Slice Configuration

This section helps you configure the basic features of your slice (application instance). Learn how to manage single sign-on, email traffic, and job triggers.

General Information

This provides information about Session Timeout, Slice Token and Password Strength.

The Session Timeout defines how many minutes before an inactive user's session is ended. For example, if the value is 60, that implies after 60 minutes of activity the user's session will end and they will be logged out of the application. The value applies to all self-service, named and concurrent license types.

Note

If the value for the REMEMBER_USERNAME_PASSWORD parameter is set to Yes in the Configuration Parameter page, the user credentials are stored on the browser and helps re-login to the application automatically during session time-out.
The user must select the Remember me check box during sign in to re-login to the application automatically during session time-out.

Implement Single Sign-On

The Serviceaide Intelligent Service Management Single Sign-On (SSO) tool supports SAML 2.0 based authentication standards. After Single Sign-On is configured, users can log seamlessly in to the application without entering their user name and password. For more information, see Implement Single Sign-On.

Configure Inbound and Outbound Email Messages

Incoming email configuration automatically creates and updates tickets from incoming emails. Outgoing email configuration automatically sends various types of notifications that are based on the actions that the tickets require. For more information, see Configure Inbound and Outbound Email Messages.

Create and Manage Job Triggers

Some service desk management jobs, like auto closing tickets and scheduling feedback surveys must be taken up periodically. The manual management of such jobs is difficult. Intelligent Service Management maintains triggers for the periodic jobs. For more information, see Create and Manage Job Triggers.

Enable Auditing on Tickets

The auditing feature enables you to track changes in ticket attributes. The changes include actions taken by the user and changes on key ticket fields. Auditors can verify changes in the Activity History of a ticket and track everything from submission to closure. Updates from any user on the following fields are tracked and shown in the activity log:

Source
Requester
Ticket Description
Priority
Impact
Severity
Business Criticality
Urgency
Categorization (CCTI)
Affected Service

For more information, see Enable Auditing on Tickets.

Configure SLA Breach Notification System for Analysts

Intelligent Service Management allows you to set up an SLA breach notification system for your analysts. The system uses the phone numbers of the analysts and notifies them about such breaches through a phone call. Intelligent Service Management supports only the MIR3 mass notification system as of now. For more information, see Configure SLA Breach Notification System for Analysts.

Slice Actions

As an administrator, you are responsible to clean up the inactive records or refresh the cache of your slice. The Slice Configuration page provides you options to perform such slice level actions. You can also view the owned license information for the Named and Concurrent users.

To view the license details for the Named and Concurrent users, see Intelligent Service Management Licensing Overview.

To view the options to perform slice level actions, navigate to MANAGE> ADMINISTRATION> TOOLS> SLICE CONFIGURATION.

To take an action, select the required option from the drop-down list and click Take Action.

These are the slice level actions that are available to you as an administrator:

Action	Description
Delete Inactive Records	Deletes all the records in your slice that are marked as inactive. This action does not remove deprovisioned CI records.
Reload Configuration	The application servers for Intelligent Service Management maintain a cache of the Configuration Parameters of the slice. When you use this action, the application refreshes the Configuration Parameter cache on all the Application Servers.
Reload Slice Definition	This action reloads the slice definition cache on all the application servers of Intelligent Service Management.
Regenerate Solution Keywords	Regenerates the keywords for your knowledgebase articles. Note: Intelligent Service Management does not use keyword-based search anymore.
Reload Slice Metadata	Reloads slice metadata by refreshing application cache.