Core Module Breakdown

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Contents

Logging In/Out

Logging into A1 Core can be done as several users by follow the URL and the following extensions for:

http://a1core.apoyar.eu/

Each user has a different front end of the system. They have their own restrictions and privileges.

Provide the right username and password to log in to the system.

Overview

The overview tab has different features to keep track of recent actions and developments of the system for experts and admins.


A1 Today

A1 Today will show one screen, a compact frontpage of a newspaper, with a lot of information on it.

  • Different statuses of tickets and how many are on which status and an option for the last 24 hours
  • An advanced search option for finding tickets
  • A history of what has been done with options for today, yesterday, last week, last month and last year
  • Changes in tickets, customers, experts, Assets and CA items since last login

There is a refresh option to keep the page updated.


Graphical Summary

4 graphical summaries are displayed;

  • Top talking clients: the clients with the most tickets in bar graphics
  • Top assets: the assets with the most sales in bar graphics
  • Top Key Item Affected: the most tickets who are Key Item Affected in bar graphics
  • Tickets by severity: a 100% circle with the different severities will be displayed and the amount of tickets with a certain severity will be displayed in %

This tab helps to value progress easier and to have physical material to work with regarding research and presentation.


Feature lists

The feature list shows features and bugs reported by a user of the system.

By clicking on this icon: file:add features.jpg in the top right corner of your screen, a screen will appear where you can input details about the feature or bug.

First you choose a category, then you determine the reproducibility as well as the severity (going from a feature to crash. Next you select the browser you are working with and provide the version aswell (mandatory field).

A summary and description are required next and also mandatory. Finally you can add steps to reproduce and add an attachment.

Click Report to add the feature/bug to the list.

To view a bug/feature simply click the item. You can change the information from the fields where a notepad icon is displayed. Aswell as adding comment by clicking the green plus icon.

This Tab is not available for experts.


A1 Updates

Gives a summary of all the changes and what is new on the system. According to version it will display the date of updates, what type of update and extra information on that update. These are mostly improvements to the system or resolved bugs.

My items

My items is personalized by account. It stores:


My reminders

An online agenda with calendar will allow the user to set reminder on specific dates and specific hours. This tab is not available for customers.

How to set a reminder

As you noticed the hours are divided in half hours to have a more functional overview.

To view a reminder, simply click it on the agenda and a screen will pop up. Here you can view the information of the reminder again and change the status of it;

  • Accept it, the reminder will be completed afterwards
  • Sleep it and choose a snooze function where you select the minutes
  • Reschedule it by choosing a different date and time
  • Reallocate it to a different expert
  • Delete it


My messages

My messages show you an overview of received messages. There are three types of messages: informational, warning or error. You can filter the message list on status (read and unread) or type. Messages will be displayed with subject, date and who it is from. At the end of the line, a cross icon is visible. To delete the message, click the icon.

Compose a message


My views

My views allows you to ‘follow’ specific tickets. You can set up a Ticket View Builder which allows you to sort tickets according different filters, set order, action icons and in columns. This tab is not available for customers.

By clicking the Ticket View Builder in the right corner you can customize your own View for the tickets you follow.

Adding a ticket View Builder


My Profile

You will see a screen with several tabs and information about your account if you are a customer or an expert. Admins can only edit their account information (marked with a red dot on the screens) With 'edit' changes can be made to the following information:

  • Password
  • Time zone and interface language
  • Company name + logo (separate for invoice logo)
  • Contact details

After implementing changes, clicking 'update' will save and display the changes.

Experts have extra options such as change departements, list their own tickets, view update loge, view extra contact details, attachments and reminders. Last but not least you can manage points.

They can also edit their own details (changes can be made to the fields with a red dot)

The customers profile is more restricted here and can only view their own tickets, their update log, create new tickets or employees, and email domains.

Ticketing

The Ticketing module allows the admin and experts to create tickets in various ways and also provides different functional overview of the tickets. There are two ways to create tickets; When working with a help desk, the call center screen is very helpful in registering the calls and by providing the correct information, automatically creates a ticket regarding the call. The other way is to manually create a ticket. There will be a template available to input the necessary information. The created tickets will be sent to the ticket pool. To manage a ticket there are multiple actions to be made with the goal set on closing them and adding the resolution to the knowledge base in a reasonable amount of time at a fair billing rate.


Get Support

When you log in as admin this tab won't exist. This is where the customers make their tickets, view their tickets and ask for support via e-mail or chat.


My Tickets

My tickets will show a list of existing tickets of the customer with an option to refresh and filter on status.

Create a Ticket

How to create a ticket is the same for all users. Please check the steps below for creating tickets manually.

