Novell Service Desk 8.1.1 and 8.1 User guide

Category
Software
Type
User guide

This manual is also suitable for

ZENworks Service Desk 8.1
User Guide
August 2019
Legal Notices
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© Copyright 2019 Micro Focus or one of its affiliates.
Contents 3
1 User Guide 7
1.1 Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.2 What's new. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.2.1 Request functionality across all Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.2.2 Service Desk Configuration & Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.2.3 Service Asset & Configuration Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.2.4 Customization and Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.2.5 Web Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.3 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.3.1 Configuring Your System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.3.2 Active Directory Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1.3.3 Configuration Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
1.3.4 Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
1.4 Basic Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
1.4.1 Mandatory Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
1.4.2 Creating an Element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
1.4.3 Editing an Element. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
1.4.4 Deleting an Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
1.4.5 Exporting to PDF and Excel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92
1.4.6 Formatting Print Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
1.4.7 List Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
1.4.8 List View Options for all Request Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
1.4.9 List Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
1.4.10 Changing Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
1.4.11 Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
1.4.12 Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
1.4.13 Remember Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
1.4.14 Working on requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
1.5 User Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
1.5.1 Default Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
1.5.2 User Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
1.5.3 User Roles & Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121
1.5.4 Administrator Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
1.5.5 Supervisor Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
1.5.6 Technician Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
1.5.7 Partner Role. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
1.5.8 Manager Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
1.5.9 Finance Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
1.5.10 Customer Role. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
2 Supervisor Guide 133
2.1 Supervisor View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
2.2 ITIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
2.3 Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
2.3.1 My Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
2.3.2 Searching for an Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
2.3.3 Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
2.3.4 Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
2.3.5 Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
2.3.6 Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
2.3.7 My Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
2.3.8 Quick Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
2.3.9 Group Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
2.3.10 Dynamic Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
2.3.11 Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
2.4 Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
2.4.1 Request Fulfillment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
4 Contents
2.4.2 Incident Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .291
2.4.3 Problem Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
2.4.4 Problem Assignment and Escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
2.4.5 Billing/Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
2.4.6 Known Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
2.5 Change. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
2.5.1 Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
2.5.2 Change Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
2.5.3 Grouping Change Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478
2.5.4 Grouping Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479
2.5.5 Related Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
2.5.6 Releases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
2.5.7 Deployments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518
2.5.8 Deployment Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524
2.6 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528
2.6.1 Configuration Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529
2.6.2 Service Portfolio Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529
2.6.3 Service Item Costs Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .534
2.6.4 Service Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 540
2.6.5 Items Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 544
2.6.6 Item Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
2.6.7 Create a Manufacturer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .580
2.6.8 Categories Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 585
2.6.9 Vendors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
2.6.10 Manufacturers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 610
2.6.11 Outages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612
2.6.12 AMIE Snapshots . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616
2.7 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619
2.7.1 Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619
2.7.2 Service Level Management Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 621
2.7.3 Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 624
2.7.4 Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 683
2.8 User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 697
2.8.1 Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 698
2.8.2 Organizational Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 707
2.8.3 Partner Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 719
2.8.4 Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 723
2.8.5 Teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 736
2.8.6 Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 762
2.9 Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 768
2.9.1 Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 769
2.9.2 Content Approval Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 769
2.9.3 Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784
2.9.4 Knowledge Base Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 791
2.9.5 Frequently Asked Questions (FAQs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 794
2.9.6 Article Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 797
2.9.7 Forums. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 802
2.9.8 Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 808
2.9.9 Surveying Customer Sentiment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 816
2.10 Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 821
2.10.1 Create a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 822
2.10.2 Trend Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 823
2.10.3 Custom Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 824
2.10.4 KPI Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 825
2.10.5 Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 826
2.10.6 Service Agreement Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 834
2.10.7 Configuration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 837
2.10.8 Organization Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 837
2.10.9 Technician Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 839
Contents 5
2.10.10 Knowledge Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 840
2.10.11 Financial Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 841
2.10.12 Report Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 842
