Project Management General Settings

Configuration > Project Management > General Settings Related Guides: Creating Projects Field Type Description Enable the Project view in the tree Checkbox This opens up a new view in the tree to list project Tickets. The project details screen will then show in place of the list. When using Ticket Areas you will also need […]

Call Management General Settings

Configuration > Call Management > General Settings Related Guides: Call Management Integrations Field Type Description Show the "New Call" option on the Tickets screen to log a new Call manually Checkbox When selected, if in the ticket area and viewing a list of tickets, the "New" button on the top right can be hovered over […]

Rules

Configuration > Tickets > Rules Configuration > Sales > Rules Related Guides: Ticket Rules Details Field Type Description Rule Name Free Text This is the name of the Rule as it appears elsewhere throughout the system. Use Single Select This is where / when the Rule will be evaluated. Options include New Tickets, Existing Tickets, a […]

Reporting General Settings

Configuration > Reporting > General Settings Related Guides: Reports and Scheduling Field Type Description Dashboard to show on the home screen Single Select The dashboard selected here will be the one used at the bottom of the Home Screen. This is the global setting for this choice, but this can be overridden on Agent Level. […]

Asset Templates

Configuration > Asset Management > Asset Template Related Guides: Asset Templates Details Field Type Description Asset Type Single Select Asset Types (Which is a module found within Asset Management Config) are used to define the category which the asset falls under a type can be i.e. laptop, server, tablet, etc… Asset Number Integer When creating […]

Details

Configuration > Organisations > Select Organisation Top Bar Field Type Description Edit Button Enables edit mode, and saves changes made. Change Logo Button Opens up a menu for uploading an image to use as a Logo for the Organisation. Details Field Type Description Name Free Text Organisation name, used for email/PDF templates. Address Free Text […]

Contract (Agreement) Types

Configuration > Billing > Contract Types Field Type Description Name Free Text Determines the name of the contract/agreement type. This is used for reporting purposes, to easily see how a contract/agreement is categorised. Typically agreement types will be named based on the services included in this agreement, actual services will not be linked, this is […]

Sales General Settings

Configuration > Sales > General Settings Field Type Description Default Ticket Type for New Opportunities Single Select The Opportunity Ticket Type selected here will be used as a default when creating new Opportunities. This can still be changed upon creation manually. Default Customer/Site for New Opportunities Single Select The Site selected here will be the […]

Chat

Configuration > Chat Related Guides: Chat Bot and Chat Profiles User Chat Settings Field Type Description Chat profiles Button Opens up the menu for creating and modifying Chat Profiles. Chat Profiles allow users and agents to interact with an automated chat bot in order to obtain information or execute requests. For more information on Chat […]

Change Management

Configuration > Tickets > Change Management Related Guides: Change Management Field Type Description Show the Change Management tab on the Ticket Details screen for Change Requests Checkbox When checked, the Change Management tab will be visible on Tickets that are Change Requests. This tab will contain the following selected information. Show the "Change Information" field Checkbox […]