Learning Series. Volume 12: Configuration

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1 Learning Series Volume 12: Configuration

2 NOTICES ServicePRO Learning Series Edition November 2014 HelpSTAR and ServicePRO are registered trademarks of Help Desk Technology International Corporation. This publication may not be reproduced, stored in a retrieval system, or transmitted in any form without the written permission of Help Desk Technology Corporation. Trademarks ServicePRO, HelpSTAR, Help Desk Technology, and the Help Desk Technology logo are registered trademarks of Help Desk Technology Corporation. Unless otherwise provided in this document, marks identified by, and SM are registered marks, trademarks, and service marks respectively of Help Desk Technology. All other trademarks are the property of their respective owners. Microsoft, Microsoft Office, Windows, Excel, Visio, Windows NT, NET are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Adobe Reader is either registered trademarks or trademarks of Adobe Corporation in the United States and/or other countries. Help Desk Technology Support For additional support information, visit us at: Call us at: , Option 3 for Technical Support i Learning Series Vol Configuration

3 Table of Contents Configuration... 1 Active Directory Sync... 1 Import Settings Tab... 2 Field Mapping Tab... 3 Schedule/Import Now Tab... 4 Saving Settings and Running the Import... 4 Tips and Best Practices... 4 System Accounts... 5 User Accounts... 8 System Text Messaging Account Encryption Priority Escalation System Options Business Hours Auto Discovery Set Charge Rates Customize Tab ii Learning Series Vol Configuration

4 Configuration Active Directory Sync ServicePRO s Active Directory Synchronization and Import Utility allow you to quickly import users from other applications, or directly from your Active Directory database. ServicePRO can be configured to import users and related user data from Active Directory. You can also schedule the update of user information from Active Directory on a regular basis. Always take the following precautions when importing data: If you already have existing users in ServicePRO it is optimal if their user names are identical to the user names being imported from ADS, otherwise they could be created as new users, thus creating duplication. If there are discrepancies between existing ADS and ServicePRO user names, you can remove the user name mapping and use the addresses as a key field mapping. If the Organizational Unit field is populated in ADS, you should map it to the ServicePRO Organizational Unit field. You must also select a default ServicePRO Organizational Unit for new users. New users will be associated with this default Organizational Unit in instances where a Organizational Unit value has not been specified or mapped, or is otherwise empty in Active Directory. 1. On the Configuration tab, click on the Active Directory Sync option to configure import parameters. 2. Each tabbed window is discussed below. 1 Learning Series Vol Configuration

5 Import Settings Tab In the Domain Type work area, click on the radio button that defines the domain from which you want to import users (Trusted Domains or Forest). You can select a single Active Directory domain or multiples domains. From the Import Users from the following Active Directory Groups/Units work area, select the source of the users you want to import. The default value is "All Users In Your Current Domain." To change this setting, click Edit. For example, you can import users from different units or groups into specific Organizational Units. If the Organizational Unit field is not populated in Active Directory, click the cells in the Select Organizational Unit and/or Select Team columns to specify the Organizational Units and/or with which the users will be associated, as shown below. Figure 1. Selecting Organizational Units. 2 Learning Series Vol Configuration

6 Field Mapping Tab By default, only user names are imported. To import additional user data such as Telephone Number, Address, and Organizational Unit highlight a field name in the ADS Field column then click on the Add button as shown below. To select a key field or primary key in which ServicePRO should import user data, click on the checkbox in the Use as Unique Identifier? column next to the desired field. ServicePRO uses the unique identifier to prevent creating duplicate users and to import data in relation to this key (such as name). Select a default ServicePRO Organizational Unit for new users from the Default Organizational Unit When ADS Organizational Unit is Empty drop-down list. New users will be associated with the default Organizational Unit when an Organizational Unit value has not been specified in Active Directory. 3 Learning Series Vol Configuration

