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Incident Management

Automatically create, manage and bill for incidents

Many IT companies have a ticket system for tracking and managing support services requested by customers and issues reported by them.

To process a ticket, the support team requires a wide range of data (current status, service level agreements (SLAs), existing support and maintenance contracts) and needs to be able to communicate with customers easily. Sales expects information on the number and content of tickets for the various customers and a summary of work done for each contract. Accounting wants to be able to invoice automatically for billable services.

Our ERP system SITE makes all this possible with its ITIL-compliant incident management: an inbound e-mail can automatically be created as an incident (ticket) or be assigned to an existing incident.

SITE checks whether there are existing contracts or SLAs to be taken into account and displays their terms and conditions in the incident (see the boxes labeled "3" in Screenshot 1). Teams or individual employees are assigned or informed via workflow management (see boxes labeled "1"). A stopwatch functionality keeps track of handling time (see Box 2). And escalation management monitors the prompt processing of the incident.

Finally, SITE automatically invoices billable services for the incident at the touch of a button (see Screenshot 2).

Bottom line: Customers who use SITE’s incident management

  • can quickly create and process incidents and are always up-to-date about the status of any incident
  • save time by invoicing for billable services at the touch of a button
  • can monitor the productivity of their incident management using a wide range of controlling options

Interested in knowing more about incident management in SITE? Give us a call at (+49 89) 748-5140 or contact us by e-mail at easy(at)singhammer.com.

The new SITE Incident Management with e-mail integration requires SITE NAV 2013 R2.

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