iSupport Configuration
Overview iSupport Configuration
Overview
Just Getting Started with
Configuration?
Getting
Started With iSupport Configuration
After setting basic configuration options
in the Initial
Setup Utility after installation,
use the Configuration icon on the Desktop to display a menu for accessing
the Configuration
screen to enable additional features and fully configure
iSupport. You can use the Search
field on the menu to perform a key word search of Configuration screen
titles and the Favorites option
to build a list of the screens you use the most. You can also quickly
access a screen via the breadcrumb bar in the top left portion of the
screen; right-click on it to display a drop-down menu. Each iSupport screen
has an associated online help topic.
Note that you can enable features gradually to suit your environment.
Use the options in the Core Settings section to configure the standard features you'll use and set up groups and profiles for those using iSupport.
Start with the Global Settings
screen to set options that affect the entire iSupport application.
Use the Feature Basics
screen to enable and configure iSupport features by work item type.
Use the Groups
screen to set up groups for routing, reporting, and restricting access
to iSupport functionality. Note that you can utilize
Active Directory or other LDAP directory servers as a source for iSupport's
asset, customer, and support representative information.
iSupport Data Source
Integration
Use the Support
Representatives screen to set access and options for individuals using
iSupport.
Setting Up Support
Representatives
Use the Email
screen to configure settings for outbound email, email processing, and
more. iSupport Email Processing
Enable customers to
submit and view work items, search knowledge, view headlines and FAQs,
and more on mySupport.
mySupport
Portal Features
Use the options in the Options and Tools section to configure custom values and features specific to your company, integrate with other applications, automate workflow functions, and monitor and maintain iSupport data and functions.
Configure custom
values and features that are applicable to your company.
Configure integration
with third-party applications for data import, synchronization, and more.
Configure optional automation
features to make your workflows more efficient. This includes templates,
which populate fields, and notifications, which are sent via rules. See
Overview of iSupport's Rule Functionality
for more information. Using
iSupport Rules for Service Level Agreements
iSupport Templates
Use administrative
tools to monitor and control iSupport data.
iSupport Administration
Tools
Restricting Access to iSupport
Functionality
Communicating
With Reps and Customers
Configuring
iSupport Views, Charts, and Alerts
Note: The iSupport Agent Manager service performs scheduled execution
of iSupport agents; it is required to be running for normal operation
of iSupport. An Alert 
icon will
appear above the Desktop Configuration icon when the iSupport Agent service
stops. Agent status is checked when the Desktop loads; it is updated when
the agent starts or stops. To start the iSupport Agent Manager service,
use the icon next to the status indicator in the Agent configuration screen
or go to Administration Tools | Services on the server that is hosting
iSupport and start the service.