2.10.13 Login Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 852
2.10.14 System Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 853
2.11 Finance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 853
2.11.1 Financial Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .853
2.11.2 Financial Management Applied . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 854
2.11.3 Invoices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 864
2.11.4 Purchase Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 876
3 Technician/Partner Guide 885
3.1 Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 885
3.1.1 Dashboard as default Home Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 886
3.1.2 Partner Role. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 886
3.1.3 Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 888
3.2 Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 888
3.2.1 Request Fulfillment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 888
3.2.2 Incident Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .891
3.2.3 Problem Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 893
3.3 Change. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 895
3.3.1 Change Requests Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 895
3.3.2 Change Groups Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .896
3.4 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 897
3.4.1 Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 897
3.5 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 917
3.5.1 Service Level Agreements (SLAs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 917
3.6 User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
3.7 Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
3.8 Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
3.8.1 Create a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
3.8.2 Trend Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 929
3.8.3 Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 931
4 Manager Guide 933
4.1 Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 933
4.1.1 Manager Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 933
4.1.2 Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 934
4.2 Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 937
4.2.1 Request Fulfillment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 937
4.2.2 Incident Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .944
4.2.3 Problem Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 949
4.3 Change. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 953
4.3.1 Change Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 953
4.3.2 RFC Approval Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 956
4.3.3 Releases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 960
4.3.4 Deployments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 960
4.3.5 Deployment Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 960
4.4 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 961
4.4.1 Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 961
4.4.2 Assigning an SLA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 961
4.5 User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 962
4.6 Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 963
4.7 Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 963
4.7.1 Create a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 963
4.7.2 Trend Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 964
6 Contents
4.7.3 Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 966
5 Finance Guide 967
5.1 Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 967
5.1.1 Finance Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 967
5.2 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 968
5.2.1 Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 968
5.3 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 988
5.3.1 Service Level Agreements (SLAs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 988
5.3.2 Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 998
5.4 User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 998
5.5 Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 999
5.5.1 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 999
5.5.2 Contract Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1001
5.6 Finance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1004
5.6.1 Invoices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1004
A Appendices 1019
A.1 Email Polling & Request Creation via Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1019
A.1.1 Email Polling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1019
A.1.2 Creating requests via Email. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1021
A.1.3 Monitoring Tools and Request Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1022
A.1.4 Adding Notes via Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023
A.1.5 Setting Up Team Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023
A.1.6 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1024
A.2 inserted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1024
A.2.1 Email Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1024
A.2.2 Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1031
A.2.3 Email Signatures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1067
A.3 Technician Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1069
A.3.1 Service Manager and Workflow States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1071
A.3.2 Self Assign Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1071
A.3.3 Request Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1071
A.4 Public Holidays, SLAs and Technician Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1072
A.4.1 Accessing Public Holidays functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1072
A.4.2 Creating New Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1072
A.4.3 Delete a Rescheduled Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1074
A.4.4 Public Holidays System Logic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1074
A.5 Web Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1075
A.6 Internationalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1075
A.6.1 Internationalization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1076
A.6.2 Simple Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1076
A.6.3 Compound Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1077
1
User Guide 7
1
User Guide
Section 1.1, “Welcome,” on page 7
Section 1.2, “What's new,” on page 8
Section 1.3, “Getting Started,” on page 9
Section 1.4, “Basic Procedures,” on page 90
Section 1.5, “User Roles,” on page 119
1.1
Welcome
Thank you for choosing our service management solution. Your decision guarantees your service
organization’s ability to deliver a comprehensive customer support service that meets, and even
exceeds, your customer expectations.
Easy to configure and customize, our service management solution has been developed to offer the
very best experience to users via the Web. This all-in-one support solution enables service issues to
be readily created, managed, monitored and solved, with minimal impact to your customer's
organization, allowing them to focus on their core business.
Your customers have access to a user-friendly portal that offers an easy-to-use Knowledge Base and
request tracking system. Your technicians are provided with the tools that allow them to offer effective
and efficient service. Supervisors have access to comprehensive management and reporting of the
service desk, its technicians and all support issues.
For assistance with set-up and configuration of the application, access the Configuration Steps
section of this guide. The configuration process requires the User to switch between the Administrator
Role and Supervisor Role, so in the first instance it is advisable that the person customizing the
application have both User Roles and this can be set for their account within the User tab of the
Administrator screen.
The User Guides have sections relevant to the various User Roles within the application, including:
Administrator
Supervisor
Technician
Partner
Finance User
Manager
Customer
To start using this User Guide, click on the User Guide link within the Contents tab. Or, to use the
step-by-step guide to assist with the application set-up, see Configuration Steps.
Use single clicks within the guide to open topic information.
