Solutions

Administrator Guide

Vision Helpdesk Module Settings

Karishma Sibal Apr-21st, 2015 11:15 2 0

Module

Vision Helpdesk provides various modules in the system which you can enable or disable as per your requirement. Each module consists of general settings which you can manage as per your business requirements.

In this section you are able to create and manage the modules. The development of your own modules is also possible where you can extend the functionality of the system according to your requirement.

Path : Admin settings >> System >> Module 


System offers three types of modules:

Default modules: There are 13 modules that are provided as the default modules. Those are home, Incident, client, solutions, billing, blabber, report, gamification, task, forums, drive, ITIL, and Asset (user using service desk).

Core modules: Core modules consist of client, home and Incident which cannot be disabled.

Custom/ user-developed modules: You can create a custom module according to your needs.


Home

Home also is known as Dashboard which provides you a quick overview of all the modules present in the helpdesk like Incidents, clients, task, etc. and it also shows the recent Incident activities performed.

Home module gives an overview of various modules. It incorporates all the functionality related to the dashboard. It is a core module which cannot be disabled.

Path : Admin settings >> System >> Module >> Home

Entry fields

Title: Title is the text that will be used in tab titles. By default, it is Home in this system.

Header title: Header title is the text that will be used in browser page header title.

Update: You can update the details from here.


Incident

Incident module allows managing all Incident related settings. This module is the core model hence cannot be deleted or disabled.

Path : Admin settings >> System >> Module >> Incident


Entry fields

Title: Title is the text that will be used in tab titles. By default, the title is “Incident” in this system.

Header title: Header title is the text that will be used in browser page header title.

Domain: This will allow you to select the domain with which you can operate the following settings.

Number of attachments: Permit clients to attach the number of attachments in various formats to one Incident.

Allowed attachment extensions: Specify the extension type of attachments which clients should attach over an Incident/Problem/Change (For example Doc, pdf, HTML).

Note: If there is no input to this field then all the extensions will be allowed.

Max allowed size for attachment (in KB): Specify the maximum size for the attachment here. Hence the size of the attachment should not exceed from the one that is specified.

Add merged Incidents email as recipients: When multiple Incidents are merged then all the Incident posts get merged into one Incident and the email of these merged Incidents can be added as the recipients. When Staff replies to the merged Incidents then all the merged email recipients will receive staff reply.

Incident hash generation: Incident hash is the unique Incident ID which is system generated. Below are two types of Incident hash:

1) Random: The Incident hash will be generated randomly.

2) Sequential: The Incident hash will be generated sequentially depending upon the prefix and number specified in the fields.

If the sequential Incident hash generation is selected then the below two fields will appear.

1) Incident hash prefix: When sequential Incident hash generation is selected then the “prefix” for the Incident hash can be specified here.

2) Numbering starts from: The numbering from which the Incident hash should begin is specified here.

Incident post count: The maximum numbers of the post that should appear for an Incident on one page can be set from here.

Priority: The priority field can be made visible on the Incident by selecting either of the option (Manage Portal / Client Portal / Both). For instance, if you want priority on “manage” portal Incidents, then you can select “manage” in the drop-down option available.

Display justification for priority change: Here you can select yes or no and if you select yes you need to specify the reason for the change of priority.

Urgency: The urgency field can be made visible on the Incident by selecting either of the options. (Manage Portal / Client Portal / Both) For instance, if you want the urgency only on the “manage” portal Incidents you can select just manage in the drop-down option available.

Impact: The impact field can be made visible on the Incident by selecting either of the options. (Manage Portal / Client Portal / Both) For instance, if you want the impact only on the “manage” portal Incidents you can select just manage in the drop-down option available.

Impact details: Here you can select yes or no and if you select yes you need to specify the reason for the change of impact.

Incident type: The Incident type field can be made visible on the Incident by selecting either of the options. (Manage Portal / Client Portal / Both) For instance, if you want the Incident type only on the “manage” portal Incidents you can select just manage in the drop-down option available.

Incident category: The Incident category field can be made visible on the Incident by selecting either of the options. (Manage Portal / Client Portal / Both) For instance, if you want Incident category only on manage portal Incidents you can select “manage” in the drop-down option available.

Display subcategory: Set permission to display sub-category on either of the portals. (Manage Portal / Client Portal / Both)

Display item: Set permission to display the item of the sub-category on either of the portals. (Manage Portal / Client Portal / Both)

Level: The Level field can be made visible on the Incident by selecting either of the options. (Manage Portal / Client Portal / Both) For instance, if you want level just on manage portal Incident you can select manage in the drop-down option available.

