News

4. 20. 16
STAT desk 1.0 is here..

 

         For those organizations that do not already have a help desk application and need fast issue resolution, STAT desk 1.0 is here. STAT desk is a lightweight help desk application that integrates seamlessly with STAT ticket and is a great fit for small to mid-sized organizations.


1. 5. 16
STAT Real Time released..

 

         STAT Real Time (RT) has been the primary development goal of the STAT Ticket team for several years and we’re excited to get it into your hands. With Real Time any STAT user can create automated responses to tickets matching criteria they create. For instance; a STAT Ticket that reports a specific EHR error can respond immediately to the sender with a solution to the error they’re receiving. Real Time can also be used to keep end users informed of an application downtime with an explanation of downtime procedures. With Real Time, Organizational support knowledge is reused, end user time is saved, issues are resolved instantly, and support personnel burden is reduced.


7. 10. 15
Surge Alerts is here

 

         STAT users have long recognized that a spike in STAT tickets is often the first indication there is a systemic issue occurring in their IT ecosystem. Even with advanced application monitoring systems in place you can’t beat the insight your end users have when it comes to recognizing subtle issues taking place across the network. Now with Surge Alerts, Smart Rules can be created to notify the appropriate team of an unusual increase in STAT tickets. Notifications can consist of email, pager, phone or text.


6. 2. 15
STAT Log Collector has arrived

 

         The log collector lets you add any log file to the ticket and fully indexes the log file for searching and Smart Rule triggering. There is no size limit to the logs.


4. 10. 14
STAT STS 4.0 Released…..

 

         STAT Ticket releases the most significant STS version since 1.0. Faster, Smarter, and unparalleled new features that continue to set the bar in healthcare IT and infrastructure reporting. The new data storage engine will make the long awaited Real Time Respone (RTR) a reality with a release date of this August.


2. 4. 14
Free pilot program...

 

         Some things must be seen to be believed which is why STAT is pleased to announce a free pilot program. Hospitals can try STAT at no cost and minimal resource allocation. Pilot participants can choose between a preconfigured STAT server or a remotely configured virtual machine. STAT personnel will dedicate themselves at no cost to participating hospitals to create customized Smart Rules and demonstrate the full potential of STAT Ticket to improve clinician and IT Support satisfaction.


2. 24. 12
SMS Text Support Is Here...

 

         End users can now send STAT Tickets as text messages with their mobile phones. With a unique 10 digit phone number, facilities can receive text messages from employees. From the perspective of the employee, sending a text to STAT Ticket is no different than sending a text message to a friend. When the STAT Ticket server receives the text it applies the same rules it does to traditional STAT Tickets – the message body is parsed for keywords which are used to notify appropriate personnel. .


10. 15. 11
Version 3 Enterprise Released!...

 

         The most advanced IT issue reporting tool to date has arrived . STAT Ticket Enterprise 3.0 has been released. STE 3 takes the v 2.5 simplicity end users love and the actionable information IT has raved about and adds new features that put STAT Ticket in a class of its own. Automatic Active Application identification and data collection combined with Smart Filters make intelligent ticket routing a reality. No more tickets bouncing around the wrong queues before finally arriving the in correct IT SME’s queue. SME’s can easily setup their own rules with Filter Builder (e.g. “IF ActiveApp = “Outlook” -> Send Ticket Notification to “The Email Team” AND “JSmith”). And of course, STAT Ticket continues to integrate with popular Help Desk Suites like BMC RemedyTM, Track-ItTM, and other popular offerings that support email or web service ticket generation.


05. 31. 11
STAT Cloud debut June 15...

 

         You no longer need your own STAT Ticket Server (STS). The STS in the cloud opens this June and will make getting up and running with STAT Ticket a 5 minute process. Connect to your STAT Web portal from anywhere and manage tickets, configurations, reports, and Modules.


05. 15. 11
Active Directory Module v3 nearing release...

 

         The latest Active Directory Module will be available June 7. The new module provides STAT Admins the ability to include any user attributes from Active Directory in the STAT Ticket. Examples of attributes are phone, pager, extension, building, floor, room, group memberships and much more.


03. 30. 11
STAT Cloud beta testing begins...

 

         Beta testing of the new STAT Cloud STAT Ticket Server (STS) has begun. STAT Clound eliminates the need for a local STS and allows sites to get up and running with STAT Ticket in minutes.


01. 10. 11
Network Information Module enhancements...

