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HEAT is a commercial
help deskA help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and e-mail. There are also in-house help desks geared toward providing the same kind...
issue managementAn issue tracking system is a computer software package that manages and maintains lists of issues, as needed by an organization...
software suiteA software suite or application suite is a collection of computer programs, usually application software and programming software of related functionality, often sharing a more-or-less common user interface and some ability to smoothly exchange data with each other.Sometimes software makers...
produced by
FrontRange SolutionsFrontRange Solutions Inc. is a midrange developer of CRM, Communication management and IT Service Management software with worldwide headquarters in Pleasanton, CA.-History:...
. According to FrontRange staff,
HEAT stands for
Helpdesk
Expert
Automation
Tool.
Architecture
- Client: HEAT is a client–server application that does not have a middle tier; there is no application server. HEAT is certified on several database systems including Oracle Database
The Oracle Database is an object-relational database management system produced and marketed by Oracle Corporation....
and Microsoft's AccessMicrosoft Office Access, previously known as Microsoft Access, is a relational database management system from Microsoft that combines the relational Microsoft Jet Database Engine with a graphical user interface and software-development tools. It is a member of the Microsoft Office suite of...
and SQL ServerMicrosoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network...
. HEAT uses ODBCIn computing, ODBC is a standard C interface for accessing database management systems . The designers of ODBC aimed to make it independent of database systems and operating systems...
to connect to the database.
- Automation Server: HEAT includes Business Process Automation Module (BPAM). BPAM runs as a Windows service
On Microsoft Windows operating systems, a Windows service is a long-running executable that performs specific functions and which is designed not to require user intervention. Windows services can be configured to start when the operating system is booted and run in the background as long as...
to scan the HEAT database for tickets matching criteria chosen by administrators and take pre-defined actions. These actions may include modifications to the ticketsAn issue tracking system is a computer software package that manages and maintains lists of issues, as needed by an organization...
, sending email to stakeholders, or executing non-HEAT applications.
- Integration Server: HEAT also includes Auto Ticket Generator (ATG). ATG generates tickets from incoming mail messages or text files. ATG can also generate and send replies to information requests from users. ATG version 8.4 can either be run as a Win32 application or as a service.
Additional modules
- iHEAT: virtual presentation-layer software produced by GraphOn and rebranded by FrontRange. iHEAT is quite similar to VNC or Citrix XenApp, albeit restricted to use with HEAT products.
- HEAT Self Service: a Web-based customer front end for the HEAT system
- HEAT Asset Tracker: a tracking system for hardware assets that integrates with the HEAT system
See also
- Comparison of issue-tracking systems
- Comparison of help desk issue tracking software
This article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management.- External links :* * * * * *...