10. Administration Manual¶
- 10.1. Introduction (Administration)
- 10.2. Admin User Management
- 10.2.1. Manage Requestors
- 10.2.1.1. Open Requestors Page
- 10.2.1.2. Add Requestors Individually
- 10.2.1.3. Import Requestors Using CSV
- 10.2.1.4. Self-Registration of Requesters
- 10.2.1.5. Import Requestors Using LDAP
- 10.2.1.6. Search for a Requestor
- 10.2.1.7. Convert a Requestor to Technician
- 10.2.1.8. Block a Requestor
- 10.2.1.9. Delete Requestors in Bulk
- 10.2.1.10. Export
- 10.2.2. Requestor Groups
- 10.2.3. Managing Technician
- 10.2.4. Technical Groups
- 10.2.5. Technician Roles
- 10.2.6. Preference
- 10.2.6.1. Not Allow Concurrent User logging
- 10.2.6.2. Allow Requester Location to be copied on Request Creation
- 10.2.6.3. Allow Requester Department to be copied on Request Creation
- 10.2.6.4. Allow Guest Requesters to Report a Request:
- 10.2.6.5. Allow Technician to Report a ticket from a Guest Requester:
- 10.2.6.6. Allows Requester to link Asset:
- 10.2.6.7. Allow Requester to Reopen Closed Request
- 10.2.6.8. Allow Requester to Reopen resolved Request
- 10.2.6.9. Allow Requester to Access Knowledge
- 10.2.6.10. Allow Requester to Access Service Catalog
- 10.2.6.11. Allow Requester to Access My Approvals
- 10.2.6.12. Allow Requester to Access My Assets
- 10.2.6.13. Allow Technician for Do Not Disturb mode:
- 10.2.6.14. Auto Identify User of the Asset:
- 10.2.6.15. Auto Identify Location of the Asset:
- 10.2.7. Security
- 10.2.8. User Story
- 10.2.9. Requestor Accounts
- 10.2.1. Manage Requestors
- 10.3. Admin Automation
- 10.3.1. Workflow Automation
- 10.3.2. Managing SLA
- 10.3.3. Workflow and SLA Use Case
- 10.3.4. Approval Workflow Automation
- 10.3.5. Setting Email Notifications
- 10.3.6. Integration with Third Party Services
- 10.3.7. Auto-Assignment
- 10.3.8. Scenario Automation
- 10.3.9. Incident Scheduler
- 10.4. IT Infrastructure
- 10.4.1. Network
- 10.4.2. Credential Library
- 10.4.3. DNS Configuration
- 10.4.4. Email Server Setup
- 10.4.5. SMS Server Configuration
- 10.4.6. LDAP Configuration
- 10.4.7. Proxy Server Configuration
- 10.4.8. Chat Server Configuration
- 10.4.9. Enabling the Chat Server Engine
- 10.4.10. Functionality
- 10.4.11. Register a Plugin
- 10.5. Organization
- 10.6. Admin Customization
- 10.6.1. Status
- 10.6.2. Templates
- 10.6.3. Response Template
- 10.6.4. Custom Fields
- 10.6.4.1. Types of Fields
- 10.6.4.2. Working with Custom Fields
- 10.6.4.3. Custom Field Behavior
- 10.6.4.3.1. Request
- 10.6.4.3.2. Problem
- 10.6.4.3.3. Change
- 10.6.4.3.4. Release
- 10.6.4.3.5. Asset
- 10.6.4.3.6. User Custom Field
- 10.6.4.3.7. Contract Custom Fields
- 10.6.4.3.8. Feedback Form
- 10.6.4.3.9. Purchase Custom Field
- 10.6.4.3.10. Project Custom Field
- 10.6.4.3.11. Vendor Custom Field
- 10.6.4.3.12. Product Custom Field
- 10.6.5. Category
- 10.6.6. Custom Rules
- 10.7. Setting Up Helpdesk
- 10.8. Patch & Package Deployment
- 10.9. Asset Management
- 10.10. System
- 10.11. Location Scope