Dear,

Currently SD has only three notification methods: email, web and sms. While web requires the presence from technician whereas two others have been used only as alarms. The main problem is that these alarms are very often  outdated, overloaded and totally annoyed.  I discussed this problem with our technicians and was surprised that they just put 90% of email messages into mail trash. The integration SD with a jabber client could help avoid some of these problems. For example it will be possible to trace the technician presence and send alarms only in case if technician is available on his working place. Another positive side is additional info for SD dispatcher who can use this info in order to assign the request to specific technician.