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New Support Ticket Tracking System - PMS SoftwareJune 25, 2009 RDP Support has now fully implemented a new support ticket tracking system. This system replaces the original internal system which utilized a modified version of the RDP-DOS product. The main reason for this change is so that RDP support and R&D are PCI compliant. The new system, called OnTime, is made by AxoSoft and is specific to support organizations. The OnTime system includes the ability to take the e-mails from support@resortdata.com and make them tickets automatically and take any responses to the e-mails and save them with the original ticket. There is also a new Web Portal which allows tickets to be added, modified and viewed. The Portal also includes the ability to add a feature to the "wish list". Internally, the OnTime system allows tickets, features and defects all to be linked and tracked together with the customer account. This allows better tracking for these items and communication between sales, support and R&D. The next change for RDP to complete the PCI compliancy internally is to safeguard updates by adding a login page and password protecting the updates on the download page. This change will be coming very soon. |
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