Administration

Site Manager

Administration

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

2Site Manager - Administration

Site Manager - Administration

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.

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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.

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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

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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

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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.

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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.

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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.

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Ticket Reassignment• Ticket reassignment gives you the ability to assign all of one user’s tickets to

another user.

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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

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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.

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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.

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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.

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Administration

Technology

Transcript of Administration