• Q: A “Knowledgebase” can be easily created from ticket items. This Knowledgebase can provide information on most researched topics, can create and display messages and can link to other systems to display any important messages that the ICT Unit feel necessary 
• A: House-on-the-Hill comes with a native knowledgebase out-of-the-box. You can create unlimited articles based on your most researched topics. Flag popular entries into the FAQs and easily search from the Self-Service Portal. The knowledgebase can be embedded externally on other systems to dynamically display messages from the service desk. The knowledgebase supports rich text, embedded videos, urls and can be rated. The knowledgebase can be easily filtered by product, topics and sub-topics. New knowledgebase articles can be created directly from within any ticket in the service desk. Multiple automated articles from the knowledgebased are also suggested when creating tickets based on ticket categorisation or what is being typed.
• Knowledgebase

• Q: A Change management component is available within the system 
• A: A full Change management suite is available out-of-the-box. Changes can be raised from any ticket, incident, problem or self-service. Changes can be linked to Associated CIs and the Service Catalogue. Changes can be displayed on the Schedule Calendar and Change Dashboards to detect any clashes or freeze windows. The Change Workflow is ITIL ready with pre-loaded models and categorisations. Enable an automated approval workflow to be triggered by specific stages in the Change life-cycle. Certain stages can be flagged as Voting Stages, which will send voting emails to pre-specified parties, such as the Change Advisory Body, or management teams. Numerous voting stages can be set within various different Change models. Automated sub-tasks can be generated from specific change types and assigned to specific teams and assignees.
• Change Management

• Q: A flexible operations management process is available as part of the system.
• A: House-on-the-Hill can effectively manage multiple operations as a one-stop-shop for multiple departments to seamless collaborate and communicate within the one solution. The system is governed by a series of flexible design tools such as a drag-and-drop form and dashboards designer, reports designer, workflow designer, role based access, CMDB and segregated service environments.
• Operations Management

• Q: A Problem management component is available as part of the system. This needs to be an end-to-end component with the ability to describe, analyse and link to other tickets or components plus the knowledgebase. 
• A: Full end-to-end Problem Management comes out-of-the-box with House-on-the-Hill ESM. Problem tickets can be raised directly from incidents and linked to mulitple tickets.
• Problem Management

• Q: A Project Management component is available as part of the system.
• A: House-on-the-Hill Project Management provides real-time updates and status tracking, allowing IT service delivery teams to have complete visibility into the progress of their projects. Project Management provides real-time updates and status tracking, allowing IT service delivery teams to have complete visibility into the progress of their projects. Project Management helps to automate repetitive tasks, reducing manual work and freeing up time for more important tasks. Such as scheduling repeat jobs and selecting project templates and enables IT service delivery teams to collaborate and communicate more effectively through email and push notifications through MS Teams. House-on-the-Hill Project Management can help IT service delivery teams to work more efficiently, reducing the time and resources required to complete projects.
• Project Management

• Q: A self-service portal is available out of the box. 
• A: House-on-the-Hill comes with a Self-Service portal out-of-the-box. The portal can be branded and customised using our drag-and-drop designer. End-users can create tickets, choose from a suite of requests, check for ticket updates, communicate with the support team, search the knowledge base, browse FAQs, check service status updates and access end-user reports.
• Self-Service Portal

• Q: A Service Level Management process is available as part of the system.
• A: House-on-the-Hill comes with a full a Service Level Management process out-of-the-box. House-on-the-Hill is a true ESM tool where each separate service environment (Incidents, Problem, Change, Release, Projects, CAFM, FOI etc) can have it's own defined process all configured under one roof. You can design custom categories for each service such as type, subtypes, priorities, status, urgency as well as workflows, service level agreements and sub-tasks/activities.
• Service Level Management

• Q: Abandoned tickets and their status can be viewed 
• A: Yes abandoned tickets can be viewed and archived.