8 User Guide
1.2
What's new
Version 7.0 includes major performance improvements, user interface updates, refinement of existing
application features and numerous Customer requests. Following is a summary of 7.0 inclusions. To
view a more complete list of new functionality in version 7.0 refer to the Release Notes.
Section 1.2.1, “Request functionality across all Processes,” on page 8
Section 1.2.2, “Service Desk Configuration & Use,” on page 8
Section 1.2.3, “Service Asset & Configuration Management,” on page 8
Section 1.2.4, “Customization and Setup,” on page 9
Section 1.2.5, “Web Services,” on page 9
1.2.1
Request functionality across all Processes
When working with requests, Users will find the following additional functionality:
Ability to convert a Service Request to an Incident, and vice versa
Customer and Line Manager Approval capability
Ability to scroll through lists
Request streams automatically updated and available in the Dashboard
Visual request type indicators within the Summary Information screen
Updated SLA progress bar with percentage displays
Ability to limit Quick Call access to a per Team base
Problem Teams can be configured to work from a queue.
1.2.2
Service Desk Configuration & Use
Supervisors will find updates in the following parts of the system:
New look Dashboard with customizable widgets and automatically updated request streams
Ability to set the Dashboard as the User Home tab
Capability to synch Calendar events with external calendaring tools
Ability to import Knowledge Base content using a .CSV file
New look Workflow and Asset Relationship maps
Access to Workflow State information via rollover functionality
Capability to queue support contracts
Access to an extended data model when building reports.
1.2.3
Service Asset & Configuration Management
Enhancements to Service Asset & Configuration Management functionality of v7.0 include:
Extended Relationship Map capability including a new look
Ability to create Outages that cover multiple Items and trigger Item Status changes
FSC dates applied to requests based on Outage windows
User Guide 9
Enhanced Customer notification capability for Outages
Ability to duplicate Item Types.
1.2.4
Customization and Setup
Administrators have access to improved functionality in the following areas:
Multiple LDAP sources can be synchronized with the system
Ability to configure and automatically send scheduled reports across User Groups
Updated Setup screens
Ability to set the Subject field to required for Technician Users
Capability to set Password Security questions
Localization capability has been extended to Team Signatures and Email Messages.
1.2.5
Web Services
The following change has been made to the Web Services functionality:
When authenticating via Web Services with LDAP, the Web Service call must specify the
authentication source as part of the request.
1.3
Getting Started
Section 1.3.1, “Configuring Your System,” on page 9
Section 1.3.2, “Active Directory Integration,” on page 10
Section 1.3.3, “Configuration Steps,” on page 24
Section 1.3.4, “Setup,” on page 26
1.3.1
Configuring Your System
Before using the service management system, please read the following important
recommendations:
Logging In
The system includes a default Supervisor and Administrator account to initially access the
application. To log in with the Supervisor account, enter the User name: super, Password: super. This
User also has the Administrator Role that allows the User to switch easily between the Administrator
and Supervisor interfaces when configuring the system.
Setting the Time Zone
It is strongly recommended that each User set the Time Zone (in the My Account tab) during their
initial login. A default Time Zone can also be configured system-wide by the Administrator within the
Setup>Privileges>Customer tab.
10 User Guide
Browser Buttons
Use the hyperlinks and buttons within the application screens, in preference to the forward and back
browser buttons. This ensures the application maintains control of the session and the data is
refreshed appropriately.
Active Directory Server Integration
When using Active Directory for User authentication, the server-side User group definitions and
subgroups must be of type ‘Universal Distribution’. The ’Domain User’ group or any other security
group cannot be added to any User group. For more information about working with directory servers,
see Active Directory Integration within the Administrator Guide.
Setting Up Billing
If Billing is to be used to manage Contracts, it is recommended that this be enabled before other
configuration is set, to prevent system disruptions.
To enable Billing:
1. Login as the Administrator
2. Select the Setup tab
3. Go to the Billing sub-menu option
4. Select Yes for Contracts
5. Complete required information (Refer to the Setup>Billing section of the Administrator Guide for
further information.)
