c.Support is a product used by UNCSN to perform help desk or customer service functions such as entering customer information, creating and managing incident tickets and tasks, entering assets, products, and service items, so that you can associate them with tickets, and generate surveys to send to customers. c.Support facilitates collaboration and communication between all departments within our organization. The newest version of c.Support v8.5 will be rolled out to UNCSN and their campus users on May 17, 2002. Demonstration classes are now in progress. 

This new version contains many new features; you can: 

• Portal to all c.Support databases, launch external applications, access web sites, view headlines, and create and view mail from your Lotus Notes account. It is completely customizable. 

• Create child incidents, which contain all of the same fields as a regular incident ticket, but are associated as a response to a parent incident or another child incident. Child incidents inherit the customer and asset information, classification, and custom fields from the parent incident by default but can be changed. All existing ticket functionality applies to child incidents. 

• Set up incident templates for issues that occur frequently or tasks done repetitively. Child incident templates can be included. Incident templates are enhancement to the current Quick Call and Customer Service Action features. 

• Use the c.Support Export Utility to export data from all tickets, closed tickets, open tickets, or a specified view in the Incident Management database. 

• Use the new Advanced tab on the Incident Management Configuration screen to set options for ticket locking and delaying functions for performance reasons.

c. Support is a product of GWI Software.