Incident Management

Related Articles: SLAs Ticket Types Workflows Actions Incident Management aims to minimise the negative impact of incidents (unplanned interruptions or reductions in quality of a service) by aiming to restoring normal service operation as quickly as possible.  This is done through a thorough ticket record with a custom workflow aimed at managing the actions performed […]

Modifying and Adding Workflows

How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]

Altering Ticket Types

In this guide we will cover: – What are Ticket Types?  – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]

Ticket Templates

In this guide we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Setting Custom Table Default Values (v2.206.1+) – Applying Templates – Filtering for Templates by Group – Default Option on a Ticket Area – […]

Actions

In this guide we will cover: – New Action Screen – Details Tab – Defaults Tab – Field List Tab – Other Uses Tab – Restricting Access – Action Groups Admin Guides: Actions Related Guides: Access Control Actions: System Uses  Custom Fields Actions define what you can do on a ticket. Performing an Action on […]

Approval Processes Overview

In this guide we will cover: – What are approval processes and when are they used?  – Creating an Approval Process – Additional Settings Against the Step – Triggering an Approval Process – Approving  – Overriding Approvals – Delegate approvals – Example Approval Process Admin Guides: Approval Processes What are approval processes and when are […]

Service Level Agreements (SLAs)

In this guide we will cover: – Override SLA at Ticket Type Level – SLA Hold Reminders – Workdays Module – SLA Module – SLA Auto-Release Option – Approval Processes – Follow-Up Date Column – Resetting Respond-By Targets – Create SLAs from XLS Import (v2.204+) Admin guides: SLA General Settings Service Level Agreements Workdays Tickets […]

Statuses

In this guide we will cover: – Status Configuration – SLA Settings – Email Settings – Miscellaneous Settings – Load Balance Restrictions – Ticket Type Status Changes – Workflow Status Restrictions For a detailed list of all settings along with their descriptions for Statuses and Ticket Types click on these links: Statuses Ticket Types Statuses are […]

To-Do Lists

The following video is by Renada Elegant Solutions, one of our onboarding partners. This video covers setting up to-do lists, attaching them to tickets manually and also attaching pre-configured to-do lists by matching a ticket rule and applying a ticket template with a to-do list attached. The other more complicated setup explained in this guide, […]

Software Releases

In this guide we will cover: – What is the Software Releases functionality?  – Configuring Software Releases – Using Software Releases – Logging work for a release (tagging tickets to a release)  – Viewing the changes made within a version – Sending Release emails – Tracking Release Issues and Statistics Associated administrator guide:  Software Releases […]