C2 ATOM Starter Guide V 1.6

Transcription

1 C2 ATOM Starter Guide V 1.6 Created by: C2 Enterprise Reference: DOC EN - Version: 2.3 Last Update: 20/04/2017 FULL SERVICE MANAGEMENT SOLUTION PROVIDER

2 Table of Contents 1. C2 ATOM Introduction Main Screen Presentation Menu Quick Search Creating Tickets Display Panel Tickets and Tasks Grid Environment Configuration Creating an Enterprise / Sub-Enterprise From the Menu Service Desk Enterprises Creating Resources From the Menu Management Resources Creating Clients From the Menu Service Desk Clients From the rapid ticket creation bar From the ticket Creating Custom Field From the Menu Management Custom Fields Catalog Management Defining a Service Catalog Steps for Defining a Service Catalog Creating your Catalog in C2 ATOM Steps for creating your catalog in C2 ATOM Messaging Management Parameters Interaction Messaging Management Resources Ticket Management Creating a Ticket Steps for Creating a Ticket Steps for creating a ticket using the buttons COMPLETE AND INTEGRATED SERVICE MANAGEMENT SOLUTIONS PAGE 2 OF C2 INNOVATIONS INC. ALL RIGHTS RESERVED

3 6.2 To Modify a Ticket CMDB Create InterActions Introduction to the MOBILE LOGIN screen Ticket List Menu to select a Filter or Queue Filters and Queues Menu to see the basic ticket information FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 3 OF 29

4 1. C2 ATOM Introduction The objective of this document is to present the C2 ATOM functionalities and explain how they can be used to efficiently manage your services. This image shows the elements that compose the C2 ATOM structure. It is a simple one with an easy navigation. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 4 OF 29

5 2. Main Screen Presentation Request management is the main function of C2 ATOM. When connecting to the application C2 ATOM, you directly access the main screen. It is from this screen that you easily do follow ups. When connecting to C2 ATOM, you will find the main screen where you can: See tickets and tasks Operate tickets follow-ups See tickets that are close or that exceed the limit date Open tickets for you or your clients Print the summary of a ticket or of the ticket list Return to initial configuration of the grid Number Description 1 Menu 2 Application Authentication and Disconnection 3 Ticket Creation 4 Advance Search 5 Display Panel 6 Tickets and Tasks Grid 7 Quick Search NOTE: This main tab can never be closed. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 5 OF 29

6 2.1 Menu The menu allows you to manage the application and its features. For example, manage resources, customers and businesses, view the dashboard and access the portal. NOTE: The menu display may differ depending on the rights of each resource. 2.2 Quick Search This function allows you to do a quick search on the following items: Ticket number Client name Summary work NOTE: the use of the symbol # (hash) before the ticket number to open the ticket directly (Ex. # ). 2.3 Creating Tickets This section represents the toolbar that allows you to create new tickets. (See Ticket Creation section) FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 6 OF 29

7 2.4 Display Panel This menu is mainly for the administrator but some functions may also be used by everyone. CHAT: Ability to start a conversation with another resource. Also, shows how many resources and clients are connected. GROUPS: Ability to quickly view the members of a resource group. QUEUES: Grouping of tickets that can be used as the first filter (may represent "departments, services, etc."). Queues may be associated with groups to restrict access to certain notes. The number represents the number of tickets and if it is bold, a new one. FILTERS: Custom filters can be created (for all), or resources can create customized ones. STATISTICS: Some fixed filters (default) of the system (they cannot be modified). 2.5 Tickets and Tasks Grid The ticket grid allows you to easily view active tickets. It is also possible to modify the visible grid columns by adding or removing them. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 7 OF 29

8 NOTE: By default, only the tickets and active tasks are displayed in the grid. You can filter the information displayed under the grid under all the different buttons. We have 4 different views available: Ticket Grid Calendar Kanban Gantt We then have 2 types of notes represented by buttons and which filter our different views (left buttons, at the top of the grid). Tickets, Tasks Open, Closed, Draft (this is the status of the ticket) P.S. The Tickets, Tasks, Open, Closed buttons can be used together (e.g. to filter anything). FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 8 OF 29

9 By clicking on the ticket line, you can visualize a preview of that ticket and easily send an , add a note or access more info to modify them. To immediately open a ticket, click on the ticket number in the grid. 3. Environment Configuration 3.1 Creating an Enterprise / Sub-Enterprise Because a catalog needs to be associated with an enterprise, the enterprise creation is the first step in the environment set up. Therefore, if you have many departments / sites or divisions, you can create enterprise subdivisions (sub-enterprises) to group clients. It is also possible to create new enterprises, to deactivate one or modify their information (Ex. Addresses). After that, you can associate clients to one or more enterprises. NOTE: It is essential to assign a catalog to your business, so that all customers have access to the range of requests they are allowed to. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 9 OF 29