• Q: Ability of system to monitor an unlimited number of mailboxes. 
• A: Yes House-on-the-Hill can monitor multiple mailboxes and generate tickets from new emails. You can automate new tickets raised from email and assign categories, assignees and workflows based on keywords in the subject, body and email address. Email replies to tickets are added as notes onto the corresponding ticket in the audit trail.
• Email

• Q: Ability to align invoices, manuals, install documents, warranty information etc for all assets.
• A: You can attach any file to any asset such as invoices, manuals and documents.
• Asset Management

• Q: Ability to align time spent on a call to tickets. 
• A: You can add time spent on a ticket as any activity/task per ticket. This allows you to document the type of work, who conducted it and the time spent. The total time spent is then calculate based on the total accumulated time across multiple activity.

• Q: Ability to assign time and money against any change process and can this be automated? 
• A: You can add time and money on a change process as an automated activity/task. This can be automatically generated through our service level management functionality at specific stages during the change process lifecycle. You can record the type of work, who conducted it, time spent and money involved. The total time spent /costs are then calculated across multiple activitys.

• Q: Ability to display the average feedback on a dashboard of some type
• A: House-on-the-Hill Customer Satisfaction Survey Tool enables the creation of User Surveys, end-user users can leave adhoc feedback from the self-service portal or through emails sent during the ticket life-cycle to capture how satisfied your customers are with the service they receive. The feedback emojis are used to submit satisfaction and are displayed on the ticket. The agent cannot change the feedback once submitted. Feedback Forms can be created and edited quickly and simple using a Drag and Drop Forms Designer. House-on-the-Hill's flexibility enables you to include as many survey questions as you like, and to word the questions in a way that suits you. You can add any number of extra fields can be created using Extra Fields function, which can include dropdown selections for straight-forward survey completion by Customers. Once created, new Extra Fields are available to drag and drop onto the form.
• Feedback Management

• Q: Ability to generate or upload “how to” videos for end users.
• A: You can embed "how to" videos for end-users within the knowledge base. Each knowledgebase articles has a rich text field where you can embed videos and other materials to enrich the content for your users and promote self-help options.
• Knowledgebase

• Q: Ability to link tickets to a major incident 
• A: Yes, you can link multiple tickets to a major incident in House-on-the-Hill. You can also escalate any ticket to be a major incident.

• Q: Ability to manually send emails from within the system 
• A: Yes, you can manually send emails within House-on-the-Hill and automate assigned templates at numerous touch points within a ticket's life-cycle.

• Q: Ability to request the services of the ICT team to assist on particular projects or events.
• A: Yes, you can request the services of the ICT team on particular projects or events by raising a project sub-task to collaborate or by re-assigning the project.

• Q: Ability to search in attached documents within the system.
• A: No, you cannot search for attached documents within House-on-the-Hill

• Q: Ability to split incidents into subtasks and reassign 
• A: Yes, you can split any incident or ticket into House-on-the-Hill into sub-tasks and reassign to another agent.

• Q: Access to incident/ticket process via mobile devices 
• A: Yes, you can access the incident and ticket process from within the mobile app.

• Q: Adjustments made in the system are not confined to major updates or upgrades.
• A: You can make adjustments to House-on-the-Hill at any time using the design tools that come as standard. These include form, dashboard & portal design, report designer, service level designer and workflow designer. House-on-the-Hill is low code and customisations survive major updates or upgrades.

• Q: An autocomplete feature incorporating name, department, business area, phone number etc 
• A: Tickets within House-on-the-hill employ an autocomplete feature incorporating name, department, business area, phone number based on the information stored within the Contact record.