Location: The location field on the Incident can be made visible by selecting the portal option in the drop down. (Manage Portal / Client Portal / Both) For example: If you select the manage portal, the location field of the Incident will be available only for the manage portal.

Attach CI: You can enable or disable the option of CI to be displayed on the client portal.

Append Incident post: This is the subject matching option where you can append the post either subject wise or by using the Incident hash.

Display inline images: If set to –

Yes – Inline images will be displayed in Incident post.

No – Inline images will be hidden and a link on Incident post will be shown which user can click and see inline image.

Display IP address to staff: Whether the IP address of the customer should be displayed or not on the Incident post can be mentioned here.

Display reason for Incident closure: Here you can select yes or no and if you select yes you need to specify reason for Incident closure.

Add Incident read entry to audit log: Incident read entry will be added into audit log when staff/agent will open the Incident.

Display amount on time track: Amount field on the time tracking is optional so if you don’t want your staff to add or view the amount, you can disable the amount column from being viewed.

Update: You can update the changes done in Incident module from here.


Client

Client module allows you to manage the client related settings. It is one of the core modules which cannot be disabled.

Path : Admin settings >> System >> Module >> Client

Entry fields

Title: Title is the text that will be used in tab titles. By default, it is termed as “client” in the system.

Header title: Header title is the text that will be used in browser page header title.

Domain: Select the Domain or Company name for which you want to apply below settings.

Auto approve registration: If you set the Auto approve registration to “Yes” then all the registered client would be auto approved and they would be able to submit the Incidents directly. If it is set to “No” then staff has to manually approve the clients after registration.

Enable captcha on register: It will decide whether to enable captcha during the client registration or not. One can enable or disable captcha on the register page and submit Incident page of client portal. This will allow you to reduce spam occurrence. There will be no captcha for logged in clients while submitting Incident.

Auto-generate organization: The client’s email id domain will be automatically converted into the organization after receiving the email.

For example: Suppose the client's email id is [email protected] then redstar.com organization will be generated automatically.

Ignore organization: After selecting “Yes” in autogenerating organization this field will appear. Here you can set the repeated and common domain of emails like Gmail, Yahoo mail, etc., which need to be ignored and not converted to organizations.

Additional emails: This will allow the client to add additional emails to their profile.


Solutions

Solution module settings allow you to manage the knowledge base/solutions. This section allows you to manage the changes to global settings for the solutions module.

Path : Admin settings >> System >> Module >> Solutions

Entry fields

Title: Title is the text that will be used in tab titles. By default, it is “solution” in this system.

Header title: Header title is the text that will be used in browser page header title. Here it is Solution.

Domain: Select the Domain or Company name for which you want to apply below settings.

Solutions suggestion: Solution suggestions can be made available for manage or client portal which will suggest available articles based on the keywords specified for the articles.

Allow comments: Set permission for clients to add a comment over the solutions.

Allow ratings: Set permission for clients to rate the solutions.

Auto approve comments: If you set it as “Yes” the comments for the solutions get approved automatically without consent otherwise you have to manually approve the comment each time.

Enable captcha on solutions: When a client needs to submit a comment through knowledgebase or make any type of suggestion then he needs to undergo image verification for this. The captcha for the solution can be enabled or disabled from here.

Update: You can update the changes done in the solutions module from here.


Billing

Billing module incorporates Incident billing features. It allows you to bill your end user either time base or Incident base. This section allows you to enable or disable this module in system and also offers some global settings.

Path : Admin settings >> System >> Module >> Billing


Entry fields

Title: Title is the text that will be used in tab titles. By default, it is billing in this system.

Header title: Header title is the text that will be used in browser page header title.

Domain: Select the Domain or Company name for which you want to apply below settings.

Note: Below fields are used to display company information on the Invoice page

Company name: Company Name specified here is displayed over the generated Invoice.

Email address: Mention company email address.

Pay to text: It is the text that can be seen on the invoice generated for the client.

Website URL: Add your company’s website URL.

Logo URL: Add your company’s logo URL.

Invoice due on(days): You can select the invoice due days.

Update: You can update the changes done in the billing module from here.


Blabby

Blabby is the social hub and also the collaboration tool for the staff members in an organization to communicate among themselves. All the settings related to blabby can be done from this Blab module.

Path : Admin settings >> System >> Module >> Blabby


Entry fields

Title: Title is the text that will be used in tab titles. By default, it is Blab in this system.

