Before starting your work with the SimpleOne ITSM solution, pre-configure the system by following these steps:
  1. Configure the organization data. 
  2. Create employees.
  3. Create user groups.
  4. Configure the Knowledge Base dictionary.
  5. Fill in the Knowledge Base.
  6. Fill in the Service Catalog.
  7. Customize the Configuration Management Database.
  8. Configure the Service Level Agreements.
  9. Configure email processing.
  10. Set up and customize the Self-Service Portal.
  11. (optional) Customize the system appearance.
  12. (optional) Customize the notifications.

Role required: admin.

Configure the organization data

To configure the organization data, follow these steps:
  1. Fill in the Locations list.
  2. Fill in the Companies list.
  3. Create your work schedules.
  4. Set the Timezones you use in the system:
    1. Navigate to System Localization → Timezones.
    2. Click New to add a new timezone.
    3. In the Title field, specify the timezone name.
    4. In the Parent field, specify the parent timezone for your custom timezone. To learn more, see Timezones.
    5. To activate the timezone, select the Active checkbox.
    6. Click Save or Save and Exit to apply the changes.


Create employees

The Employees table keeps records of all the information about the people who work in your organization, according to the employment contracts.

To create employees, follow these steps:
  1. Navigate to Organization → Employees.
  2. Click New to add a record for a new employee. To learn more, see Employees.

  3. Create as many records as required. 

    When creating an employee, from the hamburger menu, select View → User to configure user access to the system. This view shows the detailed information about the employee account and login settings.


Create user groups

The Groups table contains the groups that are used to combine users based on certain criteria or classifies them based on specific attributes.

To create a user group, follow these steps:
  1. Navigate to User Administration → Groups.
  2. Click New to add a group record. To learn more, see Groups.

  3. Specify group roles. A role granted to a group determines the level of access that the members of this group have to the system features.

    If you need to create a new role, see the Roles article.


Configure the Knowledge Base dictionary

The KB Dictionary category contains the following components outlining the Knowledge Base structure:

  • Content DB – specifies the databases for storing the Knowledge Base content items.
  • Content Item Class – creates the classes that define the content item purpose and application area (external/internal).
  • Content Categories – creates the category definition for Knowledge Base items to further categorize them as known errors, articles, and other.
Before you start filling in the Knowledge Base with content items, complete the configuration using the KB Dictionary features.

1. Configure the Knowledge Base dictionary for storing your service descriptions and SLA documentation as described here:

a. Create a Content DB (ex: IT Service Catalogue).

b. Create a Content Category (ex: Article).

c. Create a Content Item Class (ex: Service Description, SLA, OLA, UC, etc.).

Complete the next step if the master data is not imported.

2. Configure the Knowledge Base dictionary for storing known errors used within the Problem Management functionality:

a. Create a Content DB (ex: Known Errors Database).

b. Create a Content Category (ex: Known Error).

c. Create a Content Item Class (ex: Known Error).

Complete the next step if the master data is not imported.

3. Add the following menu items to the navigation menu:

  • Add Articles (External) – for external service specifications.
  • Add Articles – for internal service specifications.
  • Add KEDB – for the Known Errors Database.


Fill in the Knowledge Base

Within the Knowledge Base, you can store your service descriptions and SLA documentation as content items. This information will then be available to end-users as external service specifications.

Fill in the Knowledge Base as described here:
  1. Navigate to Knowledge Base → Content Items.
  2. Click New to add Service Descriptions and Service SLAs as content items.

  3. Additionally, you can fill the Knowledge Base with content items of other types.


Fill in the Service Catalog

The Service Catalog contains up-to-date information about the provided IT services and their states.

Fill in the Service Catalog as described here:

  1. Navigate to Service Portfolio → Service Pipeline.

  2. Click New to add a record for a new service. Create as many services as required.

    When filling in the Service Catalog, for your convenience, you can create a Master Service, so it becomes the highest item in the service hierarchy. To do so, on the Service form, click the plus icon next to the Master Service field.

  3. To make a service visible to end-users, set its State to Active.


Customize the Configuration Management Database

The Configuration Management Database (CMDB) collects and stores all configuration records about the attributes and the relationships of your configuration items (CIs). 

Configure the CMDB as described in the Configuration Management article.

Configure the Service Level Agreements (SLAs)

The Service Level Management (SLM) methods and tools are designed to keep and manage information about the IT service quality targets and their values.

Configure the SLAs as described here:
  1. Create contracts.
  2. Set up IT services, contracts, and SLA relationships.
  3. Create agreements and commitments.
  4. Create indicators.

Configure email processing

Configure your email subsystem to use the related features, such as:

To use all the features of sending and receiving emails in SimpleOne, complete the email processing configuration.

Follow these steps to make your email services available in the system:
  1. Create an account using an email server.
  2. Configure a SimpleOne email account with your account settings.
  3. (recommended) Configure the inbound email actions to define actions to be triggered.

Set up and customize the Self-Service Portal

To provide high-quality services, set up the Self-Service Portal to give your customers the ability to cooperate with the helpdesk department by creating tickets, tracking progress, and more. For more information, see the Portals article.

For information on how to develop new portal widgets and add them to portal pages, see the Widgets article.

Customize the system appearance

The following table lists and describes the system properties that you may find useful. For information on how to change the system appearance, see the Branding customization article.

These system properties are located in System Properties → All Properties.

Customize the notifications

Customize your ITSM notifications sent as a result of a trigger within an incident, request, or other ITSM-related entity. To do so, navigate to System Properties → All Properties and edit the property you need to redefine. For more information, see the Email Properties article.

The following table lists and describes the system properties that you may find useful.

Property nameDescription

itsm.notification.additional_comments.icon.href

Specifies the link to an image displayed in an additional comment.

itsm.notification.brend.main_button.color_code

Specifies a color hex code for the brand main button. For example, #E31450 for red.

itsm.notification.contact.email

Specifies a contact email of the service desk department. This email will be displayed in the notification.

itsm.notification.contact.page_href

Specifies the URL of the contact page. This is the page where a customer can contact an agent or leave feedback.

itsm.notification.contact.page_title

Specifies a displayable title of the contact page URL defined by the itsm.notification.contact.page_href property.

For more efficiency, we recommend that you use the properties itsm.notification.contact.page_title and itsm.notification.instance_href in conjunction.

itsm.notification.contact.phone

Specifies the contact phone number of the service desk department.

itsm.notification.instance_href

Specifies the URL for the instance referred to in the notification.

itsm.notification.logo_href

Specifies the URL for the logo displayed in the notification.

itsm.notification.servicedesk_href

Specifies the email address of the service desk department.

itsm.notification.servicedesk_title

Specifies a displayable title for the service desk email address defined by the 

itsm.notification.servicedesk_href property.

For more efficiency, we recommend that you use the properties itsm.notification.servicedesk_href and itsm.notification.servicedesk_title in conjunction.

itsm.notification.spacer24_href

Specifies the image URL for the spacer block in email notifications at the left and right sides and at the bottom of the content part.

itsm.notification.spacer_href

Specifies the image URL for the spacer block in email notifications in the comments block. This is encountered in notifications that use the task comment mapping, such as a "A comment is added" notification.

itsm.notification.userIcon_href

Specifies the image URL displayed as the user avatar in notifications containing comments.

itsm.notification.work_notes.icon.href

Specifies the link to an image displayed in work notes.

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