• Q: An incident management process is available out of the box.  
• A: A full Incident management suite is available out-of-the-box. Incidents can be raised by end-users via the self-service portal, email or MS Teams. Agents can also manually raise incidents or select ticket templates to automate the creation process based on common reoccuring incidents. The urgency of a incident is calculated using an Urgency Matrix calculated using the Impact and priority fields. Incident templates can each have their own unique workflow, allocated teams and categorisations. You can collect feedback, create ticket tags, communicate with end-users and tag other agents all from within a ticket. The history of a ticket is recorded in the audit trail. Any interaction and correspondence is recorded clearly, field level auditing is also available. Tickets support rich text. Suggested KBase articles are also included. Incidents can be easily escalated to become a Major Incident from within a ticket. You can attach files and raise any number of sub-tasks. The form is also customisable using drag-and-drop and can display different forms based on the template being used.

• Q: Any incident can be turned into a major incident 
• A: Any incidents can be easily escalated to become a major incident from within a ticket. A major incident can trigger alerts and notifications.

• Q: Asset Management can be availed off straight from install of the system. 
• A: Asset management comes out-of-the-box with House-on-the-Hill. Assets can be linked to users are services. Each asset type can have it's own custom form. Assets can be linked to suppliers and contracts. You can raise a new ticket and view the existing tickets raised for each asset. The operations status of an asset is recorded as well as the owner history. Assets can be loaded from csv or House-on-the-Hill supports integrations with Intune, AAD devices, SCCM and Lansweeper.

• Q: Assignment of an item or asset with different services to several users.
• A: An asset can be allocated to multiple services in the service portfolio. Service portfolio operational statuses can be displayed on self-service portal. The relationship between each asset and service is visualised graphically. Users can subscribe to their own services.

• Q: Automated, event-driven e-mail notifications  
• A: Yes, email notifications within House-on-the-Hill can be automated and event driven with assigned templates at numerous touch points within a ticket's life-cycle.

• Q: Automatic feature to categorise incidents based on key words. 
• A: Yes, House-on-the-Hill can create fully automated categorised tickets based on keywords via incoming email, self-service portal tickets and MS Teams. You can curate a custom suite of unlimited automations rules.

• Q: Automatic filling of data such as priority, costs, time expenditure, processor
• A: Data population can be automated via the Ticket Templating function. This would cover fields such as priority, costs, expenditure and processor.

• Q: Automatic reading of an unlimited number of inboxes including automated processing workflows.
• A: Yes, you can read multiple mailboxes and automate process workflows.

• Q: Automatically generated incidents (email or self-service portal) can be assigned to a manager first who can then distribute. 
• A: Yes, House-on-the-Hill can create fully automated categorised tickets based on keywords via incoming email, self-service portal tickets and MS Teams. You can curate a custom suite of unlimited automations rules. The automation rule can be setup to assign a relevant manager.

• Q: Call priority matrix for impact, VIP customer etc. 
• A: The urgency of a incident is calculated using an Urgency Matrix calculated using the Impact and priority fields as well as VIP customers. This relationship is fully configurable as per the clients needs.

• Q: Caller history and all related calls and incidents, live or closed 
• A: The caller's ticket history is fully recorded and searchable within the live and archived House-on-the-Hill environments.

• Q: Can attach manuals, documents about the “knowledgebase” to tickets 
• A: Multiple knowledgebase articles are linked to tickets automated through keyword categorisation. Files can also attached to tickets adhoc.
• Knowledgebase

• Q: Can create a template for any item and can define the maintenance of said item.
• A: Yes, you can create a template for an item or asset within House-on-the-Hill.

• Q: Can manage full life cycle of an asset i.e location, owner, service calls, age etc. How is the asset identified?
• A: Yes, you can manage the full life cycle of an asset i.e location, owner, service calls, age within House-on-the-Hill. Assets can be pulled into House-on-the-Hill from MS Intune, SCCM, AAD Devices and SCCM. Assets can also be imported via CSV.

• Q: Change Management activities can be displayed in the form of a checklist and link to workflows.
• A: Yes, Change Management activities can be generated automatically and appear as checklists which link to workflows.

• Q: Chat-bot functionality and features.
• A: House-on-the-Hill has an MS Teams bot where users can create tickets, converse with support agents and receive push notifications within the app or desktop applications.

