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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 databaseConfiguration Management Database.
  8. Configure the Service Level Agreements (SLA).
  9. Configure email processing.
  10. Set up and customize the Self-Service Portal.
  11. (optional) Customize the system appearance.
  12. (optional) Customize your notifications.
Tip

Role required: admin.

Configure the organization data

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

Panel
titleTo specify 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

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

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titleTo 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. 

    Info

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



Create user groups

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

Panel
titleTo 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.

    Info

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



Configure the Knowledge Base dictionary

Description: 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.
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titleBefore 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.).

Info

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).

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 the Known Errors Database.



Fill in the Knowledge Base

Description: 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.

Panel
titleFill in the Knowledge Base with the following content:as described here:
  1. Navigate to Knowledge Base → Content Items.
  2. Click New to add 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

Catalogue

Catalog

Description: The Service Catalogue Management grants your customers actual information and details Catalog contains up-to-date information about the provided IT Services services and their statusesstates.

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titleFill in the Service Catalog following the steps below: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 requiredCreate Services in the Service Pipeline menu and specify them with descriptions, SLAs, and other content items of the Knowledge Base.

    Info

    When filling in the Service CatalogueCatalog, for your convenience, you can create a Master Service as a higher , 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 Set your Services to Active state to make them visible to end-users, set its State to Active.


Customize the Configuration Database

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

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titleConfigure the CMDB following the steps belowas described here:
  1. Navigate to CMDB → CI Types.
  2. Click New to add a record for a new CI type. For example, an IT service component.
  3. Navigate to the CMDB → Configuration Items.
  4. Click New to add a record for a new configuration item
  5. Create CI Types such as IT service components.
  6. Create Configuration Items.
Info
Also, you can establish CI Relationshipsrelationships to build the Service Dependency a service dependency map.



Configure the

SLA/OLA

Service Level Agreements (SLAs)

The Service Level Management (SLM) methods

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

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titleConfigure the SLA following the steps below:SLAs as described here:
  1. Create contracts.
  2. Set up IT services, contractsBefore configuring your SimpleOne SLM solution, create Contracts:
  3. Navigate to Contracts → Contract.
  4. Click New, and fill in the form.

    5. 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.

    Setup IT Service, Contracts, and SLA relationships;.
  5. Create Agreements agreements and Commitments;commitments.
  6. Create Indicatorsindicators.


Configure email processing

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

  • Using embedded Embedded email client and integrating it integrated 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.Email processing with inbound email actions

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

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


Set up and customize the Self-Service Portal

To provide a high-quality serviceservices, set up a the Self-Service Portal allowing to give your inner customers the ability to cooperate with the helpdesk department raising by creating tickets, tracking progress, using Knowledge Baseand more. For more information, please refer to the Portals sectionsee the Portals article.

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

Customizing

Customize the system appearance

See the Branding customization article The following table lists and describes some of the system properties that you may find useful. For information on how to change the system appearance. Here are some system properties which would help you., see the Branding customization article.

These system properties are located in To perform this, navigate to System Properties → All Properties.

Property name

Description 

main_page_button_title

Specify Specifies the title for the button leading to the main page.

main_page_button_url

Specify Specifies the URL for the button leading button leading to the main page.

ui.branding.favicon

URI, Specifies where the favicon of the current instance branding favicon is stored. 

ui.branding.logo

Attachment that is Specifies where the source file of the logo on main page logo is stored. 

ui.branding.pageTitle

Title Specifies the title for the main page.

ui.main_page

Specify Specifies the page ID to define it defined as the main page. If not specified, then the default page is displayed.

user.language.default

Defines the default system language available for users set by default. An . This is an authorization property. 
simple.auth_page.help_info

Defines a message that users see when clicking Help on the login page. 

Tip

In SimpleOne OOB, this property is implemented in two instances: simple.auth_page.help_info.ru is is for the message in Russian message, and and simple.auth_page.help_info.en is is for the message in English message.

Customizing


Customize notifications

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

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

Property nameDescription

itsm.notification.additional_comments.icon.href

Link to an image displayed in an additional comment.

itsm.notification.brend.main_button.color_code

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

itsm.notification.contact.email

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

itsm.notification.contact.page_href

Specify Specifies the URL of the contact page. This is the page ( where a consumer customer can contact with an agent or leave a feedback).

itsm.notification.contact.page_title

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

For more efficiency, it is recommended to use these two properties (we recommend that you use the properties itsm.notification.contact.page_title and itsm.notification.instance_href) synchronously in conjunction.


itsm.notification.contact.phone

Specify Specifies the contact phone number of the service desk department.

itsm.notification.instance_href

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

itsm.notification.logo_href

Specify Specifies the URL for the logo displayed in the notification.

itsm.notification.servicedesk_href

Specify Specifies the email contact address of the service desk department.

itsm.notification.servicedesk_title

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

itsm.notification.servicedesk_href property.

Tip

For more efficiency, it is recommended to use these two properties (we recommend that you use the properties itsm.notification.servicedesk_href and itsm.notification.servicedesk_title) synchronously in conjunction.


itsm.notification.spacer24_href

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

itsm.notification.spacer_href

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

itsm.notification.userIcon_href

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

itsm.notification.work_notes.icon.href

Link to an image displayed in work notenotes.

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