Initial Setup Utility Options

After iSupport is installed and accessed for the first time, the Initial Setup Utility appears for setting basic configuration options. It contains screens for configuring:

• A support representative profile with Administrator access for the person running the setup utility.

• More support representative profiles with or without Administrator access.

• An Active Directory Integration definition with the search root, synchronization interval, and authentication login for queries.

• Outbound email server settings including the email notification reply-to address, SMTP mail server address and port number, and option to use SMTP authentication (with login and connection encryption type).

• The name and types of notification recipients for the default rule group(s). Rules automatically perform actions such as sending notifications, routing, and changing field values when specified conditions are met; rules are included in rule groups that are applied to incidents through customers, companies, category combinations, and templates. A default rule group is used if none are applicable to an incident.

On-save incident rules are created for sending notifications; the rules created depend on the type of recipient selected in the Initial Setup Utility. These rules are included in the default rule group.

• Support Representatives - if selected, the following on-save rules are created for sending notifications:

• • Created via Email rule: Incident Created From Email - Rep notification
  • Initially Saved by Customer rule: Incident Created via mySupport - Rep notification
  • Created via Email rule: Incident Created From Email - Rep notification
  • Reopened rule: Incident Reopened - Rep notification
  • Routed rule: Incident Route - Assignee notification

• Customers - if selected, the following on-save rules are created for sending notifications:

• • Initially Saved rule: Initial Save (by Support Representative) - Cust notification
  • Closed rule: Default Incident Closure - Cust notification
  • Created via Email rule: Incident Created From Email - Cust notification
  • Reopened rule: Incident Reopened - Cust notification

• All of the above rules will be created if Both Support Representatives and Customers is selected in the utility; None of these rules will be created if None is selected.

The following Time-based rules are created for changing incident field values: Closure, Reassignment, and Low/Medium/High/Emergency Priority rules. These rules are not included in a rule group.

If using the Service Desk Edition, a Problem default rule group is created with the Routed rule (sends Problem Route - Assignee notification) and Initially Saved rule (sends Initial Problem Save - Rep notification). A Change default rule group is created with the rules similar to those created for incidents (except Reopened and Closure).

• An initial set of categories based on a selected type used as a starting point: Customer Service, Facilities, HR, or IT. Each type has several categories listed which can be selected via checkbox.

• The URL for accessing the mySupport portal and the theme.