7 Schedule/Import Now Tab To run an Active Directory import immediately, click the Import Now button. Select Enable in the Import Schedule settings if the Active Directory import should run automatically at the specified scheduled times. Specify if the import should daily or weekly. Enter the import frequency. When an Active Directory import runs, a log files is created to record any errors that occurred during the import. The log file can include new user and updated user data by click on the applicable checkboxes. To clear the Active Directory log file of older entries, enter a value in the Clear log every field. Saving Settings and Running the Import Click OK when you have finished configuring the import parameters. When the scheduled time arrives, ServicePRO will scan the Active Directory and import new and updated user information. Imported users are added as end users with their ServicePRO logins enabled. If the users addresses are included in the import, their ServicePRO logins will also be enabled. Tips and Best Practices ServicePRO does not synchronize its passwords with passwords associated with Active Directory credentials with ServicePRO and AD authentication. ServicePRO maintains a separate set of passwords. ServicePRO uses pass-through authentication to determine that a user is logged into a workstation using their Active Directory credentials and will log the user in automatically. It is important to select at least one field as a key field when importing users via Active Directory synchronization. When selecting a unique identifier, select a field that should not be duplicated. A good example of a unique identifier is a user name or address typically fields that should not be duplicated among user accounts. The more complete the Active Directory database is, the more information can be automatically populated into ServicePRO fields. ServicePRO can be configured to import groups of users and related fields from Active Directory; and you can synchronize the update of user information from Active Directory on a regular basis. 4 Learning Series Vol Configuration

8 System Accounts ServicePRO's System Accounts processes incoming requests, sends request history updates to users, and creates new requests on behalf of users. Configuring a System Account From the Configuration tab, click on the System Accounts option. The Configure System Accounts window appears as shown in the figure below. Figure 2. System Accounts Window. To create a new account, click on the New button. To modify an existing account, highlight the account in the Profiles table then click on the Update button. The window changes to include the tabs as shown below. The Account Setting tab is active by default. 5 Learning Series Vol Configuration

9 Figure 3. Configure System Accounts Window Account Setting Tab. Click the tabs to configure the settings for the account. You can configure: Account Setting Enter account information and test the settings entered. Reply Messages Create custom reply messages. Reply s are sent to requesters for all incoming s. For specific events, such a message failure or logged request confirmation, you can create the text that will appear in ed responses. The Reply Messages tab features a Rich Text Editor to allow you to customize formatting of s sent to requesters. Outgoing Request Updates Configure messages sent to users when their requests are updated. The Outgoing Request tab features a Rich Text Editor to allow you to customize formatting of outgoing request updates to requesters. Attachments Set the options for processing attachments. By default, attachments are ignored. You can specify if attachments should be processed and attached to a service request. In addition, specific file types can be blocked if you do not want ServicePRO to process them. Block List Block requests containing specific text in the subject line (such as Out of Office ). s containing the blocked text will not be processed by ServicePRO. Click the Test Account Settings button (as shown in the image above) to confirm if ServicePRO can successfully connect to the system account entered. 6 Learning Series Vol Configuration

10 Click on the Save button to save your settings. You will be taken back to the Configure System Accounts window where your new settings will be added to the Accounts list. If multiple accounts are entered, the first account you configure is the "Default" system account. If you want to users to submit requests to different addresses, click the Add button to add accounts. This will open another Account Settings window. Set the Scanning Interval to specify how often the StarWatch service should scan for incoming and updates to service requests. The Issue Alert checkbox is enabled by default and will sent alert messages in the event that a system account stops working. The Announce if Possessing Stops checkbox is enabled by default and will sent alert messages in the event that a system account stops working. The System Account Monitoring Status shows if the mail has stopped processing due to a bad . Click on the Disabled button if you want to stop this function. Click on the OK button after you confirm your settings. The StarWatch service will process according to your configuration. The following requirements apply to the system accounts: The system accounts function with SMTP/POP3, GroupWise, Lotus, IMAP or Microsoft Server (MAPI) compliant systems. A ServicePRO mailbox must be created on the mail server for each system account you create. The StarWatch service must be running to process incoming and outgoing . ServicePRO will only processes requests that it can find a matching address for in the database (unless you are using the business rules). Ensure that all users submitting requests have their enabled and their address entered correctly. System accounts can be configured to process attachments. 7 Learning Series Vol Configuration

11 User Accounts You must configure the User Accounts settings to: Enable ServicePRO s Inbox feature. Allow Support Reps to send from their local accounts while updating a request. Allow administrators to send the access code for their ServicePRO licenses. Mail Server Settings From the Configuration tab, click on the User Accounts option. Click on the Mail Server Settings icon to open the Configure User Settings window shown below. Figure 4. Mail Server Settings Window. 8 Learning Series Vol Configuration

