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Preset plan

Before starting your work with SimpleOne ITSM, preset the system by following the steps below:

  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 Catalogue.
  7. Customize the Configuration Database.
  8. Configure the SLA.
  9. Configure email processing.
  10. (optional) Customize system appearance.
Note

Role required: admin.

Configure the Organization data

Description: Before you start the system preset, make sure you have completed the organization structure configuration.

Panel
titleTo specify the Organization data, follow the steps below:
  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. Fill in the Title field with the timezone name.
    4. Fill in the Parent field to specify a parent timezone for your custom one. Learn more about this topic: Timezones
    5. To activate a timezone, mark the Active checkbox.
    6. Click Save or Save and Exit to apply changes.


Create Employees

Description: The Employees list keeps records with information about persons who work for your organization according to the employment contracts.

Panel
titleTo create Employees, follow the steps below:
  1. Navigate to Organization → Employees.

  2. Fill in the Employees list by creating records.

    Info

    When creating an employee, selecting the User view allows configuring user access to the system. This view shows all detailed information about employee account and login settings.



Create User Groups

Description: The Groups list contains all groups that are used to unite users by a common purpose or to classify them by specific attributes.

Panel
titleTo create a User Group, follow the steps below:
  1. Navigate to User Administration → Groups.
  2. Fill in the Groups list with group records.

  3. Specify Group Roles.

    Info

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




Configure the Knowledge Base Dictionary

Description: This KB Dictionary category contains the following components specifying the Knowledge Base structure:

  • Content DB - determine the databases for KB content items storing.
  • Content Category - create the category definition for Knowledge Base items for further categorization as Known Errors, Articles, etc.
  • Content Item Class - create the classes that define the content item purpose and application area (external/internal).
Panel
titleBefore you start to fill the Knowledge Base with content items, complete the configuration using the KB Dictionary features:

1. Configure the KB dictionary for storing your service descriptions and SLA documentation following the steps below:

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, and etc.).

Info

Complete the next step, if the Master Data is not imported.


2. Configure the KB 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).

Info

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 Known Errors Database.



Fill in the Knowledge Base

Description: Within Knowledge Base, storage your Service descriptions and SLA documentation as Content Items. This information is available for end-users as external service specifications.

Panel
titleFill the Knowledge Base with the following content:
  1. Add Service Descriptions and Service SLAs as content items.

  2. In addition to Service descriptions and SLAs, you can fill the Knowledge Base with the content items of other sorts.


Fill in the Service Catalogue

Description: Service Catalogue Management grants your customers actual information and details about the provided IT Services and their statuses.

Panel
titleFill in the Service Catalog following the steps below:

  1. Create Services in the Service Pipeline menu and specify them with descriptions, SLAs, and other content items of the Knowledge Base.

    Info

    When filling the Service Catalogue, for your convenience, you can create a Master Service as a higher item in the service hierarchy.


  2. Set your Services to Active state to make them visible to end-users.


Customize the Configuration Database

Description: A Configuration Management Database collects and stores all configuration records about the attributes and relationships of your CIs. It provides to identify IT services and their various components as CIs and to determine them with the custom types.


Panel
titleConfigure the CMDB following the steps below:
  1. Create CI Types such as IT service components.
  2. Create Configuration Items.
Info
Also, you can establish CI Relationships to build the Service Dependency map.



Configure the SLA/OLA

Description: SimpleOne SLM methods and tools are designed to keep and manage information about IT Service quality targets and their values.

Panel
titleConfigure the SLA following the steps below:
  1. Before configuring your SimpleOne SLM solution, create Contracts:
    1. Navigate to Contracts → Contract.
    2. Click New, and fill in the form.

    3. Click Save or Save and Exit to apply changes.

      Info

      Go to the Contract article to find a more in-depth instruction on how to create contracts.


  2. Setup IT Service, Contracts, and SLA relationships;
  3. Create Agreements and Commitments;
  4. Create Indicators.


Configure email processing

Description: Configuring your email subsystem will allow you to use all related features, such as:

  • Using embedded email client and integrating it with your office software
  • Processing emails with Inbound Email Actions
    • Thus, you'll be able to set up, for example, creating tasks out of letters by sending emails.

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

Panel
titleFollow the steps below to make your email services available in the system:
  1. Create an account using email server.
  2. Configure SimpleOne Email account with your account settings.
  3. (recommended) Configure Inbound Email Actions to define actions on triggers specified.


Set up and customize Self-Service Portal

To provide a high-quality service, set up a Self-Service Portal allowing your inner customers to cooperate with helpdesk department raising tickets, tracking progress, using Knowledge Base. For more information, please refer to the Portals section.

For information about how to develop new portal widgets and add them to portal pages, please refer to Widgets pages.

Customize system appearance

Change the system appearance by editing relevant system properties. To perform this, navigate to System Properties → System Properties and edit the property you need to redefine. For more information, please refer to the Available System Properties article.


System appearance relevant properties

main_page_button_title
main_page_button_url
simple.auth_page.help_info.en
simple.auth_page.help_info.ru
ui.branding.pageTitle
sp.branding.bgMain
sp.branding.favicon
sp.branding.logo
sp.branding.pageTitle
ui.branding.favicon
ui.branding.logo
ui.branding.pageTitle
ui.main_page



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