mySupport Configuration Overview

Ensure that mySupport functionality was installed during the iSupport installation. The iSupport Setup Utility appears after iSupport is installed, when the Desktop is initially accessed. It includes options for specifying the URL and interface style for the default mySupport interface. If the mySupport icon does not appear in the Core Settings configuration section, use the Feature Basics screen to enable mySupport portal functionality. If using the mySupport Chat feature to enable customers to chat with support representatives, enable the mySupport Chat and Awareness/Awareness Chat functionality in that screen.

If you are creating a second/additional mySupport portal that will use a different app URL name, follow the steps in Creating Additional mySupport Portal URLs and use the Core Settings | mySupport | Portals list screen to create or copy a portal URL.
See Configuring mySupport Portals to configure authentication settings, chat, and the option set, theme, navigator, dashboards, components, and more in the mySupport Portal configuration screen.

Use the Core Settings | mySupport | Manage Portal Items screen to copy and delete option sets, themes, navigators, corporate dashboards, customer dashboards, news feeds, and calendars.

Optional Configuration

Assign one or more mySupport portal definition URL/options combinations to customers, companies, and groups. The Order of Precedence field in the mySupport portal definition determines the options that will appear when the URL is accessed. The system will check the Default for mySupport URL in Notifications field in the customer’s profile, customer’s primary company profile, and primary group profile. If a URL is specified in any of those fields, it will be used. If none exists in any of those fields, the mySupport portal definition with the Default for mySupport URL in Notifications checkbox selected will be used.
Configure Microsoft® Windows-based authentication to bypass the Login prompt.
If you are not using Microsoft® Windows-based authentication with iSupport, use the Options and Tools | Administer | Security | Customer Security screen to enable password security options and configure locks to prevent a customer who has exceeded a specified number of failed login attempts from logging in.
You can enable CAPTCHA and multi-factor authentication for enhanced security after customers log in.
You can enable a third party application identity provider (such as Shibboleth and Otka) to pass user credentials so that a user can sign in to mySupport with the same credentials that they use to log into other applications. See Configuring Single Sign On Integrations and Configuring mySupport Authentication Applications.

Create different display and submit layouts for work item functionality on a set of mySupport portal options via the mySupport Layout links included for each module (incident, knowledge, problem, change, purchase, and service contract).
Configure an interface for customers using a mobile device. Create a mySupport portal options set for mobile use and assign it to a customer, company, or customer group.
Configure iSupport’s Easy Submit functionality, which enables customers to use an older version of a mobile device that cannot render HTML5 to submit incidents via a simple interface with only a description field and any other fields required for authentication.
Use the Self Help Guides screen to create decision tree style prompts to lead a user to a template, FAQ, knowledge, or help topic.
Configure SMS Carriers and Social Media Integration settings that work in conjunction with SMS and Twitter notifications, as well as the LinkedIn and Facebook linked account functionality on the mySupport portal.
Customize any terms on the mySupport portal using the Resource Editor in the Utilities directory.