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
  Oracle Database
  The Oracle Database is an object-relational database management system produced and marketed by Oracle Corporation....
  
   and Microsoft's Access
  Microsoft Access
  Microsoft 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 Server
  Microsoft SQL Server
  Microsoft 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 ODBC
  Open Database Connectivity
  In 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
  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 tickets
  Issue tracking system
  An 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
  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 :* * * * * *...