CaseSentry's Workflow Automation capability consists of a series of functions, applications and actions that serve to increase workgroup productivity and systems availability, improve service responsiveness, and streamline business workflows. CaseSentry's ability to initiate and manage automated business processes using advanced workflow and decision logic is extended to such applications as Online Service Requests, Change Management and Version Control. Applications are highly configurable, allowing you to map the applications to your existing processes or create new ones. By providing this capability within a consolidated platform that is being continually accessed by the workgroup — and by automating many steps in the workflow — support organizations achieve compliance on their service goals and initiatives.

CaseSentry's Workflow Automation module consists of a series of functions, applications and actions that serve to increase workgroup productivity and availability, and provide higher levels of service to your demanding user community. From its inception, CaseSentry's automation of root-cause determination and trouble ticketing dramatically reduced the time that support groups spend on troubleshooting and isolating issues. Now, CaseSentry's ability to initiate and manage automated business processes using advanced workflow and decision logic is being applied to other critical support processes.

Workflow applications, such as Change Management and Online Service Requests, can be deployed to streamline how processes are handled and managed within your support environment. Change request and service request process is highly configurable, allowing you to map the applications to your existing policies or create new ones. Requests open CaseSentry cases that have specialized functions to manage the process within the context of a case, and enable their handling as part of a consolidated service enablement and support process.

Other applications, such as CaseSentry Version Control, provide easy and effective mechanisms to help support organizations maintain high service levels within the environment they support. Ensuring that vital configuration files are backed up is often an expectation that goes overlooked by busy support groups. By applying automated capabilities within CaseSentry, support optimization and policy compliance is accomplished through a single consolidated platform, and organizations realize continual service level improvements. In an approach unique to CaseSentry, not only does the application contain and initiate automated workflows and tasks, it also continually monitors the steps for success and failure. If any automated workflow is not successful, that condition along with complete detail is reported to staff members through CaseSentry AutoCases.

From the simple restart of a system service, to complete process automation, CaseSentry's capabilities can be modeled to automate a wealth of standardized or customized support demands.

Workflow Automation Applications

• Case Management (Integrated)
• Change Management
• Support Web Portal
• Service Request
• Version Control
• Circuit Management
• Carrier-class Call Detail Recording (CDR) Processing & Reporting