• Q: Creation of an unlimited number of freely definable reports in a few/simple steps (please specify whether the report engine used is developed in-house or comes from a third-party provider. 
• A: Yes you can create unlimited freely definable reports in a few simple steps using our in-built report & kpi designer. Reports can be tabular and graphical, they can be exported and scheduled to be sent via email as csv or pdf, they can be embedded onto any dashboard or portal and you can report on any fields. House-on-the-Hill comes with a "Wallboard" login so you can display dynamic report dashboards on the wall mounted screens in the workspace. Reports can also be accessible externally via our reportsAPI so you can connect to services such as PowerBi.

• Q: Customers must have the ability to provide feedback and rate the call and levels of support offered 
• A: House-on-the-Hill Customer Satisfaction Survey Tool enables the creation of User Surveys, end-user users can leave adhoc feedback from the self-service portal or through emails sent during the ticket life-cycle to capture how satisfied your customers are with the service they receive. The feedback emojis are used to submit satisfaction and are displayed on the ticket. The agent cannot change the feedback once submitted. Feedback Forms can be created and edited quickly and simple using a Drag and Drop Forms Designer. House-on-the-Hill's flexibility enables you to include as many survey questions as you like, and to word the questions in a way that suits you. You can add any number of extra fields can be created using Extra Fields function, which can include dropdown selections for straight-forward survey completion by Customers. Once created, new Extra Fields are available to drag and drop onto the form.

• Q: Data must remain in the ownership of the OPW and all data and associated information must be made easily available to the OPW on request.
• A: Yes, data remains in the ownership of the OPW and all data and associated information is available to the OPW on request. Any data can be easily exported from within the UI as CSV exports by verified OPW users.

• Q: Data must reside in EU or EEA Data Centres at all times.
• A: House-on-the-Hill data will reside in EU or EEA Data Centres at all times on MS Azure. Data is backed up 3 times per day and snapshots are retained for 6 months.

• Q: Detailed rights management with easy assignment of rights to users, managers and groups.
• A: House-on-the-Hill comes with indepth functionality for managing role-based access and teams/groups. Users can be assigned roles, groups and manager with predetermined access rights and privileges.

• Q: Details of proposed training plan.
• A:

• Q: Different areas of the portal can be restricted or shared on a role- or user-based basis
• A: Yes, different areas of the portal can be restricted or shared on a role- or user-based basis within House-on-the-Hill. Each user or team can be assigned a unique portal depending on which services they are subscribed to. The portals are managed via drag-and-drop, can embed reports and are fully brandable.

• Q: Differentiation between 1st and 2nd level incidents 
• A: Yes, incidents can be easily categorised as 1st or 2nd Level incidents and with easy reporting.

• Q: Disaster recovery features and how the data is secured in the event of downtime.
• A: House-on-the-Hill is backed up 3 times each day. Each snapshot is retained for 6 months and can be restored at any time. The service is hosted on MS Azure in the EU. House-on-the-Hill is ISO27001 and CyberEssentials certified. GDPR compliant. Data is encrypted at rest. Platform security is continuously monitored for via Intruder.io and a yearly pentration test is conducted by a 3rd party. House-on-the-Hill Platform Uptimes

• Q: Distribution of incidents via drag & drop
• A: The distribution of incidents is controlled via dropdowns.

• Q: Does your system comply with the relevant standards such as WCAG 2.1?
• A: End user and high usage facing interfaces within House-on-the-Hill comply with accessibility standards. Forms & dashboards design is flexible and can cater for all users. House-on-the-Hill does not have WCAG certification.

• Q: Easy creation of new ticketing queues within the system and these can be broken down into sub-queues 
• A: Ticket queues, sub-queues and custom views can be easily created and used within House-on-the-Hill. You can search the system globally from a central search function, dynamic filters can be applied to data sets to locate tickets and records.

