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Felt | Description |
Checking for submitting of time spent. | Time must be submitted in the case before it can be closed. |
Use phone number control | If a user is missing a telephone number in More Service, it must be filled in before user can proceed to registration of a case from user Web. |
Use SLA | Service level must be filled out, either automatically based on service level agreement or manually before the case can be registered. |
Use billing | Use this if you want to enable the "Invoice" field in case. When checking the "Billing" field in a case, the case will appear in reports that are billing. |
Category control | Category is required for registration of case. |
Item Object type control | Items Objects are mandatory for registration of a case. |
Check that otem object is selected when solving a case. | The item object is mandatory at the conclusion of the case. |
Possible to change password on user web | Provides a button to change passwords from userweb . |
Use "Impact" | The "Impact" field appears in the Incident - , Service -, and Access cases. |
Use SLA fields | The deadlines, SL Type and consumption Fields appear in Incident -, Service -, Access -and standard change cases. |
Exclude External users when searching | User groups marked as "External" do not appear in user search when registrating or updating Incident -, Service - / Problem - / Change cases, and also in Project. |
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Choose which part of the folder structure in the «Maintenance» module that will be made available to the user.
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Select a user group, and then choose whether the business' cases / usersuser's cases / FAQ should be shown to users on user web.
Change banner section on user web: Here you can add an image file that will appear as a banner on user web.
Links in user web: Here you can add links that will appear at the bottom of the main menu of user Web.
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Vacations and holidays submitted here are taken into account by the calendar and auto escalation of cases.
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If software is used that provides extended information about the clients, this information may appear in the cases under "User client information" and " File File reference".
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Rolle | Description |
Problem Manager | The role gets email when gets email when new problem is registered. |
Change Manager | The role gets email When gets email when New Change is registered. |
Servicedesk Manager | The person receives an email when a cases case breaks a an SLA. |
Release Coordinator | The role can choose change window for release and confirm date of production release in "Change" -> "Production" |
Knowledge base Responsible | If this field is blank, all agents can publish new FAQs. If a person is set to fill this role, this would be the only person who can publish new FAQs, and is getting email when new FAQ articles are written. |
Project Administrator | Can see all, and process all, projects. Can also delete a project. |
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