Call me

Call me is a feature than can be requested by customers when they would like to receive a call. As customer, who to call will always be set. They can then provide a contact number, set an hour they would like to be called and give a description what the call will be regarding. Sending this out will create a ticket with the message to call the customer.


Call center screen

When a customer calls the help desk, the information about the call can be registered here and will be made into a ticket which will automatically be sent to the Ticket pool.

Create ticket via call center screen through help desk


Ticket pool

The ticket pool is an overview of all the tickets in the system. They are arranged by ID number and detailed by the ticket type, customer name, expert name, description (short), date of creation, date of update. A star will indicate the urgency (grey is normal, red is urgent, … ), see the latest update and an option to print the ticket.

Right under the tab ticket pool, 2 icons are available. A red box with a cross and a mini-flowchart. The red box will allow you to delete a selected ticket. The mini flowchart will relate two or more selected tickets.

When dealing with multiple pages of tickets, filters can be applied to find a certain ticket.

Filter 1: all tickets, PSA tickets, Non PSA tickets, VAR/expert tickets

Filter 2: Service request type: a pull down menu with all existing categories are available.

Filter 3: Filter by activity: closed, pause, open, in behandeling, … .

Filter 4: By departments: a pull down menu with all the existing departments are available.

A refresh option is available to keep track of newly added tickets. Another way to find the ticket you’re looking for is the advanced search button. This screen will allow you to add a condition to search for.

The options here work in 3 steps. First you search on conditions.

Next step is to define the condition to set equations with the following possibilities

The third step is provided by you.

Example 1: I need to find ticket with ID 255, I don’t want to browse the list so I click advanced search. Choose Ticket ID with ‘equals’ and type 255. First ADD the condition before you search.

Example 2: I know nothing about the ticket I need except the date. Choose ‘ticket created on’, ‘equals’ and type the date (dd/mm/yyyy)


Ticket Pool (Max)

This screen is almost the same as the normal ticket pool. There is only one filter, you can apply and a link to the normal ticket pool.


Ticket Pool Slider

This pool shows two ticket pool above each other with the same options as in the normal ticket pool module.


Tickets by SLA

Here you can find or organise tickets according their SLA.


Create a ticket

This is a more manual way of creating a ticket.


Search tickets

This screen will allow you to place a search according to various details about that ticket. It’s very similar to the advanced search option in the ticket pool. Though some options here, can’t be found there.

When clicking on a selected ticket you can manage tickets.

Assets

Asset Wizard

To add assets to the system, a wizard can be used. The wizard has 3 steps.

  • Asset details: parent category (pull down menu), brand name, model name, asset name, optional comments, blog and the actual location. Here you also decide of the asset is active or not.
  • Using the spyglass icon you can add existing customers and employees to the asset. When customer/employees are not in the system, options to check boxes new customer/new employee are available.
  • Asset category fields: to define an asset more and more, there are several custom fields that can be filled. Simply click a defining custom field in the list, give in the value for that field and with 'add' it becomes available in the list below.

Adding the asset will bring you to a screen where all the assets are listed.


Asset Category treeview

Instead of a list, this is an alphabetical tree of the parent categories as big branches and the asset categories as little branches. A number behind a category will say how many assets of that category are in the system. If you click one, details of the assets in that category will be displayed. This is the same screen as you see when you view the inventory assets, the same options are also available now. When you right click a category in the tree there are also options who become available for that category: to add a new asset category, add a new asset to the current category, edit the current asset category or delete it.

This is a very functional overview, to see how many assets reside in each category and the fastest way to look at the details of an asset and change anything about it.


((Manage inventory assets

A list of all the existing assets. Provided by ID, asset name, category, brand, model, customer and location. Various icons are available; edit, delete, services, customer tickets, attachments, software inventory, update log and an asset blog.

Aside from the asset wizard; you can also add assets manually one by one, or import them using a template available in the right upper corner.

For the customer this screen will show the assets belonging to that customer with a search and advanced search option. Customers can not add assets.

Adding assets manually can be done as admin or expert. They can also import inventory assets.

This tab is not available for customers. ))


Asset templates

A list of all the existing asset categories and their parent categories and sometimes comments. You can use this to see where an asset might belong. Only 3 icons are available here; to edit, delete and select category fields(which you can also do in edit). There is normal search option available to find a specific category with a part of the name or the complete name.

Adding a category can be done by experts and admins.

Adding a category is also possible if you would like a new one; you can add a new parent category name or a new asset category name under an existing parent category name. If you want to create a new parent category name you should leave that field empty since you can also choose from existing categories. Fill in the name of the new parent asset category in the asset category name. You can choose to attach an icon to represent that category and leave a little comment. Click 'add' to add the new made category.