• Q: Easy creation of workflows with the assistance of graphs etc.
• A: Yes, House-on-the-Hill comes with a drag-and-drop graphical workflow designer. Each node presents a certain stage within the lifecycle of a ticket. Each stage can be predetermined with escalations, SLAs, re-assignments, notifications and automated tasks.

• Q: Easy to use workflows 
• A: Yes, House-on-the-Hill comes with a drag-and-drop graphical workflow designer. Each node presents a certain stage within the lifecycle of a ticket. Each stage can be predetermined with escalations, SLAs, re-assignments, notifications and automated tasks. You can create unlimited workflows and assign them to service requests and ticket templates.

• Q: Employee specific incident overview 
• A: Yes, you can view employee specific incident overview. On a ticket you can view the employee's history and interaction with the service desk.

• Q: End users can independently submit tickets for themselves or other employees 
• A: Yes, end users can submit tickets individually or on behalf of other employees via the self-service portal, email or within MS Teams.

• Q: Feedback cannot be changed by the responsible agent 
• A: Feedback cannot be changed by the responsible agent within House-on-the-Hill

• Q: Flexibility of your licensing model. Will every staff member require a licence. Can a licence be upgraded or downgraded. Is it a monthly or yearly subscription model?
• A: Support agents and system administrators require licences. End-users are unlimited and free of charge. Licences can be upgraded, downgraded or added adhoc. licences are based on a yearly subscription model.

• Q: Flexible parameters around closing a ticket 
• A: House-on-the-Hill can predetermine a set of flexible parameters when closing tickets to make sure agents populate the correct data or choose from a set of closure templates.

• Q: Forwarding of reports/incidents to both internal and external parties. 
• A: Reports can be exported as csv or pdf and can be sent via email adhoc or scheduled from within the reports designer. They can be shared internally or externally. The reportsAPI also allows data to be access as a REST endpoint. External parties can also have access to the portal to view their assigned incidents.

• Q: Full change and activity audit trail.
• A: All interactions and changes are recorded in the audit trail on each ticket. This includes category changes, email communication and internal notes. House-on-the-Hill also has the functionality to create field level change monitoring to detect changes on any field in the system.

• Q: Full service level information is available
• A: All OPW service level information is readily available from within the system as well as the House-on-the-Hill support and service level agreements that we adhere with customers for platform uptimes, security and our customer support services.

• Q: General functionality of the system in terms of slight changes and adjustments must not require any substantial programming. 
• A: House-on-the-Hill is a low-code solution. You can design and adjust your service directly from within the software using drag-and-drop, selections, checkboxes and inputs.

• Q: Incident history 
• A: Yes, you can view a full live and archive incident history for users and teams within House-on-the-Hill.

• Q: Information flow control with automatic reminder messages, emails and links.
• A: House-on-the-Hill controls the flow of information using email and push MS Teams notifications. Reports can also can reflect important information at a glance from the home dashboard. House-on-the-Hill has an inbuilt notifcation centre which pushes real-time service notifications for the relevant logged in users.

• Q: Integration with OPW’s 8X8 phone system to have ability to create notes on calls. Any CTI functionality?
• A: No, House-on-the-Hill does not have an 8x8 phone system integration. But due to our API functionality we can investigate for a potential integration.

• Q: Links to external URLs can be stored in the service catalogue.
• A: Yes, links to external URLs can be stored in the House-on-the-Hill Service Catalogue.

• Q: List of all current major incidents when recorded by telephone
• A: Within House-on-the-Hill you can record the channel within a ticket. This allows you to report on the number of major incidents recorded by telephone.

• Q: Logs from other systems can integrate into emails.
• A: Yes, email logs from external providers can be routed into House-on-the-Hill's automation layer to create categorised ticket.

• Q: Major incidents can be made visible to all agents in the self-service portal and this can be inbound or outbound notifications. 
• A: Yes, major incidents can be made visible to all agents in the self-service portal. Notifications can also sent to all users.

