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Matrix42 Self-Service Help Center

Service Desk Global Settings and E-Mail Robot

Overview

This page explains how to configure Matrix42 Service Desk basic settings and E-Mail Robot.

Service Desk Settings

To Configure Matrix42 Service Desk, go to Matrix42 Software Asset and Service Management → Service Desk application → click Settings in the navigation area. In the Global System Settings preview that appears, click the Edit toolbar button that opens the Global System Settings dialog. Choose the necessary tab to adjust settings according to your preference.

Functionality Settings

General

  • Default Span for Pausing Tickets (Days): tickets and other activities (incidents, problems, tasks) with the status "Paused" are automatically reactivated by the system after specified in this field number of days;
  • Send Mail Subject Template: manually entered default text, added to the e-mail as an e-mail subject prefix;
  • Do not allow users to re-open closed tickets: select this checkbox if users should not be able to reopen an already closed incident or any other activity (problem, ticket)  through the Matrix42 Self Service Portal. With this option enabled, the Self Service Portal users will have to create new tickets even if they want to report the same issue they had before. Closed tickets can be reopened from the Service Desk only;
  • Mark tickets as "New information received" when adding Journal entry: select the checkbox to enable the activity entry highlighting in bold when a new journal record is added;
  • Mark tickets as "New information received" when adding Journal entry by responsible person: the activity entry in the Service Desk is highlighted in bold only when a responsible user submits new journal entry;
  • Automatically apply the tightest Service Level Agreement when updating Activities:  enabled option skips the message about more suitable Service Level Agreement when updating Activities and applies the suggested Service Level Agreement automatically.

Knowledge Base Settings

  • Enable to create knowledge base article versions: select this checkbox to allow the creation of multiple versions of a knowledge base article in the system. If the checkbox is selected, each time when an article is edited, a user will be able to save it as a new version. Knowledgebase article versions are necessary to create reusable content;
  • Disable knowledge base article rating:  select this checkbox if the portal users should not have the possibility to rate knowledgebase articles on Matrix42 Self Service Portal. As a result, the Rate button and the average rating of articles will be hidden on the portal and the Knowledge Base Article dialog will not display the User Ratings page.
  • Enable knowledge base article comments in Self Service Portal: select the checkbox to enable the knowledgebase article comments area in the Self Service Portal. 
  • Allow sending KBA in custom language: selected checkbox allows choosing a custom language from the list of languages to which the article was translated. Click Send via E-Mail action and choose language from the drop-down list.

Incident Settings

  • Hide assets from the Incident dialog if they have one of the following statuses:  assets with one of these statuses cannot be selected in the Incident properties dialog.
  • Hide users from the Incident dialog if they have one of the following statuses:  users with one of these statuses cannot be selected in the Incident properties dialog.
  • Prefill Asset when reporting Ticket: enabled check-box automatically pre-fills asset for the user who has only one asset assigned. For users with several assets or without any, the asset should be chosen and added to the activity manually. 
  • Disable Ticket rating: select this checkbox if the portal users should not have the possibility to rate the tickets and other activities (Incidents etc.) on Matrix42 Self Service Portal. As a result, the Rate button and the average rating of articles will be hidden on the portal and the Ticket dialog will not display the User Ratings page.
  • Enable automatic Ticket acceptance: the System automatically accepts all the Tickets (Incidents, Service Requests) created by Service Desk Agents (in the Service Desk application). When this option is disabled, all tickets submitted from the Service Desk are created on status new and assigned with "Accept" action;
  • Show relevant Knowledge Base Articles when reporting Tickets in Self Service Portal: relevant knowledgebase article is suggested when the Self Service Portal user is filling out the new ticket or incident form. The article is suggested when the summary text has keywords that match the keywords added in the General settings of the knowledge base article edit page.
  • Inherit Ticket ownership from User: if this option is enabled, the ownership information will be taken from the Ticket Initiator (field User), otherwise, it will be taken from the current user.
  • Close incident when user response stays out: enable this option to automatically close the incidents with status "On Hold" and Reason "Waiting for customer acceptance" after a particular number of days, as set in the next field.
  • Maximum waiting time for user response on solved incidents (days): default 30.

Default Settings

Default Categories

Categories that are predefined when tickets and/or tasks are created:

  • Default Category for Tasks
  • Default Category for Tickets
  • Default Category for Problems
  • Default Category for Incidents
  • Default Category for Service Requests
  • Default Category for Changes

 

Default Roles

Roles that are predefined when tickets and/or tasks are created. Specify the role for each type of available activities:

  • Default Responsible Role for Tasks
  • Default Responsible Role for Tickets
  • Default Responsible Role for Problems
  • Default Responsible Role for Incidents
  • Default Responsible Role for Service Requests
  • Default Responsible Role for Changes

 

Default Templates

  • Default Change Template for Non-Standard Changes: default change template for automatic creation of changes that are requested through the Matrix42 Self Service Portal or via email.

