HEAT (software)

HEAT is a commercial help desk issue management software suite produced by FrontRange Solutions. According to FrontRange staff, HEAT stands for Helpdesk Expert Automation Tool.

Architecture

• Client: HEAT is a client–server application that does not have a middle tier; there is no application server. HEAT is certified on several database systems including Oracle Database and Microsoft's Access and SQL Server. HEAT uses 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 criteria chosen by administrators and take pre-defined actions. These actions may include modifications to the tickets, sending email to stakeholders, or executing non-HEAT applications.

• Integration Server: HEAT also includes Auto Ticket Generator (ATG). ATG generates tickets from incoming mail messages or text files. ATG can also generate and send replies to information requests from users. ATG version 8.4 can either be run as a Win32 application or as a service.

Additional modules

• iHEAT: virtual presentation-layer software produced by GraphOn and rebranded by FrontRange. iHEAT is quite similar to VNC or Citrix XenApp, albeit restricted to use with HEAT products.
• HEAT Self Service: a Web-based customer front end for the HEAT system
• HEAT Asset Tracker: a tracking system for hardware assets that integrates with the HEAT system

See also

• Comparison of issue-tracking systems
• Comparison of help desk issue tracking software

External links

• Official website