• Q: Management of contracts and all this entails regarding start date, end date, signed documents, SLA’s and any other information relative to a particular contract.
• A: House-on-the-Hill has a Finance module that includes contract management. You can manage each contract's start date, end dates, supplier, attach signed documents and set SLAs. You can also add extra fields to capture additional contract data. Contracts can be linked to assets.

• Q: Must integrate with Microsoft Active Directory or SAML provider.
• A: HotH can integrate with Microsoft Azure AD.

• Q: Must support all main browser types inc. Google Chrome and MS-Edge.
• A: HotH supports all major browsers.

• Q: Notification feature to update users when the status of a support call changes.
• A: HotH has the ability to send a variety of different notifications to users when the status of a support call changes. Pre-set email templates come straight out of the box, such as on a Closed status. Templates can also be assigned to relevant status' which can send emails to a variety of different users, including the Customer, Assignee, person who raised the ticket - amongst others.

• Q: Notifications of who is logged in and logged out of the system. 
• A: HotH has the ability to display within the login records who is logged in and who is logged out of the system. It will display time stamps of when the users have entered the system.

• Q: On a mobile interface/app, tickets can be posted, viewed, processed and closed with android smartphones 
• A: HotH can be accessed from the mobile interface, and actions can be performed in the similar way to the desktop. Process tickets, send updates, close tickets etc.

• Q: Openly documented API interface. Please provide a list of standard integrations.
• A: House-on-the-Hill has an openly documented API on our website. List of Native Integrations Active Directory (Azure and On-site) Office 365 AAD Devices Intune SCCM MS Teams Jira Power BI Powershell AAD Devices

• Q: Option to configure forms for different service requests. 
• A: HotH has the ability to create a number of different service request forms, which can then be accessed by the end-user from a Self-Service Portal. These forms can have a number different fields and can be configured however you wish.

• Q: Option to customise portals for different business areas.
• A: Within the HotH environment, it is possible to set up different customer portals for different for different business areas. They can be customised to contain different service requests, dashboards, reports etc. Different users can have different access permissions to the different customer portals.

• Q: Options for request for change, change proposal, completed change etc. Ability to provide description of change and to add documents
• A: Pre-determined changes can be requested by end-users from the self-service portal whilst service desk teams can create change requets from a set of templates or manually. Each change has a pre-set workflow and categorisation based on the type and the stage. House-on-the-Hill provides a rich text description and the ability to add documents to each individual change.

• Q: Password management and Multi-factor authentication functionality.
• A: House-on-the-Hill comes with password management and multi-factor functionality. Users can also access via SSO.

• Q: Please provide details on how accessible the system is for users with disabilities.
• A: House-on-the-Hill's forms and dashboards have been designed following best practice accessibility guidlines. The interface can be easily adjusted to benefit users with disabilities thanks to House-on-the-Hill's powerful UI Designer. The mobile interface also adhere's to accessibility guidlines such as text / background contrast ratios. Accesibility is at the heart of our product roadmap https://roadmap.houseonthehill.com/home

• Q: Possibility to define events that trigger a specific action (e-mail, log entry etc.)
• A: Yes, you can define events to be triggered in either the Workflow or Automation designers. Each event can trigger an action such as an email or activity.

• Q: Recording of faults, requests, service requests, complaints, requests for information, general questions, etc. 
• A: Yes, users and agents can record faults, requests, service requests, complaints, requests for information, general questions from the portal and templates. Each can follow a template with a predefined form, workflow, categories, assignees, SLAs etc.

• Q: Regular reviews of the system and how it is operating.
• A: Internal OPW system usage can be configured using the inbuilt reports, regular platform and customer service information can be provided by House-on-the-Hill as per OPW requirements.