10 3.1.1 From the Menu Service Desk Enterprises It is possible to create subdivisions by creating a new enterprise and drag and drop it under another enterprise. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 10 OF 29

11 3.2 Creating Resources Resources are users of the solution C2 ATOM. They are responsible for the ticket management and support clients and their requests From the Menu Management Resources To create a resource, you need to fill the basic information and assign an Enterprise and a Security Group. NOTE: Resources can be both a client and a resource. A customer that was created from the client menu can be converted as a resource and vice versa. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 11 OF 29

12 3.3 Creating Clients The clients are the end users of the application. With each client we associate an enterprise to give access to the catalog it is also possible to join a specific catalog to the client. Another option is to give access to the portal From the Menu Service Desk Clients To create a client, you need to fill the basic information and assign an enterprise or a specific catalog From the rapid ticket creation bar FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 12 OF 29

13 3.3.3 From the ticket NOTE: Customers can be imported with a.csv file or manually created under the management section. 3.4 Creating Custom Field A custom field allows you to add information to a request. You can create or deactivate a field. Here are the types of custom fields that are available: Application Attachments Checkbox CI Client Date & Time Decimal Enterprise External Data External Web Page Geolocation Integer Label List Memo Multiple CI Multiple Client Multiple List Rating Resource Schedule Sequence number Text Url The Client, Resource and CI types are autocompleted lists, based on the item of the same name in the application. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 13 OF 29

14 3.4.1 From the Menu Management Custom Fields All there is to do to create a custom field is to complete the basic information, such as the name of the field that will appear on your form and the type. Once customs fields are created, they can be added to any request, client forms or as an attribute to a CI category. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 14 OF 29

15 4. Catalog Management Since C2 ATOM is built around a service catalog that is the intuitive core of the application and is an ideal management tool for technical resources that use it on a daily basis. It is the same with the standalone consumer services by customers - users through mobile self-service web portals. 4.1 Defining a Service Catalog Define a service catalog is a fairly complex process. There are several ways to structure the information, depending on your needs as it is possible to define several catalogs and assign them to various enterprises. Customizable fields complete the definition of the different elements of the catalog Steps for Defining a Service Catalog After completing the first 3 steps you will have a functional catalog. 1. Identify the requests; Verbalize requests based on what users are accustomed to ask 2. Grouping the request into services; A service is not just a sub-category or department in your company; it must be a service you offer to your customers to provide value by facilitating results. 3. Grouping services into categories; The first level of catalog management is the definition of the categories. A service catalog can be divided into several categories, according to the demands to manage. You can have as many categories as desired. The following steps are used to further document applications according to your needs. 1. Identify and associate custom fields to requests 2. Identify and associate tasks to requests. An Excel template can be used to help you brainstorm. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 15 OF 29

16 4.2 Creating your Catalog in C2 ATOM There are three levels to a C2 ATOM catalog: category, services and request. Creating a catalog begins with the analysis of the services that you offer your customers, identify the services and the possible request they can submit from the C2 ATOM portal Steps for creating your catalog in C2 ATOM 1. Grouping services into categories. a) SERVICE CATALOG / CATEGORIES: Create your categories b) SERVICE CATALOG / SERVICES: Create your services and associate them to a category 2. Create you request template. (Meaning adding custom fields and tasks that will appear in each request). a) MANAGEMENT / LISTS: Create your lists b) MANAGEMENT / LIST ITEMS: Populate your lists c) MANAGEMENT/ CUSTOM FIELDS: Create your custom field with the label that will show on your form. d) SERVICE CATALOG / TASKS TEMPLATES: Create your tasks e) SERVICE CATALOG / REQUESTS: Create your requests with all the information that must appear in the form such as custom fields and tasks. Subsequently, associate the request to a service. 3. Set your catalog and associate it with your clients. a) SERVICE CATALOG / CATALOG: Identify what are the demands that will be accessible through this catalog. b) SERVICE DESK / ENTREPRISES: Assign a catalog to an enterprise. c) SERVICE DESK / CLIENTS: Add one or more enterprise(s) to your client. Here is an example of IT service catalog NOTE: It is not necessary that your catalog is complete, to start the service management. You can identify some priority requests and add others over time. It may be worth starting to create a private Category / Service / Request OTHER, in order to grasp the demands that cannot be categorized. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 16 OF 29