Notifications

E-mail sending section contains sender addresses that are predefined if the Send e-mail action which is performed for tickets or tasks. The SMTP server should allow emails with these addresses to be sent from the mailbox that was set on the Emails dialog page of the Global System Settings in Administration. 

Sender e-mail is specified for each of the available activities in the corresponding fields:

  • Task-Related Sender
  • Sender Address for Tickets
  • Problem-Related Sender
  • Incident-Related Sender
  • Sender Address for Service Requests
  • Sender Address for Changes

 

  • Insert hyperlink to the Self Service Portal into incident-related emails: select this option if you want an automatic link to the corresponding incident on the Matrix42 Self Service Portal to be inserted into emails to customers.
  • Use links to UUX in Service Desk related e-mails: automatically generated links lead to a newer version of Matrix42 Software Asset & Service Management system with an improved user interface, conventionally called UUX.

For the e-mail generation conditions and e-mail related settings see also: 

Reaction point and related activities settings:

  • Notify when task reaction point is near (min):  default 15 
  • Notify when incident reaction point is near (min): default 15
  • Notify when ticket reaction point is near (min):  default 120
  • Notify when service request reaction point is near (min): default  120
  • Notify when problem reaction point is near (min): default  120
  • Notify when change request reaction point is near (min):  default 120

Solution point and related activities settings:

  • Notify when task solution point is near (min):  default 30
  • Notify when incident solution point is near (min): default 30
  • Notify when ticket solution point is near (min):  default 2880
  • Notify when service request solution point is near (min): default 2880
  • Notify when problem solution point is near (min): default  1440
  • Notify when change request solution point is near (min):  default 2880

 

The E-Mail Robot monitors mailboxes and, from the ticket IDs in the subject line, checks whether these tickets already exist in Matrix42 Service Desk for the specific case.

  • Fails time unit: choose from the suggested options day(s), hours(s), minute(s);
  • Maximum attachments size per mail (MB): attached file-size limit.

Check-box options:

  • Enable E-mail Robot: select this check-box if you want to use the E-Mail Robot.
  • Store Attached E-mails in MSG Format: if this option is not selected, attached emails are converted to the HTML format. This can result in a loss of formatting.
  • Use strict HTML sanitizer rules: selecting this option enables more strict rules of HTML sanitizer for e-mails being imported. This will prevent certain attack types, but also can lead to content misrepresentation of some e-mail messages with incorrect HTML markup in them.

Mail box settings

  • Mail boxes: create a mail server by clicking Add under Mail boxes. An input wizard opens.
    • If mail servers are available only via a proxy server, then you should configure Internet Explorer for service account user to use this proxy server.
      • Server Name: name of the server where the mailbox and exchange/OWA is located.
      • Server Type: used protocol; we recommend the IMAP4 or Exchange/Webservice protocol. 
        Signed emails that contain attachments and/or embedded graphics are NOT supported by the Exchange/OWA protocol.
      • Use SSL: select this option if the mail server supports SSL.
        In this case, for Server name, enter the name of the server on which the SSL certificate was issued (for example, the fully qualified domain name).
      • E-mail Address: email address of the mailbox.
      • Account: user account with which you log on to the mail server.
      • Set/change Password: select this option to set or change a password.
      • Password: password with which you log on to the mail server.
      • Confirm Password: repeat the password.
      • Disable mailbox: select this option if you want to disable the mailbox.
      • Continue without establishing connection: select this option if you want to continue without establishing a connection to the mailbox.
        If connection failed, a Connection Log will be displayed.
      • Repair Connection: manipulates the settings to find a valid connection.
    • Click Continue Configuration.
      • Folder Type: type of folder from which the emails are read.
      • Mail Folder: folder in the mailbox which the E-Mail Robot searches for emails. Default: Inbox
        For the IMAP4 protocol, the folder name is context-sensitive.
      • Move To Folder: processed mails will be moved to the selected folder.
      • Ticket Type/Category: ticket type or category that the E-Mail Robot uses for new tickets.
      • Template: default template which should be used for ticket settings. Type of the template depends on the selected ticket type.
      • Ignore out-of-office mails (this checkbox is not available for IMAP-type mailbox): if selected, the "out of office" mails will be ignored and not added to the tickets journal.

You can enable one of the Time Tracking options:

  • Manual Time Tracking allows adding and editing time tracking records per each activity manually;
  • Start Time Tracking wizard automatically suggests filling out working hours manually at the final stage of any ticket processing before closing the ticket.
  • Automatic Time tracking without user interaction keeps track of spent time, performed actions and types of activities automatically. Time tracking entries are generated on the go and recorded to the statistics according to the configured Time Tracking settings.  Click this option to enable automatic time tracking and proceed to the Automatic Time Tracking configuration guide.  

Field Service

Field Service tab is available for the additionally installed Field Service Management package. The following options are available:

ServiceDesk_global_settings_FSM.png