Getting Started

Before starting your work with the SimpleOne ITSM solution, pre-configure the system by following these steps:

Configure the organization data.
Create employees.
Create user groups.
Configure the Knowledge Base dictionary.
Fill in the Knowledge Base.
Fill in the Service Catalog.
Customize the configuration database.
Configure the Service Level Agreements (SLA).
Configure email processing.
(optional) Customize the system appearance.
(optional) Customize your notifications.

Role required: admin.

Configure the organization data

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

To specify the organization data, follow these steps:

Fill in the Locations list.
Fill in the Companies list.
Create your work schedules.
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.

To create employees, follow these steps:

Navigate to Organization → Employees.
Click New to add a record for a new employee. To learn more, see Employees.
Create as many records as required.
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.

To create a user group, follow these steps:

Navigate to User Administration → Groups.
Click New to add a group record. To learn more, see Groups.
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

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.

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

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.

Fill the Knowledge Base with the following content:

Add Service Descriptions and Service SLAs as content items.
Additionally, you can fill the Knowledge Base with content items of other types.

Fill in the Service Catalogue

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

Fill in the Service Catalog following the steps below:

Create Services in the Service Pipeline menu and specify them with descriptions, SLAs, and other content items of the Knowledge Base.
When filling the Service Catalogue, for your convenience, you can create a Master Service as a higher item in the service hierarchy.
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.

Configure the CMDB following the steps below:

Create CI Types such as IT service components.
Create Configuration Items.

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.

Configure the SLA following the steps below:

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.
  Go to the Contract article to find a more in-depth instruction on how to create contracts.
Setup IT Service, Contracts, and SLA relationships;
Create Agreements and Commitments;
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.

Follow the steps below to make your email services available in the system:

Create an account using email server.
Configure SimpleOne Email account with your account settings.
(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. 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 name	Description
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. 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. 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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