Support Management | Apiculus Technical Documentation

Support Management

The Apiculus Admin Console offers a way to offer basic support through the UI, in terms of diagnosis and other L1 tasks. In addition to the Admin Cloud Console, the Apiculus solution ships with OTRS Community Edition to enable service provider support teams to offer end-to-end SLA-based support via tickets to the end customers.

📄️ Viewing Activity Logs

The Apiculus Admin Console offers an easy-to-view activity logs which can be filtered by a range of criteria and download as .csv files.

📄️ Handling Purchase and Provisioning Requests

Apiculus ships with the option to configure an Approval Mechanism for Services in the Catalogue(s). For all Services that require an approval from the admin, a Request is generated upon initiating purchase. Admins are notified of these requests via email, and can be accessed from Support & Operations > Requests from the main navigation menu.

📄️ End-to-end Support Using OTRS

OTRS Community Edition is an ITIL-compliant open-source ticketing system. Along with basic ticket management, OTRS offers highly flexible workflow management capabilities, including and not limited to managing customer organisations, queues, custom SLAs, reports and also configuring and automating processes.