TietoEnator and Telecom have launched a Web-based NetSupport system. Telecom offers this system as a service to its customers, and the service is centered around a database where service requests related to an existing project or maintenance contract are stored.
All interfaces to the service are Web-based, and can thus be reached where and when ever there is an Internet connection. A user authentication is provided and the service requests can be commented, prioritized, attached to specific application versions and directed to named people. Any changes in the status of a request trigger an email to the people concerned.
The system also contains the contact data to people in the project and steering groups. All protocols of project meetings and other relevant documents are linked to the system, allowing people to have web access to the originals. Access can also be limited to certain groups of people.The system is implemented in an Oracle database and runs in Unix environment.