Header title: Header title is the text that will be used in browser page header title. Here it is Blab.

Blab count: Blab count specifies the number of the blabs that will appear per Blab page. It can be set up accordingly. By default, there are 10 blabs that are displayed per page.

Send notification for new blab: This will allow sending a notification to the staff whenever new blab is created

Update: You can update the changes done in Blabby module from here.


Report

Reports module manages analytics part in the system. You can enable or disable this module according to your requirement.

Path : Admin settings >> System >> Module >> Report


Entry fields

Title: Title is the text that will be used in tab titles and which is Report over here.

Header title: Header title is the text that will be used in browser page header title. Here it is Reports.

Update: You can update the changes done in the report module from here.


Gamification

Gamification module is for employee engagement. It also helps to trace out staff performance based on how they are handling Incidents and other activities. Below are the general settings related to Gamification.

Path : Admin settings >> System >> Module >> Gamification

Entry fields

Title: Title is the text that will be used in tab titles and which is gamification over here.

Header title: Header title is the text that will be used in browser page header title. Here it is gamification.

Update: You can update the changes done in the gamification module from here.


ITIL

In this service desk system, you are able to manage the ITIL (Information Technology Infrastructure Library) feature of ITSM (IT Service Management).

Path : Admin settings >> System >> Module >> ITIL


Entry fields

Title: Title is the text that will be used in tab titles and which is ITIL by default.

Header title: Header title is the text that will be used in browser page header title. Here it is ITIL.

Domain: Select the Domain or Company name for which you want to apply below settings.

ITIL Hash generation: Here you can specify the way you want the hash generated for problems, changes, releases, service requests and contracts.

There are two ways for it:

1) Random: The hash will be generated randomly using a combination of alphabets and numbers.

2) Sequential: The hash will be generated sequentially depending upon the prefix and the number that is specified for the field.

If sequential ITIL hash generation is selected then the below fields will appear for it.

1) Services prefix: Add prefix for Service Request to display on Incident Hash.

2) Problems prefix: Add prefix for Problems to display on Problem Hash.

3) Changes prefix: Add prefix for Changes to display on Change Hash.

4) Releases prefix: Add prefix for Releases to display on Release Hash.

5) Contracts prefix: Add prefix for Contracts to display on Contract Hash.

6) Numbering starts from: The numbering from which ITIL Incident hash should begin is specified here.

Update: You can update the changes done in ITIL module from here.


Task

Task module incorporates settings related to task management feature. Task management allows staff members to create internal task, sub tasks and recurring tasks.

Path : Admin settings >> System >> Module >> Gamification


Entry fields

Title: Title is the text that will be used in tab titles and which is task over here.

Header title: Header title is the text that will be used in browser page header title.

Task list count: Here you can enter the number of task you want to display in task list.

Task email notification: You can notify your staff members on their registered email address regarding Task operations.

Update: You can update the changes done in the task module from here.


Forums

Forums are an online community where you can share organized discussion with your clients. Here your clients can communicate with Staff as well as with other clients on any topic, question, answer related to products and services. Below are general settings related to Forums

Path : Admin settings >> System >> Module >> Forums

Entry fields

Title: Title is the text that will be used in tab titles of this module.

Header title: Header title is the text that will be used in browser page header title.

Domain: Domain will specify the name of the company for which you will be making changes in rest of the settings followed below.

Auto approve comments: This setting decides if you wish to auto approve comments posted by customers.

Forum notification: If you want to allow some staff or all staff for getting all the notification coming in the forum you can select the option according to your choice.

Update: You can update the changes done in the forum module from here.


Drive

Drive module is used for the storage and file backup of the data in this system. That can include documents, presentations, spreadsheets, etc.

Path : Admin settings >> System >> Module >> Gamification

Entry fields

Title: Title is the text that will be used in tab titles of this module.

Header title: Header title is the text that will be used in browser page header title.

Drive list count: Here you can add the list count on a single page of the drive.

Update: You can update the changes done in the drive module from here.


Assets

Title: Title is the text that will be used in tab titles of this module.

Path : Admin settings >> System >> Module >> Gamification

Header title: Header title is the text that will be used in browser page header title.

On-Going Audit: Here if you mark the ongoing audit as Yes- you cannot modify/make changes to the asset module. And if it is marked as No - you can modify/make changes to the asset module.

Auto-mapping of software-contract : If you select yes, then the asset will be automatically mapped to contract.

Update: You can update the changes done in the Asset module from here.

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