Software for Reporting and Resolving Incidents
IRA is an online software for reporting, tracking, and resolving incidents – ServiceDesk. It helps efficiently manage the entire lifecycle of incidents, from reporting and resolution to subsequent analysis.
- QR Code Reporting
- AI-Powered Categorization and Prioritization
- Automatic Task Assignment to Responsible Personnel
- Real-Time Incident Resolution Tracking
- Notification System
Easy Incident Reporting
Simply scan the QR code located on the room door or directly on the equipment using your mobile phone.
A clear web form with pre-filled location information will open instantly, allowing for fast and accurate incident reporting.
Automated Escalation
Thanks to the integrated AI, the system automatically analyzes the incident description and determines its category and priority.
Based on this information and predefined SLA parameters, the incident is assigned to the most suitable technician and a resolution deadline is set. The entire sorting and escalation process is fully automated.
Centralized Incident Management
The EIRA incident management software allows responsible personnel to easily monitor the current status of all reported issues.
A unified request queue enables continuous evaluation of resolution efficiency, identification of recurring problems, and provides a comprehensive view of staff workload and performance.
Customizable Incident Resolution Workflows
The principle is to create precisely defined steps that an incident goes through from the moment it is reported until its final resolution.
Each step has clearly defined parameters—such as maximum duration, the need for supervisor approval, or escalation mechanisms if deadlines are exceeded. The history tab records the entire incident resolution process.
Built-In Communication
Internal communication between technicians takes place directly within the system, allowing them to share diagnostic notes and consult on resolution procedures through comments assigned to the incident.
Communication with the reporter is automated—the system sends regular notifications about the status of the reported issue.
Integration with Asset Management Module
Thanks to integration with the inventory/asset management system, complete service records are available for each piece of equipment, including all reported incidents and completed repairs.
This connectivity simplifies maintenance planning, enables monitoring of equipment reliability, and provides management with data to support decisions regarding asset renewal.
Mobile Solution
The technician completes the request entirely, including all documentation for billing, before leaving the site.
All information becomes immediately available to supervisors and the finance department, significantly streamlining administrative processes and minimizing reporting errors.
Benefits
OPERATIONAL EFFICIENCY
- All incident reports in one centralized system
- AI-driven categorization and prioritization
- Fast, accurate task assignment to the right people
- Real-time visibility into incident resolution status
- No more lost or overlooked requests
- Improved team flexibility and substitutability
ECONOMIC BENEFITS
- Accurate tracking of time and costs
- Reduced administrative workload
- Reliable data for precise billing
- Identification of recurring issues
- Predictive maintenance planning
- Detailed cost tracking for incident resolution
FOR MANAGEMENT
- Customizable workflow processes
- SLA compliance monitoring
- Data-driven decision support
- Increased process transparency
- Continuous improvement of technical support
- Comprehensive data for reports and analytics