12 ServicePRO allows you to configure multiple servers. Click on the New icon found just above the Configure Server(s) list. Complete the Mail Server s Settings form or each specific mail server. Give each server a unique Configuration Name. Click on the appropriate radio button to select whether the system is POP3/SMTP, EWS (Exchange Web Services) or Internet Message Access Protocol (IMAP) server: POP3/SMTP Specify the POP3/SMTP server names. If you are using the default settings for the server ports and domain, do not enter information into these fields. EWS Simply select EWS and enter the ESW URL only. IMAP Specify the SMTP server name and port, IMAP server name and port along with other requirements for accessing the server. Click on the Save icon just above the Configure Server(s) list to save the changes for each specific server you configure. Click on the Save icon in the Toolbar when you are done configuring all your servers. 9 Learning Series Vol Configuration

13 Configuring User Accounts From Setup/Administration, go to the Configuration tab and click on User Accounts. The Configure User Settings window appears as shown below. Figure 5. Support Rep Account Settings. Select the Support Rep whose account you want to configure. Enter your Support Reps local account information in the Account Properties work area. The fields in this area might already be populated with this information: It can be entered when adding a user (from the work area of the User Information: Logins tab) It can be entered by the Support Reps themselves from their personal user options. Click on the Test Account Settings button to check the settings. System Text Messaging Account 10 Learning Series Vol Configuration

14 ServicePRO messaging enables Support Reps to receive text messages from the system based on certain events. For example, you can configure the system to send a Support Rep a text message if a request arrives In Dispatch or when a request in their queue/service is updated. Configuring the System Text Messaging Account From the Setup/Administration > Configuration tab, click on the System Text Messaging Account option. The Configure System Text Messaging Account window appears as shown below. Figure 6. Configuring the System Text Messaging Account. 11 Learning Series Vol Configuration

15 Click on the appropriate radio button in the Status work area to enable or disable text messaging event monitoring by the StarWatch service. In the Interval & Alert work area, specify how often you want the StarWatch to Send outgoing text messages. This interval is used by StarWatch to monitor events in ServicePRO and when it encounters an event, it sends text messages to the configured recipients in response to the event occurrence. Also in the Interval & Alert work area, click on the checkbox if you want StarWatch to Issue Alert if unable to send text messages. Click on the Save button to save your changes. 12 Learning Series Vol Configuration

16 Encryption Documents (or other items) attached to objects, such as Service Requests, in ServicePRO can be encrypted. Encrypting attachments ensures that only those authorized to review the information in the attachment, can do so. Encryption Settings for your Help Desk are managed here. From the Configuration tab, click on the Encryption option. The following window appears: Figure 7. Encryption Settings. 13 Learning Series Vol Configuration

17 Trustees A trustee is a privileged user who can decrypt any file in ServicePRO with the aid of another trustee. ServicePRO requires you to have a minimum of three trustees. A maximum of five can be set. Of these selected trustees, at least two are required to decrypt a file that they have not been selected to view. You can change this to three. Set the number of trustees you have decided upon. Enforce Encryption By checking the boxes beside objects here, users who attach items to these objects will be required to encrypt them. Select the objects, if any, that your help desk requires encryption. Passphrase Indicate the minimum number of characters required for encryption passphrases. Obviously, the longer the passphrase, the more secure your encrypted files will be. Users will be required to enter this passphrase for each encrypted file they are authorized to open. Setting an Encryption Passphrase Before you can encrypt a file or be selected as a trustee, a passphrase must be set. To increase security, the passphrase is in addition to the password required to log in to ServicePRO. 1. To set a passphrase, click on the File Tab then click on the User Options button. The User Options window opens as shown in the figure below. 2. Click on the Security tab. 14 Learning Series Vol Configuration

