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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 Users and.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. Configure Customize the Configuration Database.
  8. Configure the SLA.
  9. Configure email processing.
  10. (optional) Customize system appearance.
  11. (optional) Customize your notifications.
Notetip

Role required: admin.

1. Configure

Configure the Organization data

Description: The Organization category helps to configure a structure of your organization. Before you start the system preset, make sure you have completed the organization data the organization structure configuration.

Panel
titleTo specify the Organization data, follow the steps below:
  1. Fill in the Companies the Locations List.
  2. Fill in the Locations the Companies List.
  3. Create your work Schedules.
  4. Set the Timezones you use in the system:
    1. Navigate to {your_instance_URL}/list/sys_timezoneto System Localization → Timezones.
    2. Click New to add a new timezone.
    3. Fill in the Name field Title field with the timezone name.
    4. Fill in Utc offset with the relevant value.
    5. Click Save or Save and Exit to apply changes.

2. Create Users

Description: The Users list is used to keep all detailed information about users containing personal data, account, and login settings required for authentication.

Create Users following the steps below:

  • Navigate to User Administration → Users. 
  • Fill in the Users list;
    • Specify User Roles:
      1. the Parent field to specify a parent timezone for your custom one. Learn more about this topic: Timezones
      2. To activate a timezone, mark the Active checkbox
  • Open the User form.
  • Enter the User Role tab and click New next to hamburger menu on this tab.
    • On the form appeared, select the Role from the list
      1. .
      2. Click Save or Save and Exit to apply changes.
    3.


    Create Employees

    Description: The  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.

    4. Create

    1. 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
    Organization →
    1. User Administration → Groups.
    2. Fill in the Groups list with group records.

    3. Specify Group Roles

    :
    1. Open the Group form.
    2. Enter the Group Role tab and click New next to hamburger menu on this tab.
    3. On the form appeared, select the Role from the list.
    4. Click Save or Save and Exit to apply changes.

    1. .

      Info

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



    Configure

    5. 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 for KB content items storagingstoring.
    • Content Category - – create the category definition for Knowledge 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:
    Configure

    1. Configure the KB dictionary

    for storaging

    for storing your service descriptions and SLA documentation following the steps below:

    a. Create a Content DB (ex. IT Service

    Catalog

    Catalogue).

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

    c. Create a Content Item

    Class 

    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

    storaging

    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.



    6.

    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
    .Add
    1.  and Service SLAs as content items.
    info

    2. In addition to Service descriptions and SLAs, you can fill the

    Knowledbe

    1. Knowledge Base with the content items of other sorts.

    Create the Content Item of the Knowledge Base following the steps below:

  • Navigate to Knowledge Base → Articles;
  • Clik New to open the form.


    • Fill in the

    form.
  • Click Save or Save and Exit to apply the changes. 
    • 7. Fill the Service Catalog

    Service Catalogue

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

    Infopanel
    titleNote

    Before filling the Service Catalog, at first, create a Primary Service as a higher item in the service hierarchy.

    Fill in the Service Catalog following the steps below:

    1. Create

    a CI Type for your IT Services.Create Services and

    1. 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.
    8. Configure


    Customize the Configuration Database

    Description: A Configuration Management Database collects and stores all configuration 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
    or its component
    1. components.
    2. Create Configuration Items.
    Info
    In addition
    Also, you can establish CI Relationships to build
    the Service
    the Service Dependency map.
    9.



    Configure the SLA/OLA

    Description: SimpleOne SLM methods 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:
      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

      the SLA following the steps below:
    2. Create Agreements.
    3. Craete Commitment Types.
    4. Create Commitments.

      5. 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.

      Customizing system appearance

      See the Branding customization article to change the system appearance. Here are some system properties which would help you.

      To perform this, navigate to System Properties → All Properties.

      Property name

      		Description 

      main_page_button_title

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

      main_page_button_url

      		Specify URL for the button leading to the main page.

      ui.branding.favicon

      		URI, where the current instance branding favicon is stored. 

      ui.branding.logo

      		Attachment that is the source of the logo on main page. 

      ui.branding.pageTitle

      		Title for the main page.

      ui.main_page

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

      user.language.default

      		Defines system language available for users set by default. 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 for Russian message, and simple.auth_page.help_info.en is for English message.


      Customizing notifications

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


      Property nameDescription

      itsm.notification.additional_comments.icon.href

      		Link to an image displayed in additional comment.

      itsm.notification.brend.main_button.color_code

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

      itsm.notification.contact.email

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

      itsm.notification.contact.page_href

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

      itsm.notification.contact.page_title

      Specify displayable title of the contact page URL defined by the 

      itsm.notification.contact.page_href property.

      Tip

      For more efficiency, it is recommended to use these two properties (itsm.notification.contact.page_title and itsm.notification.instance_href) synchronously.


      itsm.notification.contact.phone

      		Specify contact phone of service desk department.

      itsm.notification.instance_href

      		Specify URL for the instance referred in the notification.

      itsm.notification.logo_href

      		Specify URL for the logo displayed in the notification.

      itsm.notification.servicedesk_href

      		Specify email contact of service desk department.

      itsm.notification.servicedesk_title

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

      itsm.notification.servicedesk_href property.

      Tip

      For more efficiency, it is recommended to use these two properties (itsm.notification.servicedesk_href and itsm.notification.servicedesk_title) synchronously.


      itsm.notification.spacer24_href

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

      itsm.notification.spacer_href

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

      itsm.notification.userIcon_href

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

      itsm.notification.work_notes.icon.href

      		Link to an image displayed in work note.

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      Create Timpoint Indicators.

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