Automated Ticket Handling

Automated ticket handling gets users to their resolution faster while taking less agent time; Odyssey can add an additional layer of intelligence to other systems. An Odyssey project monitors a ticketing system, such as Rational ClearQuest or Remedy, for new and changed tickets. Whenever the ticket changes, Odyssey scans the ticket for
keywords (such as ‘duplicate’, ‘closing’, ‘increase file system size’, ‘reboot’, ‘restarts’, etc.) Where the organization has mapped keywords to actions, Odyssey provide entries for missing attributes to the ticket, and routes the ticket to the appropriate group within the ticketing system.

Odyssey can even launch projects outside the ticketing system to perform simple actions like password or system resets. Some of these actions will happen automatically if they are single user and low risk (like password resets). Some capabilities that would normally be reserved for Tier 2 support are available to Tier 1 as push-button processes.