Heat (software)
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HEAT is a help desk software suite produced by FrontRange Solutions. According to FrontRange staff, HEAT stands for Helpdesk Expert Automation Tool.
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[edit] Architecture
- Client: HEAT is a client-server application that does not utilize a middle tier; there is no application server. HEAT is certified on any of several databases including MS Access, MS SQL Server, and Oracle. HEAT uses standard Microsoft ODBC to connect to the database.
- Automation Server: HEAT includes Business Process Automation Module (BPAM). BPAM runs as a Windows service to scan the HEAT database for tickets matching admin-set criteria and take pre-defined actions. These actions may include modifications to the tickets, emails to stakeholders, or executing a command line to trigger non-HEAT applications.
- Integration Server: HEAT also comes with Auto Ticket Generator (ATG). ATG reads email and text files to generate tickets. ATG can also reply to ticket information requests. ATG version 8.4 can either be run as a Win23 application or as a service.
[edit] Additional modules
- iHEAT: a virtual presentation layer software written by GraphOn and rebranded by FrontRange. iHEAT is quite similar to VNC or Citrix XenApp, albeit restricted to usage with HEAT products.
- HEAT Self Service: provides a web based customer front end for the HEAT system.
- HEAT Asset Tracker: tracks hardware assets and integrates with the HEAT system.