6. Click Save.
Deleting Records
Before you begin to populate the database and use the system, it is important to note that records for
Customers, Technicians, Items, Item Types and Knowledge Base Categories or Articles are only
disabled within the application when the Delete option is selected. The records are not deleted from
the database. This preserves the integrity of your data whilst maintaining audit trails, should they ever
be required.
It is strongly advised that records are not manually deleted from the database as this may invalidate
existing relationships in the application, and cause the system to crash.
1.3.2
Active Directory Integration
Active Directory Integration
Active Directory is a unique implementation of the LDAP standard, as the requirements for
communication need to conform to the Microsoft™ Windows Authentication protocols. To meet this
need, it is necessary to enter all domains from which Users will authenticate. Multiple sources of
Active Directory can be synchronized with the system, if required.
User Guide 11
Configuring the Active Directory Integration
To configure the Active Directory integration:
1. Select Setup>LDAP
2. Click New
The LDAP/Active Directory Server screen tab is displayed.
3. Enter the Server Name
4. Select Active Directory within the Type drop down list
5. Define all the Domains from which Users will be authenticated
Domains will need to be entered in both NT and Windows 2000 domain naming systems
formats. This is because Active Directory conforms to Microsoft™, Windows NT and Windows
2000 authentication protocols.
Make entries with care, as they are not validated against the Directory Server by the system
Domain Editor.
a. Here is an example of both the naming conventions for the domain:
b. mydomain.mycompany.com
c. NT Style = MYDOMAIN
d. 2K Style = mydomain.mycompany.com
6. To import LDAP Groups, select Import Groups and specify Group Admin DN, Password and
Group Node/Base DN.
7. Click Save
8. Using the drop-down arrow, select the Default Domain, which is used in the following three ways:
on the login page
to authenticate against, when synchronizing with the Directory Server
where the system expects to find the User Groups.
9. Enter all other required fields to configure the Directory Server
12 User Guide
10. Click Save.
Repeat the above process to add more than one authentication server for authorizing User
access.
Settings Description
Security Determines how the integration layer will
authenticate. For Active Directory this should be set
to Cleartext– Username + Password. Anonymous
connections to Active Directory are rarely enabled.
Server Host Enter the hostname or IP address of the Active
Directory Server. On a Windows NT domain this will
be the primary domain controller.
Server Port The default Active Directory Server Port is 389. This
is rarely changed.
Username Used by the system to authenticate against the
Active Directory Server when reading account
information. The domain prefix/suffix will be
appended, based on the default domain, when
connecting to the Server.
Password Enter the Password for the Username account.
Users Node The component of the base domain name that
refers to the location of the User Groups .For
example, if the location of the User Groups is the
following:
ou=UserGroups, ou=MIS, dc=myoffice,
dc=mycompany, dc=com (SeeLDAP/Active
Directory Advanced Settings for information on
Group configuration.)
Groups must be in the default domain, in this case
myoffice.mycompany.com. The Users Node only
needs the location of the Groups within the default
domain, so the Users Node in this example will be:
ou=UserGroups, ou=MIS.
Group Admin Details Group Admin DN: Specify the group admin DN.
Example: cn=user, cn=users, dc=domain, dc=com
Password: Specify the password of the DN.
Group Node/Group Based DN: If this field is not
specified, then it considers the value specified in
Users Node/Base DN.
NOTE: The above options are enabled only when
you select Import Groups check-box in the Groups
section.
Locale
Default Timezone Select the default Timezone to be applied to all User
accounts imported via Active Directory.
User Guide 13
Test Button
The Test button creates a connection to the Active Directory Server, applying the configuration
settings. If successful, it will attempt to determine how many Users are in each group and display a
Results Screen.
NOTE: If the test fails, an error message will display the cause.
Sync Button
The Sync button runs the synchronization process to import all Users from the Server Directory. If
new Active Directory Accounts have been created and those Users require immediate access to the
system, a manual synchronization would be used.
Only one synchronization can run at a time. When multiple Users need access, create the accounts,
then run a single manual synchronization.
A manual synchronization may take some time as it depends on the connection speed with the
external service. The manual synchronization works best for small directories. Larger Active Directory
implementations can take some time to propagate the changes, so account information may not be
immediately available.
