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Site Manager
Administration
Administration
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The Administration tab allows you to configure the following categories:
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Valued Application...
Valued Applications
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•

•

For an important software application that you want to track for compliance
reporting, the fi...
Ticketing & Events
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The Ticketing & Events tab has 6 categories of configuration for tickets:
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Event Type...
Event Types
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Here you can edit or remove existing event types that are used when
creating tickets.
You can also create...
Attachments
•
•
•

Choose whether you want to give Self Service users the ability to upload
attachments when editing ticke...
Parent/Child Options
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•
•
•
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The default (Cascade None) disables parent/child options. To enable them, click the Cascad...
Self Service Options
•

In Self Service Options you can allow users of the Self Service Portal to
select retired assets, o...
Creating a Checklist
•

•
•

For a given event, the checklist will display a question, suggestion, or other
text that you ...
Ticket Reassignment
•

Ticket reassignment gives you the ability to assign all of one user’s tickets
to another user.

Sit...
Ticket Templates
•

•

•

Use the Ticket Templates
interface to define child
tickets that are automatically
created for a ...
Email Settings
•

The Email Settings tab of the Administration page is where mail server and
account information is entere...
Branding the Self Service Ticketing Portal

•

•

Customization options are available for
the Self Service Ticketing Porta...
Self Service Form Builder
•

•

•

Further customization of the
Self Service Ticketing Portal
can be implemented on the
Se...
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Administration

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Transcript of "Administration"

  1. 1. Site Manager Administration
  2. 2. Administration • The Administration tab allows you to configure the following categories: – – – – – – Valued Applications Ticketing & Events Email Settings Branding Self Service Form Builder Asset Import Utility Site Manager - Administration 2
  3. 3. Valued Applications • • • For an important software application that you want to track for compliance reporting, the first step is defining it as a Valued Application. On the Administration page, the Valued Applications tab lists the currently defined applications. Click the button to create a new Valued Application. The application name, version, and vendor should be entered as they appear in the installed applications listing for a compliant system. You can view this listing by clicking on the system’s icon on the Site Summary page. Site Manager - Administration 3
  4. 4. Ticketing & Events • The Ticketing & Events tab has 6 categories of configuration for tickets: – – – – – – • Event Types Attachments Parent/Child Options Self Service Options Ticket Reassignment Ticket Templates Each one can be clicked and then expanded. Site Manager - Administration 4
  5. 5. Event Types • • Here you can edit or remove existing event types that are used when creating tickets. You can also create new event types by clicking the Create New button Site Manager - Administration 5
  6. 6. Attachments • • • Choose whether you want to give Self Service users the ability to upload attachments when editing tickets Define the maximum number of attachments that can be associated with a ticket Define the maximum file size Site Manager - Administration 6
  7. 7. Parent/Child Options • • • • • The default (Cascade None) disables parent/child options. To enable them, click the Cascade radio button, and select other options: Automatically resolve children: When a parent ticket is resolved, so are any child tickets associated with it. Automatically reactivate children: When a parent ticket is reactivated, so are any child tickets associated with it. Automatically reassign children: Reassigning a parent ticket also reassigns any of its child tickets. Automatically populate children: Values from a parent ticket are populated in child tickets. When this radio button is clicked, you may select from the following fields: – – – – – – – – – • Site Group Priority Level Location Assigned To Event Type Room Number Asset Information Customer Information Use the Ticketing interface to associate tickets as parent/child. Site Manager - Administration 7
  8. 8. Self Service Options • In Self Service Options you can allow users of the Self Service Portal to select retired assets, or keep the default of active assets only. The Self Service Checklist menu lets you configure a checklist to be provided to users of the Self Service Ticketing portal based on the type of problem reported. Site Manager - Administration 8
  9. 9. Creating a Checklist • • • For a given event, the checklist will display a question, suggestion, or other text that you enter (the Item), along with a textbox, checkbox, or yes/no interface to capture the user’s response (the Response Input Type). Here is an example of a checklist that will be displayed to a Self Service Ticketing user when a printer event is reported. The user’s responses will be added to the ticket to be viewed by technicians. Site Manager - Administration 9
  10. 10. Ticket Reassignment • Ticket reassignment gives you the ability to assign all of one user’s tickets to another user. Site Manager - Administration 10
  11. 11. Ticket Templates • • • Use the Ticket Templates interface to define child tickets that are automatically created for a new ticket that uses a particular event type In this example, creating a new ticket with New Office Employee Event will spawn three child tickets, with priorities and summaries as defined here Child tickets can be populated with information entered in the parent ticket as configured in Parent/Child options Site Manager - Administration 11
  12. 12. Email Settings • The Email Settings tab of the Administration page is where mail server and account information is entered in order to enable ticketing email functionality. • For Gmail configuration, check the Use SSL? box and set the Email Port to 587. Site Manager - Administration 12
  13. 13. Branding the Self Service Ticketing Portal • • Customization options are available for the Self Service Ticketing Portal. Using the drop down menu, navigate to the Administration page and select the Branding tab. In the Self Service Header Text box, enter the text that should appear in the header of the Self Service Portal. To add a Self Service Logo, browse to an image that can be displayed by a supported browser. When finished, click the Save Changes button. Browse to the Self Service Portal to review your custom branding. Site Manager - Administration 13
  14. 14. Self Service Form Builder • • • Further customization of the Self Service Ticketing Portal can be implemented on the Self Service form builder tab Any text area that is editable can be changed by clicking the text and typing in any desired changes. When finished, click the Save button to save your edits. By clicking the Clear button you can remove all custom text from the form and reset to Site Manager’s default text. Site Manager - Administration 14
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