ShortMaze guarantees the best quality for the implementation of organization’s strategies by setting Service Level Agreements with clients and Service Level Operations eliminating double standards, all departments are accountable and no surpassing for the rules and procedures is attainable. 
ShortMaze builds the knowledge in the organizations and helps in transferring it between departments to best serve the customers and increase the level of satisfaction.
01Tracks, an ISO 20000 business environment, developed ShortMaze as a power tool to serve the business sector by deploying, training, and leading a key ITIL certified team of experts who play a vital role as the loyal custodians of ShortMaze. 01Tracks professional team and management have a clear roadmap for the continual improvement of its services and products to continuously meet the business challenges.

ITIL - Web - Based Service Desk Solution 
ShortMaze handles incidents, requests and provides an interface for other modules such as Change Management, Problem Management, Configuration Management, Release Management, Service Level Management, and IT Service Continuity Management. It is reliable, convenient, and secure ready to use instantly on your web browsers, which allows access to the system anytime, anywhere. 

Multi Language Support 
ShortMaze is already available in Arabic, English, and French languages, it supports Unicode language code; therefore the system can be translated to other languages like German, Spanish … etc. 

Business Rules Alerts 
Users can configure any type of alert to be sent to them through a ShortMaze Alert Notification Interface (Email/SMS), these alerts can be configured based on rules set by the user, like incident’s priority, project, change status, delay in closing …etc For example: Administrator can set a daily alert email or SMS to be sent for all critical incidents of certain projects. 

Multi Department/Branches Management 
Multiple projects management; It allows managing an unlimited number of projects, unlimited branches within an organization or customers. You can add details about your customers’ profiles, users and SLAs. 

Dashboard and Personalization 
ShortMaze Dashboard is the central place for managing users’ daily activities. For each registered user in the system there is a personalized dashboard. From the dashboard, users can view all the events, incidents, problems, RFCs assigned to them, by status, priority, date …etc. Page 6 of 20 Confidential and Proprietary to 01Tracks.

Portlets Management 
Dashboard portlets, events, incidents, problems, RFCs’ status are refreshed automatically; users do not have to refresh their dashboard to get the latest status. 

SMS/Email Notifications 
Powerful, automated, per-project SMS/Email notifications - keeps everyone informed. SMS/Email alerts are sent when incidents are created, modified, closed, reopened ...etc. 

Access Rights Management 
Role-based security & access rights, which range from the basic read-only to the comprehensive full control level. ShortMaze can even extend this flexibility to projects: each project can have an individual structure and management style. For example, each project manager can organize his/her projects along his/her preferences. 

Levels of Authority 
ShortMaze has several levels of security: 

• Super administrator: Has privilege over the entire system. For each client we train one or more users to be the    super admin(s) who will later on create the users and the entire database for his/her company. 
• Default authority user: The user will have access to records that belong to projects he/she is a member in. 
• Restricted user: The member can check the incidents in the projects that he is a member in as long as he can    view and handle incidents reported by him or assigned to him only.
• Restricted user with team leader option: The user who is the team leader is restricted but with an option to    view incidents related to his/her team. 
• Client user: Who is by default restricted he can only view incidents that he posted. 

Web Access 
ShortMaze allows your clients to submit incidents via a Web Portal, or Email, it also enables clients to view updates on their incidents and Requests For Changes – RFCs online. 

Powerful Search Engine 
ShortMaze is equipped with a powerful search engine which supports searching by attribute as well as full text search, date of submission, ownership, status, priority, ID, or subject of the incident … etc. The search can be among all projects that a user has access to. You can create your own queries and save them. Since ShortMaze allows users to save and reuse queries. The saved queries are personal queries that cannot be used by other users. In addition, it allows users to see the details of their saved queries. 

Reporting Engine 
Reports play a vital role as far as status and statistics (KPIs) of projects is concerned i.e. incidents that are opened, closed, or over due at any instant of time, can all be known from the readymade reports generated. Ad-hoc Reporting, The reports are generated by the reports’ builder option where users can configure which columns to be displayed and they can change the labels for those selected columns. Several types of reports can be generated by ShortMaze: 

• General reports 
  
• Statistical - KPIs reports 
  
• Graphical reports 
  
• Detailed lists reports 
  
• Known errors reports 
  
• Survey reports by date, user, or project 
  
• Financial reports 
  
• Log history reports 
  

Discussion Forums 
A discussion forum is an indispensable feature in the ITIL Based Service Desk Services. Discussion forums are used to Share thoughts, ideas, best practices, knowledge and experience of similar incidents. In ShortMaze, you can create as many topics and replies as you need. This helps teams to improve communication while leaving a record of those conversations.

Incident Linking 
Similar incidents can be linked to each other so actions will be cascaded along with the linked incidents. 

Attachments Management 
Upload attachments to events, incidents, problems and RFCs; each item has its own discussion thread and attachments keeping a complete history of the communication between involved members. Any number of any type (images/text/log/dat … etc) of files can be attached.

Integration with Active Directory and Windows Domains 
ShortMaze integrates with Microsoft Active Directory and with Windows domains, so users can log on to ShortMaze using their Windows users accounts, and administrators don't have to manage the user information in two places. This allows automatic logon if you use Windows authentication with ShortMaze, users can skip the logon page for using the system (Single Sign On - SSO). Page 9 of 20 Confidential and Proprietary to 01Tracks.

Outlook Integration Module 
Outlook integration is the new innovative module which provides the following features 

• ShortMaze enables notification emails to be sent to Microsoft Outlook 
  
• Register events, incidents, problems, and RFCs using Outlook screens (input forms and fields) 
  
• Ability to register received emails as events, incidents, problems, or RFCs 
  
• View events, incidents, problems, and RFCs’ status entered by Outlook screens from Microsoft Outlook itself    without logging to ShortMaze main Dashboard 
  
• View events, incidents, problems, and RFCs’ statistics and reports entered by Outlook screens from Microsoft    Outlook itself without logging to ShortMaze main Dashboard
  
• Register escalations as task items in Microsoft Outlook 
  
• Register reminders as reminder items in Microsoft Outlook 
  

ShortMaze is available in two license models based on the number of users and feature set:

1. Standard License
   
2. Enterprise License
   

The below table depicts supported features based on the type of the license.