<s>
Supportworks	B-Application
is	O
an	O
issue	B-Application
tracking	I-Application
system	I-Application
designed	O
for	O
use	O
in	O
help	O
desk	O
and	O
information	B-General_Concept
technology	I-General_Concept
(	O
IT	O
)	O
environments	O
.	O
</s>
<s>
Two	O
branches	O
of	O
the	O
software	O
are	O
developed	O
concurrently	O
,	O
Supportworks	B-Application
ITSM	O
,	O
a	O
certified	O
ITIL	O
compatible	O
IT	O
service	O
management	O
(	O
ITSM	O
)	O
solution	O
,	O
and	O
Supportworks	B-Application
Helpdesk	O
Professional	O
.	O
</s>
<s>
Issues	O
tracked	O
in	O
Supportworks	B-Application
are	O
known	O
as	O
"	O
calls.	O
"	O
</s>
<s>
Supportworks	B-Application
groups	O
analysts	O
into	O
"	O
support	O
groups.	O
"	O
</s>
<s>
Each	O
Supportworks	B-Application
call	O
is	O
associated	O
with	O
a	O
service	O
level	O
agreement	O
(	O
SLA	O
)	O
.	O
</s>
<s>
Supportworks	B-Application
provides	O
a	O
tool	O
to	O
track	O
widespread	O
incidents	O
that	O
may	O
impact	O
a	O
variety	O
of	O
customers	O
known	O
as	O
"	O
issues.	O
"	O
</s>
<s>
When	O
an	O
analyst	O
opens	O
the	O
Supportworks	B-Application
client	O
,	O
they	O
are	O
presented	O
with	O
a	O
"	O
Supportworks	B-Application
Today	O
"	O
page	O
displaying	O
,	O
among	O
other	O
things	O
,	O
a	O
list	O
of	O
the	O
current	O
issues	O
.	O
</s>
<s>
Supportworks	B-Application
provides	O
an	O
integrated	O
knowledge	O
base	O
application	O
,	O
e-mail	O
integration	O
through	O
a	O
shared	O
mailbox	O
,	O
and	O
the	O
ability	O
to	O
populate	O
a	O
database	O
of	O
customers	O
from	O
external	O
sources	O
such	O
as	O
directory	O
services	O
using	O
LDAP	B-Protocol
,	O
query	O
results	O
from	O
external	O
databases	O
,	O
CSV	O
files	O
and	O
Excel	B-Application
documents	O
.	O
</s>
<s>
The	O
forms	O
used	O
to	O
manage	O
information	O
in	O
Supportworks	B-Application
can	O
be	O
customized	O
with	O
a	O
graphical	B-Language
form	I-Language
designer	I-Language
tool	I-Language
.	O
</s>
<s>
Additional	O
fields	O
can	O
be	O
added	O
to	O
the	O
Supportworks	B-Application
database	O
to	O
support	O
such	O
customizations	O
when	O
necessary	O
.	O
</s>
<s>
Supportworks	B-Application
is	O
packaged	O
with	O
a	O
web-based	O
self-service	O
portal	O
,	O
allowing	O
customers	O
to	O
create	O
calls	O
in	O
the	O
system	O
using	O
a	O
web	B-Application
browser	I-Application
,	O
without	O
requiring	O
assistance	O
from	O
an	O
analyst	O
.	O
</s>
<s>
Supportworks	B-Application
can	O
work	O
with	O
or	O
independently	O
of	O
a	O
complementary	O
Hornbill	O
product	O
,	O
Assetworks	O
.	O
</s>
