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Atlas
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Single web page summary
The full lifecycle of an incident, from when it was raised to when it was closed, is stored by Atlas and is viewable from one web page. A permanent record exists for each incident, past and present, providing a concrete trace of who did what and when. Atlas is a browser-based web application that doesn't require any download.
Email notifications
The notification engine allows users to receive email notifications when incidents are raised. Users can configure their notification settings to trigger emails based on incident actions (new incidents or edited incidents) and incident criteria (raised by specified user, particular project, status, etc).
Easy and secure management
New users and projects can be added to Atlas with only a few clicks. Once users log in, they will only see projects and incidents they have security access to view. Because of this security, Atlas is a great solution for managing incidents from multiple departments or clients.
Search and filter
Finding specific incidents is simple with Atlas! It boasts an easy-to-use filtering system to quickly show subsets of issues. Users can filter by ID, client, project, incident status, incident category, date received and more.
Reporting
Get real-time reports to easily review and manage your operations. Whether you use the Atlas reporting option or an external reporting tool, information is available to track the amount of time spent by incident, client, project, user and more. Use the reports to measure against targets, agreed SLAs or Support Contracts.
Knowledge base
When used as an incident and resolution system, Atlas becomes an information repository for fixes. The searchable history of resolutions provides a knowledge base for users to self service their problems and for support teams to find previous fixes.