- 1. System Options
- 1.1 General Tab
- 1.1.1 Default User Interface
- 1.1.2 Default Request Type
- 1.1.3 Attachments
- 1.1.4 Updates via Email
- 1.1.5 Reports
- 1.1.6 Floating License User Sessions Maintenance
- 1.1.7 Communication from HDTC
- 1.1.8 ServicePRO Administrator receiving notifications
- 1.1.9 Allow setting of 'My Default Service Folder' by Support Reps
- 1.1.10 When a Parent Request is closed with a memo update, populate the memo to all Child Requests
- 1.2 System Defaults Tab
- 1.3 Calendar Synchronization
- 1.4 Generic Types Tab
- 1.5 End User Portal Settings
- 1.6 Service Level Agreement
- 1.7 Purchase Order Options
- 1.8 Refresh Timer Settings
- 1.9 Discovery Settings
- 1.10 Approval Ratings/Survey
- 1.1 General Tab
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.
The General tab contains the following work areas, which are discussed in the following sections.
- 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.
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.
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.
Select whether the entire request history or just the current memo will be sent to the user when Email updates are turned on.
Select the maximum number of records a report may be generated for when automating a report.
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.
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
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.
Allows user to disable 'My Default Service Folder' in User Options. If checked off, this option will reset the user's default service folders.
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.
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.
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.
The End User Portal Settings tab has 5 work areas:
To enable this feature, define the options shown in the figure above.
- Click on the Allow new user to sign up through the web interface to enable the feature.
- 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.
- 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.
- Submit New Request – the ability to log a request for service or support
- Open Request List – the ability to view and update requests that are currently opened that they are the requester of
- Request History – the ability to see all requests that they have logged (closed and opened requests)
- Alerts Messages – the ability to view and update alerts and messages sent to you through ServicePRO
- User Options – the ability for an end user to update options to change their end user portal experience
- Knowledgebase – the ability to search and view public best solutions
- Audit my workstation – the ability to allow an end user to collect information regarding their workstation and send it to ServicePRO
- Request Type Selection – the ability to allow an end user to select a custom request type
- End User Purchase Requests – the ability to allow an end user to submit Purchase Requests
This option allows you to set the ability for an end user to request an item for purchase.
This option allows you to enable or hide the following fields for editing on a service request:
- Due By
- Move To
- Request Title
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.
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.
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.
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.
Under “Network Settings”, set the maximum amount of hops and/or network response time before a ServicePRO is considered “Offsite”
- 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:
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.
- 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.
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.
Any customizations made to the ‘Quality’ or ‘Timeliness’ labels and Rating names will be reflected in the Approval Rating window.
Any customization to ‘Quality’ / ‘Timeliness’ labels and the customized rating options will be reflected in the Rating section in ServicePRO Web.