Indeed. tussom offers quite flexible way to configure parallel workflows. One can also set the next Stage the workflow should navigate based on the criteria.

For example, when a workflow gets triggered, it checks relevant Category and then the criteria. Based on the criteria that the ticket meets, it navigates to a specific Stage. If no criteria is provided, it will execute the first Stage. Once the Stage workflow is executed, SuperAdmin can configure criteria, based on where the workflow should navigate.

It has very simple screens so that even non-technical people can learn to define workflows with little handholding.

Absolutely. tussom lets SuperAdmin to add, modify and delete templates. One can visit the Ticket Template screen and perform these actions to add, update and delete templates.

tussom Template features supports all the following ITSM processes - Incident, Problem, Service Request and Change Management.

In addition to that if few templates need to be created for other modules like MRQ, MIT or other Ticket Types, the SuperAdmin can do so using the same Ticket Template configuration screen, depending on the modules that have been configured and roles/permissions configured.

Yes, after chatting, when the user closes the chat window, a popup with following options is displayed -

• Create a ticket
  
• Update a ticket (with tickets belonging to the end user)
  
• Send an email
  

tussom Asset Management has several attributes to distinguish the assets. It has Asset Type, Asset Subtype, Asset Category etc. While creating asset record, one can set the Category to which it belongs to. Later, if required, the Category can be updated to a different one, based on business requirements.

When agent based discovery is opted, an agent is installed in asset that needs to be discovered. A frequency is set to understand how frequently that asset needs to be send updates to tussom Asset Discovery server.

The agents to be installed are available for AIX, Linux, OSX, Windows, ESXI, Solaris and HPUX Operating Systems. The agents can be downloaded from the following directory https://support.tussom.com/tussomDiscovery

The uniqueness of workstations or any assets is identified using Management IP Address. This is the field that is retained as unique and is considered during discovery.

Ports 22 and 161 need to be opened up for the assets that need to be discovered by tussom Discovery tool. Ensure that it has respective protocol like SNMP enabled and properly configured. If it is SSH, port 22 needs to be opened and access should be provided appropriately.

tussom offers following approaches to discover or scan assets - 

• SNMP
  
• SSH
  
• WMI
  

One can navigate to Service Config Management->CI Request Overview. All the requests used to create, modify or remove the CIs will be displayed here.