This article describes the common configurations in your ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) slice.
Create Organization
Create the organization hierarchy as required. Navigate to MANAGE, ADMINISTRATION, Tools, Organizations to MANAGE> ADMINISTRATION> TOOLS> Organizations to create, and configure a sibling, child, or parent organization. You can use the General tab to specify basic information such as the organization name and address. Use the other tabs to add users, attachments, and groups. You can also import the organization data through the Bulk Process Data feature.
...
Create the users under the organization as required. Navigate to MANAGE, ADMINISTRATION, Tools, Organizations and MANAGE> ADMINISTRATION> TOOLS> Organizations> Users to create users under the organization. To create a user, click Create User. To assign administrative privileges, add set the License Type as Fixed to Named.
Add Logo
Customize the application interface with the logo of your organization. Navigate to MANAGE, ADMINISTRATION, Tools, Organizations and General. Change the logoMANAGE> ADMINISTRATION> TOOLS> Organizations> General.
You can add, modify, and remove a logo using the General tab in the Organizations page.
- To add a logo, click Browse to locate and add the logo from your system.
- To remove an existing logo, click Remove Picture.
Bulk Import
The bulk import feature is used to manage organization, users, support groups, roles, and categorization. You can also manage Configuration Items (CI), CI-related contacts, and language catalog records. For more information about bulk import, see Use the Bulk Process to Import, Update, and Delete data.
...
The application comes with in-built roles such as a KB Admin, a CI Admin, and a KB Analyst. To add users and support groups to the roles, Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Roles. You can also create new roles as required. For more information, see Create and Manage Roles.
...
Configure the basic settings related to your slice of CSM Intelligent Service Management. Slice configuration includes:
...
You can configure the duration for a session timeout in CSM Intelligent Service Management. Navigate to MANAGE, ADMINISTRATION, Tools, Slice Configuration, MANAGE> ADMINISTRATION> TOOLS> Slice Configuration> General Information.
Enter the duration, in minutes, in the Session Timeout field. The default duration is 60 minutes.
...
You can configure the inbound emails to create or modify tickets from the received emails. You can configure outbound emails to send email notifications in response to application events. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Slice Configuration to configure inbound or outbound emails. See Configure Inbound and Outbound Email Messages.
...
The application has a set of system-defined triggers. The triggers schedule the periodic jobs that are related to routine service desk activities. For example, closing tickets and scheduling feedback surveys. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Slice Configuration to enable and schedule the job trigger. See Create and Manage Job Triggers.
...
Enable your users to log in to CSM Intelligent Service Management seamlessly from your domain. After Single Sign-on is configured, users do not need to enter their user name and password to log in. See Implement Single Sign-On for more information.
...
Outbound web service enables CSM Intelligent Service Management to interact with external systems using SOAP or RESTful web service calls. For more information about outbound web services, see Configure Outbound Web Services.
...
Create the holiday lists to associate holidays with support groups, auto routes, configuration items, and schedules. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Holidays to create the holiday groups, each with a list of holidays. See Create and Manage Holiday Groups.
...
You can create support groups to define a logical grouping of contacts. The grouping is based on the role, specialization, or the type of support extended. To create the support groups and add users to the groups, navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Groups. You can use the support groups for the ticket assignment, notification, and permissions.
...
To relate tickets, configuration items, KB articles, and approval groups, use the Create the Class, Category, Type, and Item categorization. CCTI helps to resolve the service desk tickets quickly. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Categorization to create categorization records. See Manage Categorizations.
...
Update the language catalog if you want to provide the translations for the custom fields in the supported languages. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Language Catalog and add the translation for the required custom fields. See Build the Language Catalog.
...
- Create Configuration Item attribute templates to be applied to the Configuration Items (CIs). Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Custom Asset/ CI Attribute Templates to create and manage CI attribute templates.
See Create and Manage CI Attribute Templates. - If you want the CIs of a particular class to be treated as a service, set the configure slice parameter SLA_BUSINESS_SERVICES_IDENTIFIER_CLASSES for the required CCTI class. See Configuration Parameters.
- Configure the CIs and CI services. To add more attributes to appear when a CCTI is selected, configure the CI attribute templates. Create the service hours for CIs and Service CIs. To describe Infrastructure and display corresponding relationship graphs, relate CIs to contacts and relate CIs to CIs. See Create and Manage Configuration Items.
Knowledge Management
- Create Knowledge Base (KB) article categories. To create KB article categories navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Knowledge Article Categories. See Create and Manage KB Article Categories.
- Create KB articles under the required categories and relate CCTI to the KB articles. Grant the article permissions to the roles/groups/contacts. See Create and Manage Knowledge Base Articles.