticket Flow Modeller – entirely without tables.

Error-free operation within the process:

Reduces operating errors through central control of all ticket actions and context-dependent display of permitted options.

Efficient ticket distribution:

Optimizes assignment through automatic routing of tickets based on competencies and defined rules.

Integration

Kontron TicketFlow offers a powerful and seamless connection with USU Service Management.
As a no-code extension, it enables the modeling of incident, problem, change, and request processes of any complexity.

Kontron AG

Kontron Services, part of the technology group Kontron AG, is one of Austria’s leading IT service providers. As an independent system house, Kontron offers a comprehensive one-stop IT service portfolio including IT consulting, data center operations, workplace and POS management. In addition, Kontron provides SAP operations, digital signage solutions, IT product procurement & integration, enterprise service management and document management software solutions, as well as custom software development.