2. Administration
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The Administration tab allows you to configure the following categories:
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Valued Applications
Ticketing & Events
Email Settings
Branding
Self Service Form Builder
Asset Import Utility
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3. Valued Applications
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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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4. Ticketing & Events
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The Ticketing & Events tab has 6 categories of configuration for tickets:
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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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5. 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 new event types by clicking the Create New button
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6. Attachments
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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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7. Parent/Child Options
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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:
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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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8. Self Service Options
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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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9. Creating a Checklist
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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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11. Ticket Templates
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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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12. Email Settings
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The Email Settings tab of the Administration page is where mail server and
account information is entered in order to enable ticketing email
functionality.
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For Gmail configuration, check the Use SSL? box and set the Email Port to
587.
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13. Branding the Self Service Ticketing Portal
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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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14. Self Service Form Builder
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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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