Access to actions
Access to data
Access to navigation items
Adding data about employees and assets
Asset scope
Assigning roles
Availability
Category scope
Closing reasons of a change
Configuring Microsoft Azure settings for the E-mail Robot service connection
Creating an Operation Level Agreement
Creating an Underpinning Contract
Creating a service level
Creating a Service Level Agreement
Creating categories
Creating change templates
Creating email signatures
Creating email templates
Creating quick calls
Creating roles
Creating task templates
Defining holidays
Defining work times
Example 1: basic calculation
Example 2: Creation date outside working times
Example 3: Moving escalation points to a working day
Example 4: Escalation points outside working times
Example 5: Service level units in hours and days
Example 6: Moving escalation points
Example 7: Creation date outside working times, ticket paused
Filling out the master data
Functional principles
- Types of tickets
Importing mobile devices
Phases/statuses of a change request
Service Desk global settings and E-Mail Robot
Standard roles and permissions
Ticket lifecycle
What is a Service Level Agreement
Workflow-based change management process

Filling out the master data

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Before starting your work with Matrix42 Service Desk / Matrix42 Service Catalog, you should enter a series of master data that you will need as a basis for service management.

You can either enter this master data in the user interface or import it.

The following master data is required:

Organizational units
Cost centers
Locations
Employees, computers, and asset data

You can also improve your efficiency by creating templates for recurring jobs