Westinghouse Hanford Company, Attn: Harry Ralph, MSIN: A3-44, P.O. Box 1970, Richland, WA 99352

70 -- REQUEST FOR INFORMATION (RFI), HELPDESK TICKET TRACKING SYSTEM SOFTWARE, RFI H705758 Contact, Harry Ralph, A3-44, (509) 373-6332. HELPDESK TICKET TRACKING SYSTEM SOFTWARE - Westinghouse Hanford Company (WHC), the Management and Operating Contractor for the U.S. Department of Energy - Richland Field Office, requests information on software applications that will perform the following trouble-ticket tracking and scheduling functions for a helpdesk and other support organizations. Accessible through MS-DOS via an Ethernet LAN running for the TCP/IP network communications protocol; Able to run under Windows for Workgroups 3.11; Program needs to have the ability to: access its data from a network U.S. fileserver, generate on-line ad-hoc reports, have user customizable screens, have a password entry to system, have the ability to process over 500-750 ticket entries/day and up to 12,000-15,000 tickets/month from more than 75-100 concurrent users; Other significant criteria include: key field search on any field on-screen (Query By Example), communication with paging and cc: Mail e-mail systems, lookup and field verification checking, ticket history listing, customer history tracking and display, and the ability to add-on modules, such as case-based reasoning, inventory and asset management. Vendors furnishing the above requested information should indicate which features their currently released software can support, include technical literature if available, price lists for government customers, delivery schedule, GSA schedule and contract number if applicable, non-disclosure and release forms or license agreements, list of references from three other sites where the system has been successfully implemented and any other pertinent information. Vendors may also be requested to demonstrate product(s) and/or submit them for evaluation on a no-cost loan. There is no intent to award a contract on the basis of this synopsis, but to gather information. Telephone requests for technical clarifications should be directed to: Harry Ralph (509) 373-6332. Written responses, price and technical data suitable to determine capability should be submitted within fourteen (14) days of publication to: Boeing Computer Services, Richland, P.O. Box 300, Richland, Washington 99352, Reference No. H705758, Attn: Harry Ralph, MSIN A3-44. The overnight delivery address is 825 Jadwin Avenue, Richland, WA 99352. The fax number is (509) 376-5436. (192)

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