• Q: Reports are available with various graphical display options. 
• A: Reports can be displayed within House-on-the-Hill as: Numerical values / totals Tables Pie charts 3d Pie Charts Line Bar Stacked Bar Donut Gauge

• Q: Reports can be automated, i.e. automated PDF sending by e-mail 
• A: Yes, reports can be automated and scheduled to be sent to any email as a pdf or csv.

• Q: Reports can be exported in MS-Excel and/or Adobe PDF formats 
• A: Yes, reports can be exported as MS Excel ready CSVs and Adobe PDF formats.

• Q: Reports can be made available in the Self Service Portal 
• A: Yes, any report can be embedded onto any dashboard including the self-service portal using the drag-and-drop designer. The dashboard can also have an autorefresh function to provide dynamic updates of reports.

• Q: Reports can be stored for agents, groups or organisation. 
• A: Yes, reports can be created against agents, groups or organisation.

• Q: Search function within a ticket can access the “knowledgebase”. Automated suggestions if possible would be of benefit. 
• A: You can search the knowledgebase from within a ticket. Automated suggestions are also generated by ticket categories and through the text being typed by the user.
• Knowledgebase

• Q: Selection of standard report templates and strong reporting functionality 
• A: House-on-the-Hill comes with 100+ usesable reports and dashboard templates. You can copy a report or pick a default report type. You can report on any data in the system including including custom fields. There is also a power ReportsAPI for extracting data into external services. The KPI comes as standard and provides an easy to use realtime report designer to "slice and dice" data on the fly. Each report and KPI design can be embedded easily onto dashboards.

• Q: Services can be broken down into service levels and contracts can be filtered and based on type.
• A: Yes, services can be broken down into service levels and contracts can be filtered and based on type.

• Q: Staff have the ability to use the self-service element like an online shop to order new equipment or software. This would contain a workflow and approval process.  
• A: Automated Change Management System with paperless voting functionality House-on-the-Hill’s automated Change Management system enables Changes to be voted on by specific parties via an online, paperless system. This avoids the necessity to chase signatures and paperwork, by streamlining the process through an automated Change Management workflow. Enable an automated approval workflow to be triggered by specific stages in the Change life-cycle. Certain stages can be flagged as Voting Stages, which will send voting emails to pre-specified parties, such as the Change Advisory Body, or management teams. Numerous voting stages can be set within various different Change models.

• Q: Suitable knowledge articles are already displayed during fault detection by the user. 
• A: Yes, KBase articles are suggested to user during fault detection. Agents can also be suggested articles based on key word ticket categorisation.

• Q: System automatically generates a “knowledgebase” based on the information being entered into it. 
• A: You can automatically populate the knowledgebase directly from within a ticket when the agent selects the option to "add to knowledge base".

• Q: System can generate and store multiple email templates 
• A: Yes, House-on-the-Hill can store unlimited designable email templates.

• Q: System can generate customer surveys, these can be tailored at specific users or groups, and results easily displayed. 
• A: Yes House-on-the-Hill can generate customer surveys at pre-determined stages in the workflow. They are sent to specific users and groups via email templates. The results are easily displayed using emojis within a ticket or as reports on dashboards.

• Q: System can import existing data from other applications via CSV or other.
• A: Yes, you can import csv data directly in House-on-the-Hill using the Import feature.

• Q: System can send emails automatically when an event occurs such as the closing of a ticket. 
• A: Yes, House-on-the-Hill can trigger a customised closure email template when an agents completes a ticket. The ticket information is pulled onto the outgoing email and sent automatically.

• Q: System must be able to handle different types of operational activities such as maintenance work etc.
• A: House-on-the-Hill can easily manage mutliple operational activities under one roof. Each activity or service can have allocated teams.

• Q: System must be GDPR compliant.
• A: Yes, House-on-the-Hill is GDPR compliant.

• Q: System must have the ability to assign emails to an existing ticket and can handle the importing of attachments 
• A: When a ticket in House-on-the-Hill is created, any replies to that ticket's email thread are automatically added to the ticket. The information is added to the communication trail along with any attachements in the email.