Importing Customers
Customer details can be imported using Active Directory by enabling the option, if required. When the
system is setup to synchronize with Active Directory, move to the Setup>Privileges>Customer tab
and enable the Include Customers option.
If there is a need to create Customers using Active Directory and the system's internal authentication
capability, Mixed Mode authentication can also be enabled. After the option to Include Customers is
set to Yes in the Customer Privilege tab, the Mixed Mode field is displayed. Set this option to Yes to
allow Customers to be created directly in the system and using Active Directory.
Imported Account Usernames
Accounts imported from Active Directory use the UPN as the Username, as opposed to the NT style
login. The domain component of the UPN is derived from the selected domain in the popup on the
login page, which means Users need to enter their login name only to connect to the support
application.
Login details are passed directly to the directory server for authentication and are not retained within
the service management system.
14 User Guide
LDAP/Active Directory Advanced Settings
LDAP/Active Directory Advanced Settings
Before setting up the LDAP/ADS configuration within the system, the Advanced settings should be
revised. The default setup assumes that the User Groups that the system uses to authenticate match
what is on the server, and that the User information imported matches the attributes available on the
server.
LDAP/Active Directory Advanced Options Set-up
To configure the Advanced options within the LDAP/Active Directoy Setup window:
1. Select Setup>Authentication
The LDAP /Active Directory Setup screen appears.
2. Click Edit
3. Move to the Advanced tab of the selected Authentication Server
User Guide 15
4. Enter the relevant details for the fields, as required
16 User Guide
Field Description
Revert to Defaults Resets the installation defaults.
Update Schedule Sets a routine synchronization to update the system
with current AD/LDAP accounts. Select the required
Daily, Weekly or Monthly intervals and
Commencement details.
Commencement Time Set the day of the week and time the system is to
start automatically synchronizing with the directory
server.
User Groups Provides imported Users Roles. (The system will
look for these groups by default)
The User Group names can be customized, only
requiring a unique name for each group. The group
names on the Directory Server must be identical to
the User Group names entered here. Customize or
use the default User Group names as necessary.
Members of each group will be assigned the
appropriate Role within the system. To assign
multiple Roles to a User, make sure they are
members of each of the required groups. Users can
have only one of the Supervisor, Technician or
Partner Roles but they can also have any other
Role or combination of Roles.
Attribute Mapping Maps attributes from the directory server to
corresponding fields in the system. Native system
fields are First Name, Last Name, Email (A unique
Email Address must be included for a User account
to be created), Phone, Mobile, Pager, Address, City,
Zip and Country.
NOTE: Mandatory User information for new and
existing User accounts include the First Name, Last
Name and Email address. If these details are not
available, the application will not validate an existing
User account and automatically reassign any open
or active requests to another valid User.
Standard:Next to each field is a drop-down menu
containing the list of default fields specific to either
LDAP or ActiveDirectory server type. For each
native name, the default fields are selected. Use the
default mapping or select the mapping attribute as
required.
Custom: Select the Custom option to manually
enter an Attribute Field.
User Guide 17
5. Click Save.
Mapping Fields to the Matching Directory Server Field
The LDAP User field headings will be replaced with any custom LDAP/ADS fields created by the
Administrator in Setup>Custom Fields. See Custom Fields. Use the drop-down list to select the
appropriate mapping to the matching directory server field or select Custom to manually enter a Field.
User details are imported when synchronization with the Active Directory/LDAP server takes place.
Imported fields cannot be modified through the service management tool directly, the appropriate
authentication server console must be used.
Import Customer Org Units
Organizational Unit relationships can also be mapped from the authentication server. By default this
is not enabled. To activate Customer Organizational Unit mapping, select Yes for the Import
Customer Organizational Units option.
GUID Global Unique Identifier
For ADS select objectGUID
For OpenLDAP select entryUUID
For eDirectory select GUID.
LDAP User fields/ Mixed Mode User Fields The LDAP User field headings will be replaced with
any custom LDAP/ADS Accounts fields created by
the Administrator in Setup>Custom Fields ( See
Custom Fields.), or Mixed Mode User Fields if the
Mixed Mode option is enabled in the Server tab.
Use the drop-down list to select the appropriate
mapping to the matching directory server field or
select Custom to manually enter a Field.