17 5. Messaging In messaging, you must configure the IMAP and SMTP (POP removed for a security decision). Then: Associate a default request to the account. This will be used as a template when creating the ticket by a new . Associate an acknowledgment template that will automatically be sent to the sender of the . Once the account has been configured, go to the next step. 5.1 Management Parameters By default, there is no address in this option, but it is important to add one, because when sending an from a ticket, you want the recipient to see your customized address. The custom tag in the mailbox will also be identified in the summary sent from the solution. So the s you receive will be registered in the right ticket. 5.2 Interaction Messaging If Custom SMTP is set to No, the system s default will be used. For On premise clients, account registered in file C2AtomSettings.config. For SaaS clients, default account of C2 ATOM. If Custom SMTP is set to No, the messaging address will override the default one. (file C2AtomSettings.config). COMPLETE AND INTEGRATED SERVICE MANAGEMENT SOLUTIONS PAGE 17 OF 29

18 5.3 Management Resources In this section, each resource can have its own personalized account to identify where the message comes from when that resource sends and from a ticket. If there are multiple addresses identified in different locations, the in the Parameter section will be the default account. 6. Ticket Management 6.1 Creating a Ticket This section is the toolbar for creating new tickets Steps for Creating a Ticket This section shows how to create a new ticket using the toolbar / search query. 1. Select the origin of the ticket. 2. Enter the name of the client in the appropriate field. a. Select the desired client from the list. b. To see all active client tickets, click on the magnifying glass on the right. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 18 OF 29

19 3. Enter the name of the request type in the appropriate field. 4. Subsequently, complete the fields for all sections in the newly created ticket Steps for creating a ticket using the buttons Using the, you can create a new ticket: 1. If you selected a client in the toolbar, it will be selected for the ticket. 2. From the ticket, you can search to select a request (this action will categorize the ticket automatically). a. Categorize = the ticket type (incident, problem, service request, change request, project), the client catalog, the category and the service. b. These links can be made when managing service catalog requests (see Service Catalog Requests). FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 19 OF 29

20 c. You can also press on to replace the request search bar by fields to categorize the ticket manually (the lists are filtered according to the service catalog configuration «catalog, category, service, requests».) FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 20 OF 29

21 d. You can create a ticket by selecting the ticket type with this button Then the fields for the categorization of the ticket will be filtered according to the type. 6.2 To Modify a Ticket It is possible to modify a ticket by clicking on the edit button in the preview. That way, information can be changed and saved. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 21 OF 29

22 7. CMDB To be able to create a CMDB (Configuration Management DataBase) it is essential to create the folders in which can be found items (location, categories, processes etc.) and categories that identify the attributes of each item in the CMDB. 1. Create folders, if necessary 2. Create categories and add attributes to each. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 22 OF 29

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24 3. Create the inventory items manually or import a.csv file 8. Create InterActions The InterAction module allows you to establish rules for automatic action execution, according to preestablished conditions. This way, you can customize your C2 ATOM application as needed. 1. First, set the target and the type of ticket on which the action must be asked. The target of the action may be a ticket or CI. When it comes to tickets, we can determine what type of ticket interaction will apply. By default, if no ticket type is selected, the action will be applied to all tickets. FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 24 OF 29

25 2. Subsequently, define under the CONDITION(S) section, the acceptance conditions for triggering the action of the process. a) Used to do, in one interaction, groups of OR condition sets that are separated by a logical function AND. Two types of relation are available: AND (default value): Equivalent to the logic function if, which means that the action will be performed only if all the listed expressions are valid. OR: Equivalent to the logic function, if at least one condition is valid, the action will be performed. b) Determining the expression(s) forming part of the condition. Select the origin (Client form or ticket) of the field and the field itself on which the validation will be made, then enter the value that must be validated. 3. Finally, document the action to be made, when the condition is valid. NOTE : The conditons functionality is also available at the CI and ticket searches FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 25 OF 29

26 9. Introduction to the MOBILE This document has for objective to display the functionalities of our C2 ATOM Mobile application. 9.1 LOGIN screen To reach this screen, you must call the following web link: FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 26 OF 29

27 9.2 Ticket List FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 27 OF 29

28 9.3 Menu to select a Filter or Queue 9.4 Filters and Queues FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 28 OF 29

29 9.5 Menu to see the basic ticket information FULL SERVICE MANAGEMENT SOLUTIONS PROVIDER PAGE 29 OF 29