18 Figure 8. User Options Window Security Settings. 3. The passphrase must be a minimum of 12 characters. Enter the passphrase in the New Passphrase field. Enter it again in the Confirm New Passphrase field to verify the passphrase. 4. In the Remember Passphrase for field, specify the number of minutes that the passphrase will be stored in memory. This can eliminate the need to re-enter your passphrase when decrypting several files. ServicePRO will remember the passphrase for the specified amount of time, or until you log out. 5. Click on the Encrypt Attachments by Default checkbox to require encryption for any attachment made to a ServicePRO object. A prompt will appear requesting selection of encrypted file recipients. These users will be trustees with appropriate permissions to decrypt such files. If system-wide encryption is enforced, this option will be grayed out. Encrypting Attached Files When encryption setup has been completed, file attachment encryption can take place. 1. Attach a file to an object. 2. Click the Encrypt File(s) button to open the Encrypt Attachments window as shown below. 15 Learning Series Vol Configuration

19 Figure 9. Encrypting Attachments. 3. The Attached Files(s) list displays all files that will be encrypted for the selected users. 4. A list of all users who have set their passphrase is displayed in the Available Users list. 5. Click on the users who can decrypt file(s) then drag and drop them from the Available Users list to the Encrypt File(s) For list. 6. When users have been selected, click OK to return to the Attachment Item window. Click the Save button to save and encrypt the attachments. 7. The encrypted files are listed under the Attachments tab in the object view and have a lock icon beside the attachment name. Decrypting Attached Files 1. When working with a service request, or other object, double-click a file attachment to decrypt it. 2. Enter your passphrase in the window that opens. 3. After entering the passphrase, a dialog opens requesting a location where the open file can be placed. 4. Select a location and the file will open. 16 Learning Series Vol Configuration

20 Trustee Decryption On occasion, it might be necessary to decrypt a file when none of the selected users for whom the file was encrypted are available for example, when an employee leaves the company. Decrypting files in this situation is called Trustee Decryption and requires a minimum of two trustees. To perform a trustee decryption, one of the trustees must log in to ServicePRO and locate the file that needs decryption. Click on the Update button to edit the object to which the file is attached. Right-click the file you want to decrypt, and select the Trustee Decrypt menu item. Each trustee has a designated area for selecting his name and entering his passphrase. Enter user names and passphrases as needed then click Decrypt. NOTE: If you have specified that a minimum of 3 trustees are required to decrypt the file, then your form will feature with three frames, requiring 3 trustees to enter their information. Forgotten Passphrases If you forget your passphrase, you can create a new one with the assistance of two trustees. To re-create your passphrase, click on the File Tab. Click on the My User Options button. Click on the Password/Encryption tab then click on the Forgot Passphrase button. Two trustees are required to enter their names and passphrases. After the other trustees enter their information, you can re-create your passphrase. 17 Learning Series Vol Configuration

21 Changing Trustees To change a trustee, you must have the assistance of another trustee. From the Customization tab, click on the Encryption icon. Select a trustee name in the Trustees list then click the Remove button. The assisting trustee must also enter his/her name and passphrase before the selected trustee can be removed from the Trustees list. You must replace this trustee with another if you no longer have the minimum number of trustees. You cannot close this window until Trustees list contains the minimum number of trustees. Click on the Save button when all requirements have been satisfied. Tips and Best Practices Ensure that you have at least three trustees who will not lose or forget their passwords. If an attachment is encrypted, the file will not be recoverable if you do not have the appropriate number of trustees to decrypt the file. 18 Learning Series Vol Configuration

22 Priority Escalation Set the escalation intervals for base and current priorities for ServicePRO requests. From the Configuration tab, click on the Priority Escalation option. The Configure Priority Escalation window appears as shown below. Figure 10. Configure Priority Escalation Window. From the Home tab, there are three choices in the Create group: New, Edit and Delete. Click New to create a new Configuration. To Edit an existing configuration, select the configuration you want to edit from the Priority Escalation Groups work area then click on the Edit icon. The window changes to include the work areas shown in the figure below. 19 Learning Series Vol Configuration

