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System Options


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 the following work areas, which are discussed in the following sections.

Configure System Options Window

Default User Interface

NOTE:

  • The Default User Interface selection will be available to Clients updating from ServicePRO versions prior to 14.2.7. New clients will only be provided with the Home Page with Interactive Tiles.
  • If the Interactive Tile layout is selected, "Create New" options will be absent from Service Request views. This is because New Request creation can be performed from the Top Bar Menu in all views

Select between the following options for Home Page displays:

  • Workbench - The previous ServicePRO Workbench feature (the previous Home Page functionality, featuring selectable tiles for different functions)
  • Interactive - The newer Homepage layout, featuring Interactive Tiles

Users will need to log in and out of ServicePRO for user interface changes to take effect.

Selecting a User Interface


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.

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 Email

Select whether the entire request history or just the current memo will be sent to the user when Email updates are turned on.

Reports

Select the maximum number of records a report may be generated for when automating a report.

Floating License User Sessions Maintenance

This section lets user specify which actions Support Reps have access to when managing floating licenses and to enable the idle floating user sign-out feature.

Following options can be enabled

  • Allow Support Reps to Send Message to Floating License Users
  • Allow Support Reps to Log off Floating License users with Time-Out

The time interval setting is used to enable the idle floating user sign-out feature. A value of '0' will disable the feature. Values five minutes or greater will enable the feature and specify the idle time limit before the floating user is signed out of the application automatically.

Automatic sign-out for floating user

NOTE: Starwatch service will need to be running for floating user sign-out to function correctly

Communication from HDTC

In this section, users can turn on or off receiving communications from ServicePRO to notify them the following:

  • When updates to ServicePRO are available
  • Upcoming events
  • Apply licenses
  • Conduct installation validation
  • Send license expiry notification
  • Send license update failure notification

ServicePRO Administrator receiving notifications

In this section, a user can be designated as the ServicePRO Administrator who will receive notifications from HDTC.

  • Users are required to set this option only if the Database Server and Rule Service/Starwatch Service Servers are on different machines.

Allow setting of 'My Default Service Folder' by Support Reps

Allows user to disable 'My Default Service Folder' in User Options. If checked off, this option will reset the user's default service folders.

When a Parent Request is closed with a memo update, populate the memo to all Child Requests

Users can turn this option on or off. The third option, 'Prompt the user', will allow users to choose whether or not to populate all child requests with the memo update from the parent.

System Defaults Tab

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 HelpSTAR Search box.

Calendar Synchronization

On this tab, you can select options related to how your support reps can utilize Calendar Synchronization.

Calendar Synchronization

The Calendar Synchronization tab contains 2 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.

Generic Types Tab

In this tab, you may choose to hide or rename any of the Generic object types within ServicePRO.

Generic Types Tab



End User Portal Settings

On this tab, you will be able to set a default configuration for the end user web portal.

End User Portal Settings

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.
    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:

  • Requester
  • Category
  • Asset
  • Urgency
  • Due By
  • Move To
  • Request Title

Service Level Agreement

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 246 for more information on the Dashboard.

The Service Level Agreement sub-node is shown below.

Service Level Agreement Tab

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.

Purchase Order Options

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.

Refresh Timer Settings

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”

Refresh Time Settings Tab

Discovery Settings

The Discovery Settings section allows Administrators to configure the following options for Discovery Service:

  • Default Folder to create Discovery Service Requests – Drop down to select the default folder location to use while creating Discovery Service Requests. The default selection for this field will be the System Default Dispatch folder.
  • Checkbox options allows users to specify when Discovery Service Requests are to be created while discovering specific type of devices. The following devices can be checked off:
    • Computer
    • Printer
    • Router
    • Gateway
    • Switch
    • Firewall
    • Monitor
    • UPS
    • Scanners


Approval Ratings/Survey

Approval / Survey Ratings for both timeliness and quality can be customized from System Options. Administrators will be able to customize the labels for timeliness and quality ratings, as well as the labels for ratings themselves.



Editing Timeliness and Quality

  • Both tabs will load the default timeliness and quality ratings available in the system.
  • Users will be allowed to perform the following actions under both ‘Timeliness’ and ‘Quality’ tabs:
    • Edit labels for Timeliness / Quality
    • Edit Rating Text (Text Fields) for existing ratings
    • Add new ratings to the bottom of the list (highest ranking order)
      • Users can add up to a maximum of 10 Quality Ratings (including inactive ratings)
      • Users can add up to a maximum of 10 Timeliness Ratings (including inactive ratings)
    • Remove ratings from the listing
      • If no Service Requests currently use the selected rating, “Remove” will be allowed, and will delete the rating without issue.
      • If the rating is currently in use in any Service Requests, users will be prevented from removing the rating.
    • Deactivate – Allows users to disable the Rating, setting it as “Inactive”. Inactive ratings differ from “Removed” ratings, as requests given this rating will continue to show the correct rating in Reports and Properties view.
    • Reactivate – Only available for “Inactive” Rating labels. Users will not be able to edit Inactive Rating labels, or select them for use in Request Surveys.


Functions Affected by Customizable Labels

Customized ratings will take effect in the following options and views, as they are associated with Survey Customization:

  • Request Approval from both ServicePRO, ServicePRO Web and Legacy End User Portal – users performing ratings will see customized labels for Timeliness and Quality. In addition, Customized Ratings will appear in the dropdown menu.
  • Request Properties Preview in both ServicePRO & ServicePRO Web
  • Query Designer
  • User Satisfaction Reports

When the user rates a request and saves it, a trace will be created that uses these labels and values.       

Survey Customization Examples

Quality, with Ratings Edited from the Default

Timeliness, with Default Rating Settings

Quality and Timeliness Ratings in Closed ServicePRO Requests

Any customizations made to the ‘Quality’ or ‘Timeliness’ labels and Rating names will be reflected in the Approval Rating window.

Quality and Timeliness Ratings in Closed ServicePRO Web Requests

Any customization to ‘Quality’ / ‘Timeliness’ labels and the customized rating options will be reflected in the Rating section in ServicePRO Web.