Store

The store holds products that are for sale. These are the assets who are typed as product catalogue assets or service catalogue assets. Clicking a product or a service will show you information about the product/service, a picture, technical information, price, model, delivery and manufacturer. The store has a different front end than just logging in as a customer.

Customers

The customers tab allows you as admin to manage your customers on different issues:

Invoice

This tab is used to pull up invoices from various customers to have an overview. By clicking the search option you are able to select a customer with their invoice details. Choosing a period of time is not necessary but can be helpful to find a specific invoice or action.

When you have selected the customer, press the option 'Get invoice details'. This will show an extention to the screen below and display the tickets requested by that customer, description of the ticket, bill type, bill amount, total action time, total bill amount and total amount.

There is also an option to verify each ticket.


Search Accounts

Search accounts allows you to browse different customers, reseller and services and get a view on the transactions made by them. Transactions involve supportpoints and allow you to see which reseller, customer or service required a certain amount of points and who requested the transaction. Choosing a service will display all the customers who have used this service and details about it. Choosing a customer will display all transactions of that customer.

To search, there are various options available. When you leave them all empty, every transaction will be displayed. Fill out certain fields with the right information and you will receive the information you need in an extention of the screen below.


Customer Payments

Here you can view the various payments of customers.


Manage Customers

As Admin this tab gives an overview of the existing and active customers with extra details. You can also search through the list and do an advanced search to get a more accurate result. When clicked on 'search' several fields of information are to be filled in to acquire result. The advanced search option has more fields to be more specific. A filter can be applied to give more narrow overviews.

Adding customers can be done as admin and as expert via the wizard 'add a customer' or via 'import customers'


Edit customers

As you can see the two different options above to add customers require some of the same information. The other information can be inputted afterwards if chosen to. On every customerline there are a series of icons displayed at the end of the line.

Starting with the notepad as the first, there are 11 icons.

File:icons customers.jpg

  • The notepad; allows you to edit customer details
  • The x; allows you to delete that customer
  • The wheel; allows you to edit the service details
  • The little man with a plus; allows you to edit contact details
  • The couple; allows you to edit employees of that customer
  • The female; allows you to edit the Customer Assistants
  • The buoy; allows you to edit customer tickets
  • The blocks; allow you to edit customer assets
  • The paperclip; allows you to edit attachments
  • The diskette; allows you to view the update log
  • The envelope; allows you to add e-mail domains

These can be convenient when importing customers through the importing system and adding details later.


Inactive Customers

This tab merely shows the inactive customers with a few details. These customers can be clicked and the customer details will become available. Next to the username there is an option called 'activate' if you would like to reactivate that client.


Search Customers

The normal search option allows you to find customers specified by a keyword, a certain date, location, e-mailadress, ... .

An advanced option to search customers is also available. This feature will allow you to search fast and efficient through the list of customers using a different method than the normal search. Some details you can search on in advanced search are not available in the normal search. F.x you can search a customer on number of tickets, but if you do not know how many but are sure of a max and min, you can search between those max and min and get result.

For an expert these tabs are not relevant. Expert can customize their view on customers with 'I manage Customers' and have the same options as the admin on the tab 'Manage Customers'. They can also place a normal search and a power search.

Experts

For the admin the expert module allows you to have an overview of your experts with options to add them manually or import them with an excel template which can be used to import more than one expert at once. You can modify your experts and place advanced searches on them.


Freelancer Payments

This tab allows you to see the payments made by freelancers when they have an account on the server. If they don’t have an account, the screen will show ‘no freelancers found’.


Manage freelancers

(What is the difference between freelancer and expert?) My guess: freelancer is someone who doesn’t work fulltime as an ICT expert, they have knowledge and skill but work in their own time and have different skill levels

(How to add? Or is it via adding an expert that you choose freelancer as role and not agent?)


Manage experts

Manage experts allows you to have an overview of all the experts currently active. Their real name, username, location, postcode, rating and last login are visible. Icons behind the experts are also available for various options. Editing, deleting, editing departments, contact details, tickets of that agent, attachments and an update log. The last icon is to add asset categories to agents if needed. Clicking will open the following screen to modify an expert.

(You can filter the list by searching for a different status or type. For type you can choose freelancers, will that show the same screen as the ‘Manage freelancer’ tab does? Why double?)

Adding an expert can be done via 'add expert' or 'import expert'

This tab also allows you to place a normal or an advanced search (see above) on the experts to find a particular one.


Departments

Departments are the different levels of support or resolver groups. Tickets can be assigned to different departments and so can experts. Adding a department can also be done.


Power search

This option will allow you to search through experts based on one word from their details f.x location or name.