 

         Now when you view the Network Information section of a STAT Ticket you'll notice a new subreport that displays IANA port descriptions for all the well known ports that were in use on the PC when the Ticket was created. No more looking up those myster ports.


11. 02. 10
The many colors of STAT Ticket...

 

         The STAT Ticket Client (STC) configurator now lets you brand and theme the client with your organization's logo and colors. Instead of STAT Ticket orange and blue you can choose any color combination you can think of. Show off your IT department's right brain with your company colors!


8. 24. 10
Windows 7 64bit...

 

         STAT Ticket has been certified on Windows 7 64bit PCs.


05. 21. 10
STAT Ticket at NENIC 2010...

 

         Thanks to everyone at NENIC for stopping by our table to see what STAT Ticket is all about. The NENIC symposium was the perfect place to show off an application that was born from the recommendations and feedback of busy nurses.


03. 03. 10
STAT Ticket debut at HIMSS10 a success...

 

         Stat Ticket's official debut as a commercially available product was at HIMSS 2010 in Atlanta, GA.  The feedback we received from the attendees was very positive and we also left with a bunch of fresh ideas to make Stat Ticket even better.


02. 18. 10
STAT Ticket’s name is changed to STAT Ticket...

STAT Ticket’s name is changed to STAT Ticket. It was a good name for 3 years but unfortunately there are some market ambiguity issues.

 

02. 15. 2010
HIMS2010 booth 3418...

 

 

See STAT Ticket in action at the Moses Sleeper at HIMS2010 booth 3418 March 1 - 3

 

01. 20. 2010
STAT Ticket Version 3...

 

 

STAT Ticket Version 3 feature set development has begun. Request to be added to the list of beta testers for the June beta release

 

 

 

 

About us

STAT Ticket (formerly Quick Ticket) was originally developed by hospital systems admins 3 years ago who realized one of the biggest challenges facing IT departments was the lack of useful feedback "from the field" either because end users were often too busy to report problems or didn't remember how because it's not (or shouldn't be) something that is practiced frequently. After all, how can you ask a nurse to fill out a web form to report a bad keyboard while holding a crying 2 day old patient?
   The second challenge was, even though well meaning, end users took the time to fill out the help desk web form they sometimes omitted valuable troubleshooting information or mistyped a name, model, or cryptic error message.


We observed that in general there are four categories of end user computer issue reporting scenarios.

  1. User requires immediate assistance and will contact the Help Desk by phone.
  2. User opens a Help Desk ticket when they have time and the Help Desk (or other IT employee) subsequently contacts the user to gather more information and resolve or triage the issue.
  3. User is not in a position to report the problem because they forgot the process for reporting issues or they plan to report the issue later but often never do.
  4. User ignores the issue and/or finds another computer to use and the issue will never be reported.

Working closely with the Help Desk and end users we set out to write a new tool that must abide by these principles:

  • No more than 2 clicks to send a bare bones ticket. That includes launching the tool and sending the ticket.
  • Don't force end users to fill out any information if they don't want to, just be glad they've taken the time to send a ticket. This new tool should be smart enough to suggest what the problem is with a screen shot or the information gathered behind the scenes
  • Put shortcuts to this new tool everywhere - desktop, startmenu, quick launch, and system tray.
  • This new tool should require almost zero training to use. Advertising it's existence to the user community should be enough. Training is just not an option.

How STAT Ticket stacks up to the 4 end user reporting scenarios

STAT Ticket in its current incarnation addresses categories 2, 3. STAT Ticket v3 will begin to address categories 1 and 4.

Category 1: STAT Ticket does not call the Help Desk in real time so it does not meet the needs of a category 1 end user scenario however STAT Ticket is often used in conjunction with a Help Desk phone call because it provides the technician a quick look at what the user sees plus system and application information.

Category 2: STAT Ticket improves the quality of and reduces time to resolution of category 2 issue reporting by including vital PC state information in the ticket such as system resources, running applications, connected servers, and most importantly by including a screen shot of the actual error message (a picture is worth a thousand words).

Category 3: Due to the ease of using STAT Ticket (double click desktop icon and click send), users are more likely to report problems that would otherwise never be reported. STAT Tickets are often the first indication of a system wide application failure.

Category 4: STAT Ticket cannot detect a predefined error messages and automatically and silently (w/o user notification) send errors to the Help Desk. STAT Ticket v3 however will detect some system events such errors and event log entries.