23 Figure 11. Configure Priority Escalation Window Escalation Matrix Work Area. The Escalation Matrix work area helps you set the escalation intervals for every combination of Base Priority and Current Priority. Click on an icon in the matrix to set the escalation interval by days, hours, and/or minutes. Base Priority A request's original priority value when logged. Current Priority A request's most recent priority value Click on the Save icon in the Toolbar to save your settings. You will be taken back to the Configure Priority Escalation window as it appears on page 19. In the Status work area, enable or disable the database monitoring for auto-escalation performed by the StarWatch service. In the Scanning Interval/Alert Settings work area, enter a number to indicate how often the StarWatch service should scan the database and evaluate requests for auto-escalation. Click on the Issue alert if unable to escalate requests checkbox to receive alert messages in the event that priority escalation stops working. Creating Custom Escalation Groups Custom escalation groups can be configured to run instead of the [Global] default escalation group, and multiple custom groups can be created. 20 Learning Series Vol Configuration

24 Different escalation interval settings can be applied to different types of service requests. These escalation interval settings can be applied to different types of service requests. When a group with a particular combination of Wait State and Request Status is created, this combination will not be available unless the current group is deleted. 1. From the Configuration tab, click on the Priority Escalation option. The Configure Priority Escalation window opens. 2. Click on the New icon. The Configure Priority Escalation window changes to include the work areas shown below. Figure 12. Escalation Group Work Area. 3. Enter a Group Name for the configuration. 4. The refreshed window helps the selection of a specific combination of Wait State and 5. Request Status to create a customized escalation group. 6. Choose from any combination of wait state and request status from the respective drop-down lists shown below. Figure 13. Escalation Group Wait State and Request Status Selection. 7. Click on the In Queue or In Service hyperlinks in the Apply to Requests which are drop-down list to select specific queues or support Reps for this custom escalation group. Selecting different queues allows the separation of escalation intervals. 21 Learning Series Vol Configuration

25 Figure 14. Queue Selection. 1. Click on the Specific Queues radio button. 2. Drag the queues you want to include from the Available Queues list to the Selected Queues list. 3. Click on the OK button. The window changes to include the Escalation Matrix work area. 4. Enter the interval settings by clicking on the icons in the Escalation Matrix work area. 5. Click on the Save icon in the Toolbar to save the configuration. 6. A custom escalation group cannot be run when the Global group is enabled. In the Priority Escalation Groups work area, disable the Global group before enabling your custom group(s). 7. In the Status work area, enable or disable the database monitoring for auto-escalation performed by the StarWatch service. 8. In the Scanning Interval/Alert Settings work area, enter a number to indicate how often the StarWatch service should scan the database and evaluate requests for auto-escalation. 9. Click on the Issue alert if unable to escalate requests checkbox to receive alert messages in the event that priority escalation stops working. 10. After you have enabled the group(s), click on the OK button to run Priority Escalation. 22 Learning Series Vol Configuration

26 Tips and Best Practices When using priority escalation, ensure that the Wait State value is set to ASAP; otherwise the StarWatch service will escalate scheduled and suspended requests. Properly designed escalation groups will assist your Support Reps by prioritizing their requests for them. If the escalation intervals are set too close together, all requests will be escalated before technicians can work on them, rendering the prioritization useless. 23 Learning Series Vol Configuration

27 System Options Users with Administer privilege can update System Options to select default settings and other options for their Help Desk. Setting System Options From the Configuration tab, click on the System Options option. The window shown below appears. General Tab The General tab contains six work areas, which are discussed in the following sections. Figure 15. Configure System Options Window. Default Request Type When a user creates a new service request, the Generic Service Request type is displayed by default. If a custom service request type has been created via custom fields, this can be specified as a system-wide default instead of the generic type. 24 Learning Series Vol Configuration

28 To specify this type, select the service request type from the Request Type drop-down list. An individual user can change the default request type locally in the User Options window. A user's local default will take precedence over a system-wide default. Attachments ServicePRO compresses all attachments. By default, the maximum file size for an attachment is 10 Mb. Enter a new value in the System Options to change this value. Updates via Select whether the entire request history or just the current memo will be sent to the user when updates are turned on. Reports Select the maximum number of records a report may be generated for when automating a report. Concurrent User Sessions Maintenance by Support Reps Specify which actions Support Reps have access to when managing concurrent licenses. Datagrams Datagrams are communications from ServicePRO used to notify you of updates and upcoming events. They may be turned on or off here. 25 Learning Series Vol Configuration

29 System Defaults Tab Figure 16. System Defaults Tab. On this tab, you can select default queue for requests where request will be placed unless otherwise specified. Also on this tab, you can set the Memo/Attachment Population Schedules. This will determine how often the list of searchable memos/attachments will be updated with actual memos/attachments. This helps to minimize search times for the ServicePRO search box. 26 Learning Series Vol Configuration

