Review

Tenrox Incident Management Is Ideal For Companies That Need To Centralize Their Project Systems With Minimal Expenditure Of Financial And Planning Resources, The Software Has Minimal Requirements, Workflows And Approvals Are Automated
By Aniel Sukhram, PC Expo July 2001, CRN Test Center

Products: Tenrox Incident Management
Company URL: www.tenrox.com
Product URL: www.tenroxissuetracking.com

Tenrox Incident Management is a complete program for running a help desk via the Web including bug tracking, change requests support knowledge base and trouble ticketing. Tenrox Incident Management allows users to log into the included Web site and enter issues, make job assignments, approve work, perform help desk tasks and produce reports.

Workflows and approvals are automated based on the workflows created by the administrator. The development tools provided allow solution providers to mold a custom solution based on a client's workflow needs. If a custom solution is not required, many templates arranged by industry type are included to help speed rollouts.

Analysis

The software has minimal requirements for its database and Web server components. The requirements for the database portion vary depending on the number of users accessing the database. For a server with 51 to 300 users using any database, a dual-processor Pentium system running Windows NT 4.0 or Windows 2000, 256Mbytes of RAM, and 2 Gbytes of mirrored hard disk space is recommended.

Web server requirements for Tenrox PSA desktop are Windows NT 4.0 with Service Pack 5 and Microsoft IIS 4.0 or later. Clients can access Tenrox Incident Management using a PC or MAC with a Web browser.

The product was installed on a Pentium III 650 with 128mb RAM and a 12 Gig HD. It was recommended by Tenrox support specialists that Microsoft Database Engine (MSDE) be installed. For testing purposes, the system acted as both server and client.

Commentary

Tenrox Incident Management is a complete operating-system independent HTML solution. Solution providers will appreciate that Tenrox Incident Management can be accessed without the need for additional software upgrades.

The administration of Tenrox Incident Management is straightforward. For solution providers, the Web page is easy to understand and navigate. Using the Tenrox PSA Desktop application, administrators can define the organization's structure and implement the default terminology. The work setup defines the client, portfolios, projects, tasks and activities.

The Issue feature is great for off site or telecommunicating users that have access to e-mail.

Tenrox Incident Management is ideal for companies that need to centralize their project and help desk systems with minimal expenditure of financial and planning resources.