Configuring Feature Basics

Configuration Management

This field appears if you have the Service Desk Edition. Select On to use Configuration Management Database (CMDB) functionality  to display, report on, and send correspondence regarding the assets, services, and other resources that are crucial to your organization’s operation and the relationships between those items.

Service Catalog

This functionality is available if you have the Service Desk edition. Select On to use Service Catalog functionality to enable customers to request services, products, policies/procedures, etc. utilizing Change and Purchase templates.

Asset Functionality

Select On to use Asset functionality, which enables you to collect and record information about any type of item. This information can be associated with a customer and pulled into an incident, problem, purchase request, or change (if enabled). You can perform asset scans to collect hardware, software, and service details automatically on non-Windows devices on your local subnet and on computers with Windows 98 and above or any other WMI-compliant machine (WMI must be installed and active). Warranty and maintenance contract details can be tracked. iSupport Asset Functionality

Purchasing

This functionality is available if Asset functionality is enabled and you have the Service Desk edition. Select On to use Purchasing functionality to track products and services, submit purchase requests, and associate orders with Incident, Problem, Change, and Asset records. You create Product records using predefined asset types, designate customers, companies, and support representatives as vendors, and then associate vendors with products.   iSupport Purchasing Functionality

mySupport

Select On to enable iSupport's mySupport functionality for customers to access URLs, submit and view records, create and view discussion posts, search for knowledge entries, and view headlines, FAQs, a Twitter feed, or a Facebook activity feed via a configurable portal. Portals can include global search for entering a problem description or searching, configurable navigation options, and a Global News Feed for displaying headlines, discussion posts, and updates. Right side panels can be used for headlines, FAQs, and Twitter and Facebook activity feeds. Label and header text is configurable and can be translated.   mySupport Portal Features

Citrix GoToAssist

Select On to enable support representatives and customers to access the Citrix® GoToAssistPortal. (Note that this functionality does not automatically capture chats or add recorded sessions.) After selecting On, the GoToAssist Session option will appear on the New menu in the Incident screen for support representatives to launch GoToAssist. Customers can start a GoToAssist session on a mySupport portal via a navigator link and/or a dialog, as well as a Start New GoToAssist Session button in the Incident Display screen; see Configuring Citrix GoToAssist Remote Support Access.

mySupport Chat

Select On to enable customers to chat with support representatives via configured mySupport portals. A Chat Now button, dialog, and/or navigator link can be configured to appear on a mySupport portal for customers to initiate a chat. See Configuring mySupport Chat and iSupport Chat Features for more information.

Chat Log Auto Purge

When a customer request a chat, request details are logged; this log is available through the mySupport Chat Request view source in the View Designer. Enter the number of days after which entries will be deleted automatically by the Database Maintenance agent. Note that the Options and Tools | Administer | Archiving and Database Maintenance screen includes this field as well.

Problem Management

This field appears if you have the Service Desk edition. Select Yes to enable Problem functionality for troubleshooting and tracking the root cause of incidents, and publishing workarounds and known errors to support representatives and customers.

Change Management

This field appears if you have the Service Desk edition. Select On to enable Change functionality for tracking alterations to service and physical assets and ensuring that standard methods and procedures are used to handle changes.
iSupport Change Management Features

Service Contracts

Select On to enable iSupport's Service Contract functionality for tracking and restricting incidents and changes based on customers, companies, and/or assets. You can set up contracts based on work item count (a specified number of incidents and/or changes), hourly count, duration, or both.

Survey Functionality

Select On to enable the iSupport’s Survey functionality, which you can use to create survey questions and survey definitions. You can send survey requests from the Incident and Customer Profile screens and schedule surveys to be sent automatically.