Changing Admin Options

 

 To find Admin options you must first be logged in as Administrator.  Then go to the ‘Tools’ menu and select ‘Admin Options’. 

 

Severity Setup

 

As you may now be aware there is a very close link between severities and SLA’s, which is as follows:

 

            For every new severity, a resolution time must be set for each SLA that exists.

`           For every new SLA, a resolution time must be set for each severity that exists.

 

For Example we currently have two SLA’s and two severities.

                                                             Gold SLA         Silver SLA

                        High Severity                             6                      10

                        Medium Severity                        8                      15

 

If we now add a new SLA called Bronze we need to set resolution times for High and Medium severities.

 

                                                             Gold SLA         Silver SLA         Bronze SLA

                        High Severity                             6                      10                     20

                        Medium Severity                        8                      15                     25

 

If we now add a new severity called Low we need to set resolutions times for all three SLA’s (Gold, Silver and Bronze).

 

                                                             Gold SLA         Silver SLA         Bronze SLA

                        High Severity                             6                      10                     20

                        Medium Severity                        8                      15                     25

                        Low Severity                              12                     20                     35

 

The first screen you will see is ‘Severities Setup’. 

 

 

This is screen is used for adding and editing severities. Click ‘Add’ to add a new severity.

 

 

For every new severity added the colour will be set to red. To change the colour, simply click on one of the eight buttons on the left hand side of the screen.  Enter a new description (i.e. Medium) and any additional notes that might be useful for describing the severity. The last thing you need to do when setting up a new severity is to set resolution times all SLA’s. For the example above we only have the one SLA called ‘Gold’ which we have set to 10 hrs. Once you have completed the screen click ‘Update’

 

SLA Setup

                       

 

This is screen is used for adding and editing SLA’s. Click ‘Add’ to add a new SLA.

 

 

When adding a new SLA you first need to set the SLA name and then set the description to describe what is included within the SLA. Just like in the severity setup you need to set all the resolution times for all severities that exist. Once all resolutions times have been set you can update by clicking ‘Update’

 

Custom Fields

 

 

This screen relates to both the ‘Add Customer’ and ‘Add Call’ tabs. The ‘Add customer’ tab has 20 custom fields and the ‘Add Call’ tab has 5 custom fields.  To change between the two, use combo box at the top of this screen marked ‘Edit custom fields for’.  To change the name of the custom field simply highlight the field you want to change in the left hand box. For this example I have chosen ‘Custom Field 1’ and changed the name to ‘Service’. I have then changed the field type to Dropdown and added two dropdown values.

 

The next time you load the ‘Add customer’ screen you will now see the first field is now a dropdown box called ‘Service’.

 

Combo Boxes

 

 

Customer Groups

 

Customer groups are a way of grouping customer together.  You may have a group of customer that are all part of one parent company or that are owned by the same person.  To add a new customer group, click ‘Add’, and enter the name of the group. This group will now be available when adding a new customer.

 

 

 

Status Names

 

Status names are used to describe the state of a call. There are two default statuses, which are ‘Closed’ and ‘Open’ which are not editable. To add a new status, click ‘Add’, and enter the name of the status. This now will be available when adding a new call.

 

 

 

Users and Groups

 

 

To add a new user group, click ‘Add’ to the right of ‘Group’ dropdown box.  Enter the Group name and select ‘OK’.

 

To add a new user, click ‘Add’ in the middle of the screen.  Enter a ‘First Name’, ‘Last Name’, ‘User Name’, ‘Password’ and then select the correct user group and update.

 

This screen also shows the total the number of people currently using SBS.

 

Product Groups

 

 

 

To add a new product group, click ‘Add’ to the right of ‘Product Group’ dropdown box.  Enter the Product Group name and select ‘OK’.

 

To add a new product, click ‘Add’ in the middle of the screen.  Enter a ‘Product Detail Name’, ‘Notes’ and then select the product group it is associated with.  Once completed click ‘Update’.

 

Issue Groups

 

 

To add a new issue group, click ‘Add’ to the right of ‘Issue Group’ dropdown box.  Enter the Issue Group name and select ‘OK’.

 

To add a new issue, click ‘Add’ in the middle of the screen.  Enter an ‘Issue Detail Name’, ‘Notes’ and then select the issue group it is associated with.  Once completed click ‘Update’.