Customer Orgs Organizational Unit relationships can also be
mapped from the authentication server. By default
this is not enabled. To activate Customer
Organizational Unit mapping, select Yes for the
Import Customer Organizational Units option and
define where the Company and Department
information is to be derived.
Line Managers LDAP attribute that defines a Customer's line
manager, which is used for processing approvals on
Service and Change Requests. Only system users
with the Customer Role can be assigned as Line
Managers.
Field Description
18 User Guide
NOTE: The details of the Org. Units are not populated upon this synch, only the Org. Unit names.
For the Org. Unit details to be assigned to Customer or User Information, create the Org. Unit in the
Supervisor>User>Organizational Units tab and ensure the Org. Unit name is identical to what is
stored in the authentication server. If the details are not identical, the system will create another Org.
Unit.
Billing
The Billing module allows Users to create Invoices, Purchase Orders and manage Customer support
Contracts. Billing allows support organizations to charge Customers for support services provided,
and manage Items purchased with Service Contracts.
When the Billing module is enabled by the system administrator, the Invoices and Purchase Orders
sub-menu options are available within the application Finance tab. Purchase orders can simplify the
tracking of where and when new Items are purchased or leased. This feature is not meant to replace
an organization's original PO system, it is designed to easily link a specific PO number (and its
associated vendor and date information) with an Item.
The Invoices section allows Customers to be billed for products (Items) or support services
(Contracts) provided by the organization. An Invoice can be created when an Item and Service
Contract is ordered by a Customer. Alternatively, Invoices can be created for Service Contracts alone,
as the Item may already exist in the system.
Invoices can be generated through the following screens:
Within the Invoices section
When a request is created against an out-of-contract Item
When an Item, Customer or Organizational Unit is created, or edited to assign a new SLA.
The Billing options include:
Purchase Orders
Contracts
Invoices
Billing Description
Purchase Orders Allow Users to track Items from the moment an
order is placed to its delivery and implementation.
POs cover leased and purchased Items.
Contracts Within Contracts, Users can manage Customer
Service agreements over a specific time period.
User Guide 19
NOTE: Invoices and Contracts will not work when Global Items are in use. If Billing is enabled after
the application has been in use, a Supervisor will need to assign owners to Global Items before Billing
can be activated.
Purchase Orders
Purchase Orders
Purchase Orders can simplify the tracking of where and when new Items are purchased or leased.
This feature is not meant to replace an organization's original PO system, it is designed to easily link
a specific PO number (and its associated vendor and date information) with an Item.
Enabling Purchase Orders
To enable Purchase Orders:
1. Select Setup>Billing
2. Set the option Enable Purchase Orders to Yes
Invoices Allow Users to charge Customers for contracts.
When Invoices are activated, Contracts are
automatically enabled
Display SLA Prices Enables SLA Price fields to be visible in the SLA
Editor screen. This allows the Supervisor to allocate
costs to SLAs and assists with the calculation of
Break Even Point costs for Service Items.
See: SLAs.
Email Notifications (This option is visible when Contracts are enabled.)
Enables the system to update Finance Users via
automated emails, regarding Invoice and/or
Contract related matters.
Global Settings
Currency Defines the currency that is to be automatically
applied by the system for all financial transactions.
Billing Description
20 User Guide
3. Set the default tax rate
The percentage amount entered here is applied by default to all POs.
4. Enter the Company Details to be used on the PO
5. In Global Settings, select the preferred currency
6. Click Save.
NOTE: A logo can be applied to system generated POs by adding the graphic within the
Setup>Customize tab. (This option is only displayed when the Purchase Orders functionality is
enabled within the Setup>Billing tab.)
The Purchase Order sub-menu option is made available within the Finance tab for Finance,
Supervisor and Technician Users, when enabled.
Contracts
A Contract is made up of a Service Level Agreement (SLA) and a Service Delivery Period (start and
end time). They can be used to manage an entitlement to service from a start date, through to an end
date.
Contracts and Invoices are used together when the Service Desk needs to charge its Customers for
any support provided. Billing within the system is on a per Contract basis, and is enabled
automatically when Invoices are activated.
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Novell Service Desk 8.1.1 and 8.1 User guide

Category
Software
Type
User guide
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