Just Getting Started
With iSupport Configuration? Just Getting Started
With iSupport Configuration?
Getting
Started With iSupport Configuration
iSupport Hardware/Software Requirements
If you are designated as an Administrator in your Support Representative
Profile record, you can access the Configuration module (accessed via
the Configuration
icon on the Desktop). 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.
iSupport has a default configuration; the following is a basic set of iSupport options. You can enable features gradually to suit your environment.
Start with the Global
Settings screen to set options that affect the entire application.
Set up your users.
Configure Support Representative Roles and Permissions for those using iSupport. You can create a new role for each of the support rep groups you will be configuring.
Use the Groups screen to set up support representative groups for routing, reporting, and restricting access to iSupport functionality if applicable, and assign roles/permissions.
Use
the Support Representative Profile
screen to set access and options for individuals using iSupport.
Setting Up
Support Representatives
Note that if you already have support representative, customer, and asset information in an LDAP-enabled directory server such as a Microsoft Active Directory or SQL database, you’ll be able to later use the Data Source Integration feature to synchronize with it. However, you’ll first need to ensure that iSupport is set up to receive all of the information you want from your current data sources. Compare the fields in your source against the applicable fields on the Field Mappings tab in the Data Source Integration screen, and if there are fields in your source that are not in iSupport, you can create custom fields. Set up any support representative groups if you plan to import support representative profile information.
Use the Feature
Basics screen to enable and set options for the features applicable
to your company. Note that you can enable features later if needed.
Use the Email screen to configure
email functionality: default outbound email settings, email accounts for
email processing, and design templates. iSupport Email
Processing
mySupport
portals enable customers to submit and view work items, create discussion
posts, chat with support representatives, search for knowledge entries,
and view PDFs, reports, charts, headlines, FAQs, and more. iSupport includes
a default mySupport portal that you can customize, or you can create more
portals if applicable. Use the mySupport Portals screen to review default settings and
set options applicable to your environment. mySupport
Portal Features Configuring mySupport Portals
Use
the Categories screen to configure
custom values for describing work items. Keep in mind the types of information,
issues, and assets that you need to track. An important feature in iSupport,
categories are used with knowledge searches, routing, and more. You can
associate custom fields and other features for tracking additional information
when a category is used. Using Categories
Use
the Custom Fields screen to add fields
to key work item types. You can reference iSupport entry screens (via
the Desktop Create 
menu) or the Layouts screen to see
what is already tracked by default. iSupport
Custom Field Features
iSupport
includes default layouts for the entry screens used by support representatives
and the display/submit screens used by customers on the mySupport portal.
Use the Layouts screen to modify
these layouts with fields and tabs that are specific to your company.
Use
the Custom Status Labels screen to
create labels applicable to your company for iSupport's work item status
levels.
If you already have
support representative, customer, and asset information in an LDAP-enabled
directory server such as a Microsoft Active Directory or SQL database,
use the Data Source Integration screen.
iSupport Data Source
Integration
Use
the Rules
screen to create condition-based rules to automatically send notifications,
route, initiate approval workflows, change work item fields, and more.
Review the rules included in iSupport by default; you can use or change
these rules if needed. Using
iSupport Rules for Service Level Agreements
Sending Notifications Via iSupport
Rules
In
order for a rule to run against a work item, it must be included in a
rule group. Use the Rule Groups screen to create rule
groups and include rules. Incident rule groups can be associated with
customers, companies, category combinations, templates, and hierarchy
templates, and are applied to incidents through selection of those items.
A default rule group will be used if none apply.
Use the Templates screen to configure templates
to populate fields while entering common or reoccurring incidents, changes,
purchase requests, and service contracts as well as correspondence. You
can also create hierarchy templates for incidents and change tasks that
have multiple activities.
iSupport Templates
Use tools
for monitoring, and maintaining iSupport data and functions. You can also
implement security
for support representative and customer logins.
iSupport Administration
Tools iSupport
Authentication Methods
The License Management screen includes
a Deactivate License button; you'll need to deactivate your license before
any maintenance updates or changes to the hardware profile and server
are made.
Restricting Access to iSupport
Functionality
Communicating
With Reps and Customers