Configuring Optional Customization Features

Customizing iSupport

Configure custom values and features that are applicable to your company.

For Work Item Entry Screens

•  Use categories to configure custom values for describing work items. An important feature in iSupport, categories are used with knowledge searches, routing, and more.

• After defining any of the following custom values and features you need, you can add those fields to entry screen layouts.

   Custom Fields

Custom Change Types

 Custom Status Labels

 Custom Numbers

 Impact and Urgency

 Cost Centers/Job Functions for Purchasing

 Company Relationship Labels

• Configure Tutorials for providing information to support representatives and customers.

For iSupport Notifications

 Customizing Notification Text

For the Desktop

Configuring Desktop Settings

Configuring Event Calendars

For Opportunity Functionality (Service Desk Edition)

Opportunity Management Configuration