30 Calendar Synchronization On this tab, you can select options related to how your support reps can utilize Calendar Synchronization. Figure 17. Calendar Synchronization The Calendar Synchronization tab contains 3 work areas: Microsoft Exchange Account for Calendar Synchronization Specify the service account that has access rights to all the support rep s calendars that should be synchronized with ServicePRO. Synchronize ServicePRO Calendar with Outlook Calendar Specify if your support reps have the ability to synch with their Outlook calendar. Once enabled, you can set the interval of how often that synchronization should occur. 27 Learning Series Vol Configuration

31 Generic Types Tab Figure 18. Generic Types Tab. On this tab, you may choose to hide or rename any of the Generic object types within ServicePRO. 28 Learning Series Vol Configuration

32 End User Portal Settings Figure 19. End User Portal Settings On this tab, you will be able to set a default configuration for the end user web portal. The End User Portal Settings tab has 5 work areas: New User Sign Up End users who are not in the ServicePRO database can be given the option to add themselves and log in by clicking on the Create New Account link in the Web Portal s login page. To enable this feature, define the options shown in the figure above. 1. Click on the Allow new user to sign up through the web interface to enable the feature. 2. Click on the External User or Internal User radio button to indicate which type of user will be created when new users sign up through the Web Portal. 3. Click on the Save button in the header to save your changes. 29 Learning Series Vol Configuration

33 With this feature enabled, users logging in to the Web Portal can enter their names and login information. (Internal users would also select an Organizational Unit). When they enter the required information, they are added to the database and automatically logged in to the Web Portal. ServicePRO Greeting ServicePRO lets you add a message that end users will see on their home page whenever they log in to the Web Portal. This feature can be used as a bulletin board to keep users up-to-date on important issues. Please note that this area supports HTML coding for even more customization. Available Options Select which web portal options are available to end user on the web portal. These options include: 1. Submit New Request the ability to log a request for service or support 2. Open Request List the ability to view and update requests that are currently opened that they are the requester of 3. Request History the ability to see all requests that they have logged (closed and opened requests) 4. Alerts Messages the ability to view and update alerts and messages sent to you through ServicePRO 5. User Options the ability for an end user to update options to change their end user portal experience 6. Knowledgebase the ability to search and view public best solutions 7. Audit my workstation the ability to allow an end user to collect information regarding their workstation and send it to ServicePRO 8. Request Type Selection the ability to allow an end user to select a custom request type 9. End User Purchase Requests the ability to allow an end user to submit Purchase Requests End User Purchase Requests This option allows you to set the ability for an end user to request an item for purchase. Request Fields Visible to End Users This option allows you to enable or hide the following fields for editing on a service request: a. Requester b. Category c. Asset d. Urgency e. Due By f. Move To g. Request Title SLA Tab A Service Level Agreement (SLA) describes the minimum performance criteria a provider promises to meet while delivering a service. Use the work areas in the SLA tab to define Service Level Agreement response and resolution times for your organization. These settings are used by ServicePRO s Dashboard charts (launched from the File Menu Dashboard option), as well as the SLA Performance and SLA Risk charts (launched from the File Menu Data Analysis option). See page Error! Bookmark not defined. for more information on the Dashboard. The Service Level Agreement sub-node is shown below. 30 Learning Series Vol Configuration

34 Figure 20. Configuring a Service Level Agreement. The two SLA charts available in ServicePRO show service request response and resolution times by priority. In the Service Level Agreement work area, enter the default SLA response and resolution settings for each priority level. The two SLA charts will then indicate how effectively your Help Desk is meeting its goals. Priority is defined as follows for each chart: Response Chart Priority refers to the current priority of both active and closed requests. Resolution Chart Priority refers to the current priority of closed requests. Response Time This sub-node helps you specify the service request state transition that constitutes a response. Your Help Desk s response time for each request will be the elapsed time between the two states. Select from any of the combinations shown in the figure below, except Queue to Queue, and Support Rep to Support Rep. Notes on Response Time Setting Response Time setting applies to four different charts SLA Response Time, Average Response for Category, Support Rep, and Queue (the latter two charts are only available using the Dashboard Designer). A reporting specialist can use the Dashboard Designer to change the default response time settings locally. This user s local settings will override the system-wide defaults. The SLA settings also apply to the SLA Performance and SLA Risk charts, which can be launched from the Data Analysis tab. 31 Learning Series Vol Configuration

