黑料传送门

Category: Email, Calendar & Collaboration

KIX Pro is a web-based ITSM and ticketing system used by kiz to implement the ITIL processes of Incident and Request Management. Incidents and requests can be recorded, organised and processed via various communication channels, such as email, telephone and the customer front-end. KIX thus facilitates the traceable, consistent and transparent organisation of customer service workflows.

One special case is the handling of security incidents. This is carried out in collaboration between kiz and the CERT/CISO within a shared queue structure, through which alerts, security bulletins and advisories from government agencies are also received, assessed, distributed and tracked. In addition, KIX is used for the team-based handling of cases in Departments I, II and VI of the Central University Administration.

The ticketing system is not a standard service offered by kiz, but is primarily used for the internal organisation of service management within kiz. 

Performance features

• Web-based customer portal: All customers with a kiz account can log in to the customer portal, place new tickets for requests and incidents, check the processing status and call up completed processed tickets.
• Web-based ticket system for agents: All employees of the kiz and, for historical reasons, some other facilities of the university are authorised to use the system. A rights and roles concept has been implemented, which differentiates between agents with administrative, 1st level (helpdesk), 2nd level and team-specific access rights or views. The role concept also logically separates the workspace of the kiz from that of the historical co-users, such as different clients.
• Tickets can be assigned to different support levels and processed jointly by several agents. For the kiz area, a uniform workflow is used throughout the kiz. A different workflow is used at the interface between kiz and CERT.
• The service catalogue of the kiz is stored in KIX. The queue structure is also based on the services. All tickets are categorised, i.e. the affected service is assigned, the ticket type is selected and the priority is assigned.
• KIX offers audit-proof processing of requests and incidents and also documents the course of communication in the tick history. Access to closed processes is possible over a finite period of time.
• The processing status as well as the closing of a ticket can be mapped with different statuses and time specifications, such as wait for reminder (as a resubmission function), wait for successful closing, etc.
• Create tabular and graphical reports that evaluate the use of the ticket system as well as the number and type of tickets according to time periods, services, etc.
• A knowledge database is created on the basis of the incoming requests and incidents: A distinction is made between internal FAQs that can be accessed via the customer portal and those that are freely available on the Internet.

User groups

Backend (agent function): 

• kiz staff
• Users from other university departments (Divisions I, II, VI)

Frontend (customer portal):

• Anyone with a kiz account

Service hours

24 x 7 x 365

Installations of new versions and maintenance work are carried out at irregular intervals during off-peak periods.

Application modalities

Frontend / Self-service portal:
The customer portal can be used without submitting an application, but access is restricted to holders of a kiz account.

Backend / Agent portal:
Employees of kiz and the participating departments of the ZUV are automatically granted access to the backend via their kiz account. It is not possible for other members of the university to submit an application. Where necessary, enquiries can be directed to the kiz service manager.

Fee / Charge

No fees or charges will be made for the service.