• Q: System to be able to create printable work orders. 
• A: Yes, House-on-the-Hill can create customisable work orders that can be easily printed directly from any ticket.

• Q: Tenderers shall outline the security features of the mobile application. Tenderers must explain how the application is protected against malicious/accidental attacks via other mobile applications or via the mobile device OS. Tenderers shall also clarify how the Mobile App might integrate with a Mobile Device Management (MDM) Solution.
• A:

• Q: The GUI / Interface can be easily adapted to suit the business needs of the OPW. Ideally, it should be widget-based. 
• A: The House-on-the-Hill UI is widget-based and can be easily designed, branded and adapted using the inbuilt UI designers.

• Q: The GUI is customisable to suit needs of support team. 
• A: Yes, the UI can be easily customised to suit the needs of each team.

• Q: The mobile App shall be intuitive and easy to use with a well-designed interface.
• A: See image below of the House-on-the-Hill mobile app interface. The interface is widget based and can be designed using the drag-and-drop designer.

• Q: The self-service portal has a full-text search function. 
• A: Yes, the self-service has a full text search function.

• Q: The self-service portal should provide access to items such as logging tickets, knowledgebase articles etc.
• A: With the House-on-the-Hill Self-Service portal end-users can: Raise tickets Update and view existing tickets Search Knowledgebase View Service Updates and Rich text Wallboards Choose from a suite Service Requests Access End-User Reports View FAQs Access Kanbans/Workboards Timeline

• Q: The system is available as Software as a Service model 
• A: House-on-the-Hill is a Software-as-a-Service.

• Q: The system must contain a comprehensive search function that can allow for individual and automatic searches. Must also be able for key word finding and indexing. 
• A: House-on-the-Hill has a powerful key word global search as well as multiple other search funtionality. The searches are fast and dynamic. Highly customised search criterias can be saved as easy reusabled automated searches.

• Q: The system shall have the ability to make configuration changes, via the self-service portal through the mobile App for both Administrators and end users
• A: The mobile app can be configured within House-on-the-hill so that administrators and user can make suitable change requests via the self-service portal.

• Q: The system supports MS Exchange on premise and O365 and has full integration with Active Directory.
• A: Yes, House-on-the-Hill supports MS Exchange on-premise, O365 and Active Directory.

• Q: The system supports the creation of a comprehensive service catalogue, which can link to workflows.
• A: Yes, you can curate a suite of unlimited services within the catalogue that can be linked to workflows and templates during ticket's lifecycle.

• Q: There is a corresponding knowledge base for agents (internal) and for users (external) 
• A: Yes, House-on-the-Hill has the ability to provide an internal KBase for agents and an external Kbase for users.

• Q: Ticket information can be easily transferred to the “knowledgebase” 
• A: You can automatically populate the knowledgebase directly from within a ticket when the agent selects the option to "add to knowledge base".

• Q: Tickets can be easily reassigned to other queues. 
• A: Yes, tickets within House-on-the-Hill can be easily reassigned to other queues directly from within a ticket. A email notification is also triggered to notifiy the new assignee.

• Q: Tickets can be linked to operational activities and SLA’s
• A: Yes, tickets can be assigned activities and SLAs.

• Q: Tickets may be shared with other agents. 
• A: Yes, tickets can be shared with other agents using the "In the loop" functionality. Tickets linked can also be copied and shared. Tickets can also be reassigned.

• Q: When a ticket is created, a change can be initiated at any time.
• A: Within House-on-the-Hill a change can be initiated at any time by clicking the "Raise Linked Change" button.

• Q: When the status changes or the major incident is closed, additional automatisms are also triggered for all linked tickets 
• A: Yes, when a major incident is closed all the linked child tickets are automatically closed based on the information provided in the parent.

• Q: Within the forms, dependencies can be set between selections and questions.
• A: House-on-the-Hill has conditional form functionality to set dependencies between selections and questions.