35 Purchase Order Options Tab Figure 21. Purchase Order Options Tab. Use the Purchase Order Options tab to automatically populate a purchase order with default information. Enter your company s shipping address and billing address here. You can also enter information for Ship Via, and Terms and Conditions. The text in these fields can be changed on the actual purchase order. 32 Learning Series Vol Configuration

36 Refresh Timer Settings Tab Figure 22. Refresh Timer Settings Tab. Much like User option settings, The Refresh Timer Settings tab allows you to set refresh rates for various areas of ServicePRO performance. These rates can be set based on whether the ServicePRO is Onsite or Offsite. Under Network Settings, set the maximum amount of hops and/or network response time before a ServicePRO is considered Offsite 33 Learning Series Vol Configuration

37 Business Hours ServicePRO keeps track of the elapsed time that service requests are In Dispatch, In Service, In Queue, and In Suspense. The elapsed time is for efficiency reports, the Dashboard s Response and Resolution charts, and for the time interval setting in reminders. By default, ServicePRO assumes that your Help Desk is open all day, every day and will calculate intervals accordingly. However, your Help Desk s performance will be misrepresented if the elapsed time includes days or hours when your Help Desk is closed. Use the Business Hours function to set the actual hours that your Help Desk is open. Only those hours will be used in ServicePRO s elapsed time calculations. Setting Business Hours 1. From the Configuration tab, click on the Business Hours option. The Business Hours window opens as shown below. Figure 23. Business Hours Window. 2. In the Grid Properties work area, indicate the daily time range you want to display in the grid. 3. Each cell in the grid represents a block of time. The default time interval for each cell is 30 minutes. If necessary, change the Time Range Intervals. 4. To set your business hours, hold down the left mouse button and drag the cursor over the appropriate hours in the grid then release the mouse button. You can also click on the individual cells. Selected cells appear in blue. 5. To undo a selection, repeat step 4. The cell color returns to white. 34 Learning Series Vol Configuration

38 Business Holidays Work Area Use the Business Holidays work area to set the specific dates that your Help Desk will be closed. The example in the figure below includes three holidays. 1. Click on the field immediately under Date to open a calendar. Figure 24. Business Holidays. 2. Select the date of the holiday. 3. Enter a description (for example, New Years Day). Click Enter to set the holiday date. 4. Repeat the process to set additional holidays. Saving and Clearing Business Hours 1. After you enter your business hours, click on the Save icon in the Toolbar to save them. 2. To clear business hours, hold down the left mouse button and drag the cursor over the appropriate hours that appear in blue within the grid then release the mouse button. You can also click on the individual cells. Cleared cells appear in white. Auto Discovery From the Configuration tab, click on the Auto Discovery icon to open a window that helps you configure ServicePRO s network auditing function. See Network Audit Engine for more information. Set Charge Rates The Set Charge Rate function helps you define hourly charge rates for a selected Support Rep. 1. From the Configuration tab, click on the Set Charge Rates option. The Support Rep Charge Rate window opens as shown below. 2. Select a Rep from the Support Rep drop-down list. 35 Learning Series Vol Configuration

39 Figure 25. Support Rep Charge Rate. 3. Enter the date that the charge rates become effective in the Effective Date field. 4. Enter the rates in each of the following fields as needed. These charges calculate the cost of the support your Help Desk is providing: Cost Typically the costs incurred by your company (hourly rates or salary, and benefits). This field is intended for reference only and is not used in any reporting calculations. Charges 1 to 3 Charge 1 is typically your standard rate. Use the other charges for overtime rates. The Retroactively update actual charges in the database checkbox is used for existing Support Reps who have time logged in ServicePRO already (not for setting up new Support Reps). Check this box to automatically recalculate cost and charge amounts based on a previous effective date. Customize Tab For more information on the Customize tab, please view the Learning Series document on the Custom Object Designer. 36 Learning Series Vol Configuration

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