Apriori Product Extensions & Add-On Products

These extensions are available for a fee from Answer Consulting Services
Last update: 2/15/95

Call Management

Ability to Edit Incident Creation Dates (through Batch Load)EX024

This extension provides the ability to set and modify incident creation and closure dates. This extension gives batch load modify capability to the incident dates enabling users to edit incident creation and closure dates. The interface ensures Apriori incident integrity so that metric reports accurately reflects service activities.

The extension provides the following functionality.

Ability to "back-date" incidents by changing the creation date to some previous date and time
Ability to modify the closure date for incidents to set the date to some previous date and time
Restrict use of this incident back-dating capability to specific users

Document Administration

Automatic Posting of Problem Reports EX003

This extension provides a mechanism to automatically post certain classes of problem report. Pending problem reports identified by specific criticality levels and/or indexes are posted to documents. The automatic posting can be tightly controlled to ensure the new document's usefulness. This extension is extremely useful for single tiered support and engineering bug tracking organizations because it streamlines the process of creating solutions.
Apriori OnLine Document 27.328

Automatic Posting of Document Comments EX004

This extension will automatically post comments to documents and notify all concerned parties. This extension is useful in bug tracking environments where document comments are used for the purpose of discussing bugs.
Apriori OnLine Document 17.143

Problem Report Administration

Custom Problem Report Routing EX014

The Custom Problem Report Routing Extension is a set of programs that can be used to automatically route incoming problem reports based on certain criteria, such as caller geographic location. The extension can be used in support organizations where specific support personnel are responsible for handling all problems from a specific region. Each regional client may have one or more dedicated support personnel that handle all questions and problems, regardless of subject area. The extension ensures that problem reports are routed to the appropriate regional expert.

Apriori Administration

Write Locking Apriori EX006

Many Apriori users rely on UNIX backups as their primary backup mechanism. To ensure database integrity, Apriori should be write locked during the backup process. In the past, many users would bring the server down to perform the backup. A program can be used in a cron script to lock the database, perform the backup and then unlock the database. The program enables the write locking and unlocking of the database by an Apriori database manager or administrator.
Apriori OnLine Document 4.1131

Client Merge Extension EX016

The Client Merge Extension provides the capability to rearrange your client files structure. This extension provides a batch processing mechanism to move client users from one client organization to another. This can be used to merge existing client organizations or to rearrange client users as they move from one organization to another. The extension perserves all incident, problem report, and document history for the user so that their complete past activity follows them to the new client organization.

The extension also provides the capability to move an incident from one client to another.

Integrating to Other Applications

Problem Report Returning (Hardware Dispatch) EX007

This extension can be used to dispatch problem reports to a hardware repair system and later incorporate the corresponding closure information in the problem report. An Apriori problem report is routed to a "Hardware Repair" index which initiates dispatching of the issue to the hardware repair system. Upon closure of the issue in the repair system the corresponding repair information is incorporated into the problem report long description and it is returned to the submitting client.

Interfacing to IBM Information Family (Info/Man) IF002

This extension provides a powerful and flexible interface to transfer Apriori Incidents and Problem Reports to Info/Man. Incidents and Problem Reports are uploaded to the mainframe through a gateway. Incidents may be uploaded for reporting or informational purposes on a periodic basis. Problem Reports are immediately forwarded to the gateway to allow escalation of an issue to Info/Man. The interface is bi-directional and provides confirmation of the uploads to Info/Man. In addition, problem reports that are escalated to Info/Man may be returned to the originator incorporating closure information that is fed from Info/Man. Since every Info/Man installation is different, the interface can be easily configured to meet customer requirements.

Interfacing to Automated Call Distribution (ACD) Systems IF003

This extension provides Inbound and Outbound call processing within Apriori. Outbound processing allows support managers to automate the end user call back process. Inbound call processing relies on Automatic Number Identification (ANI) and/or Dialed Number Identification Service (DNIS) provided by the regional Bell operating companies. By reducing call set-up times, overall support team efficiency can be increased for large call volumes. The interface can communicate to AT&T G3 (Definity) and Northern Telecom Meridian 1 Public Branch Exchanges (PBX). The interface can also operate with Northern Telecom DMS-100 Central Office switches (COs). Answer alos plans to add support for various other ACD and IVRU phone equipment.
Apriori OnLine Document 15.1043

For more information or a demonstration of these extensions, please call your Answer sales representative or the Consulting Services Group at 800/677-2679

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