Tenrox
Incident Management
Graphical workflow platform to track incidents, bugs, and issues

Business Challenge

• Incident and issue tracking is a disconnected, email or spreadsheet-based process
• Organizations spend fortunes developing in-house or point solutions to automate incident, issue, and bug tracking and to link disconnected information systems

Tenrox Incident Management Solution

Tenrox Incident Management is a 100% Web-based incident and issue tracking solution. This software solution allows you to visually define, control and track the flow of an action item, incident, issue, defect, problem, bug or task. It is the only incident management tool that is tightly integrated with a complete and powerful time, expense and billing management system.

Benefits

• Centralizes, automates, and streamlines incident, issue or bug tracking
• Enforces accountability and ownership
• Provides instant access to work and project status to minimize surprises and risks
• Expected hours gained in productivity and reduced administrative overhead is 2 hours/week per resource 

Highlights

• Tracks incidents, bugs or issues from creation to resolution 
• Configurable workflow-based, alternate, multiple, and client approval policies
• User-defined entry forms, fields, alerts, and notifications
• Configure entry pages to include information relevant to your specific procedures and requirements
• Attach notes, documents, and links to most items in the system 
• Detailed audit trail of all system access and activity 
• Powerful and highly configurable role-based security system 
• Support for operating system authentication or Tenrox managed user/password data and password policy 
• Tenrox software development kit (SDK) and documented data model can be used for customizations and enhancements
• Fully integrated with powerful time and expense modules (optional)
• Supports royalty free MSDE, Microsoft SQL Server, Oracle, and IBM DB2 databases

Business Process Tracking

• Define and track work processes based on organization breakdown structure (OBS) and work breakdown structure (WBS) 
• Graphical workflow interface to design and configure business processes
• Role-based views including work list, entry and administrator views
• Define automatic work assignment rules for every business process
• Create sub-processes to manage sequential or parallel assignments, approvals and tasks that are inherent in more intricate business processes
• Pre/post process actions are used to link multiple workflows and support branch off and escalation

Work Processes

• Specify incident, bug, or issue entry policy
• Configurable entry pages; add as many user-defined fields as required
• Specify which systems and user defined fields to display per business process; also specify position and size of each field in list and edit pages
• Add date-based notes, attach documents and files, or URL links
• Specify user defined notifications and pre/post process triggered actions on a per state and transition basis
• Notification messages can be customized including user-typed information and a simple macro language to extract and present captured work process data 
• Queries:
  • Search and filter issues by: type, state, assigned user, project, originator, creator, and more
  • Match text with summary, description and other text fields 
  • Sort by tracking number, priority, state, modification date and more 
  • Save queries as public or private 

Workflow Templates Included

Document Central

Tenrox provides a powerful, yet intuitive document management facility. Documents or links can be associated to any organization, work or entry item and to all tasks, requests, incidents, and other work processes managed by the Tenrox business process framework. The software includes detailed auditing to track all document related activities, extensive search, and filtering capabilities.

Home Views and Digital Dashboards

One of the most notable features of the Tenrox solution is its capability to quickly configure home views and dashboards to display summarized information required for every user role.

Home views allow users to:

• Obtain instant status of incidents, bugs or issues
• Graphically analyze a team’s and project’s current status
• Provide fast access to common features and functions used on a daily basis

Tenrox role-based security system allows the administrator to define and configure role-based home views and digital dashboards. Therefore, non-project staff, team members, project managers, and executives each have their own home views configured and setup for convenient access to specific information related to their responsibilities.

XML Report Designer

Tenrox software includes its own inexpensive yet powerful XML report designer and viewer. Out-of-the-box XML reporting tool reduces learning curve and cost of adopting third party reporting tools. Tenrox still fully supports viewing Crystal Reports files from Tenrox Report Central.

Report Central

• Provides a hierarchical view of all reports
• Report on status and aging of work processes
• Lets users create, customize and share Tenrox XML reports or link to Crystal reports files
• View summarized, detailed and list reports grouped by user, project or task
• Can filter time and expense entries that are payable, billable, completed, approved or posted 
• Report on sites, cost centers, employees, groups, teams, tasks, projects, portfolios and business units
• View time, expense, cost and billing reports, and graphs in pie and bar chart formats 
• Export reports in a variety of formats (such as MS Word and MS Excel)

Analysis Server and Analysis Central

• The combination of Tenrox software and business intelligence results in a powerful decision support system
• Provides a hierarchical view of all analysis reports
• Powerful and highly customizable embedded business intelligence engine offers a real-time 360 degree view of the entire organization 
• Digital dashboards for executives and managers
• Create and share live dynamic and real-time graphs on critical business metrics
• Information can be drilled up/down, sliced/diced for further detailed analysis

Tight Financial Integration

With the optional time and expense module, one can track time, cost and material spent on work processes. Use the same data to process payroll, track projects, create invoices/charge backs, and to update your financial system.

• Tight bi-directional integration with payroll and financial systems 
• Mapping to G/L accounts using segmentation
• Templates, defaults and streamlined wizards link Tenrox to SAP, ACCPAC, Great Plains, Navision, QuickBooks, ADP Payroll, and Ceridian

Integration

Tenrox software information can be exchanged with:

• Project Management: Microsoft Project (optional support for real-time synchronized integration with no manual import/export), Primavera
• Messaging & desktop applications: Microsoft Exchange Server and Outlook, Windows 200x
• Enterprise Resource Planning (ERP): SAP, PeopleSoft, and Oracle
• Office applications: Microsoft Word, Microsoft Excel, and Corel Word Perfect

Highly Configurable & Customizable Solutions

Although Tenrox applications include industry-specific templates, functionality and reports, all features are fully configurable and customizable including workflows, terminology, reports, pull-down menus, web pages (using Active Server Pages + free Tenrox SDK) and email notifications. Custom fields can also be added to most pages and features.

Compliance – Conforming to Regulations, Standards and Guidelines

Please refer to the Tenrox Compliance section for more information on how Tenrox solutions help you achieve and maintain compliance with regulations, standards and guidelines in your industry.

Governance – Improving Corporate Accountability

Please refer to the Tenrox Compliance section for more information on how Tenrox solutions help you achieve and maintain accountability and corporate governance.

Hosting Services

Tenrox Hosting provides a convenient alternative to implement and maintain Tenrox solutions in-house. Click here to find out more about Tenrox Hosting.

Integrated Modules

• Work and organization breakdown structures
• Work process tracking
• Report Designer and Central
• Analysis Designer and Central