Inactive experts

Inactive experts are the experts who are obviously not active anymore. By clicking them you will see the expert details and an option to reactivate that expert. When activated they will not be seen in the inactive list anymore but join the other active experts.

For an expert this tab allows you to have a customized view over the experts with I manage Customers. The Manage Customers tab is also available with the same options as admin and your own screenname will have a green dot in front of it to indicate that's you. Experts can also search and power search through the existing and non-active experts.

Security

Security Roles

A list of all the security roles available in the system with options to remove or edit them.

  • Admin: Management of the complete system, definition of roles and menu structures, definition of all security templates
  • Expert: Handles Tickets, Assets (CMDB) and Customers CRM
  • Freelancer: Handles Tickets
  • Call Centre: Customer Services, Sales, Addendum to tickets
  • Human Resources: Recruitment process of Freelancers
  • Regional Sales Agent(RSA): Manages all resellers in his territory
  • Value added reseller: Sells, Supports the Products and Services
  • Independant Sales Agent(ISA): Sells to individuals or companies, performs relationship management
  • Affiliate: Referral Partner or Web Site
  • Customer Company: Customer with multiple employees/users and or sites
  • Customer: Single Customer / User
  • Marketing Agent: Management of the Service & Product Catalogues, support of the XML for web site(s) content

Admins can customise new roles.


Add a role

To add a role, only the name is obligated. First a parent security role can be selected if you would choose to make another Security role under a parent role. To create a new parent role, leave it blank. Then the name can be inserted. Next is the type of user; Admin, Reseller, Agent, Customer. The question here is, how will a user behind this new role login. The interface can also be chosen from a list from existing roles with a customized interface. You can even add a new Interface where you can choose an existing template and create a new one. The last thing to define is the home page, where will this user start when he/she logs into the system. When satisfied, click ‘add’ and a new option becomes available. You can add privileges from a pull down menu to allow that role to control the flow of the system.


Flow Control Security

These are the all the privileges a role can have. No option to delete or edit these. You can however see which privileges are awarded to which role. Clicking the spyglass will show the roles that have that privilege. To change these, you will have to go to Security Roles and change the privileges there by adding or removing them from the list in the editing page.


User Interfaces

Different interfaces have already been made according to their security role. You can edit or remove existing interface and also add new ones.


Add interface

When you add a new one, the only obligated field is the name of the interface. You can choose an existing template for the new one or you can leave it black and edit it afterwards to your likings.


Edit interface

This is actually the best way to fully control how an interface is set up and how the settings are chosen. The interface is very much defined by the menu structure and it’s items (displayed in URL). To add a menu item to your interface choose one form the pull down menu and click ‘add’ which is the button behind the 4 options which can be checked false/true which allow this user to add/edit/delete or view Menu Items. The added menu items will be displayed in the list below and have the boxes add/edit/view/delete by default checked true.

A list of all the menu items are available with their URL and boxes to check false/true to add/edit/view/delete them. Which means if they are all true, this user can do all those things with any menu item. A separate delete option is available to delete a menu item from that interface. Simply update the page when changes are made.

Messaging

This module has 2 sub menus. Compose a message and my messages. Both have the same options and will direct you to the same pages as the sub menu 'My messages' under the module My Items.

System Settings

Settings

Various options to optimize the system can be configured here but only as ADMIN.

When logged in as an EXPERT you can also find a tab settings under System settings.

Another set of different options are available for CUSTOMERS.

As a customer next to configuring these settings you can also download a few features such as the Alerter. Simply click on the blue link and the download will start immediately, free of charge. Support Software can also be downloaded via the same way.


Contact methods

Contact methods are all the available ways to contact a person such as; address, box number and city, e-mail, fax, house number, mobile, msn, phone, skype ID. Icons to edit and delete existing contact methods are available.

Editing an existing contact method/Adding a new contact method


Reminders

Reminders tab will take you to My reminders.


Canned Messages

Canned messages can be used to sent quick replies or request to customers with premade messages for certain circumstances. Again a list of all the existing ones are available with options to edit and delete them.

Add a new canned message/edit an existing canned message

A title (few words to know what the message is about) and the message are obviously required when editing a message or adding a new one. Checking the box ‘I have proof read this message’ should be checked true. Update when you are satisfied.

The expert can also acces this tab.


My profile

Will re-direct you to the profile of the admin, with the company settings, account info, system settings for the admin profile and contact details. As admin you can change the password and logo's.

The expert can also acces this tab.


Aliases

Aliases allows you to change the alias for Admin, Expert, Customer and Reseller.


RSS Feeds

Adding an RSS feed requires a title for that feed, the URL and checking true/false will make the feed Active.


Login page settings

Login page settings can be set so they can be seen on the login screen, by checking the first box true. A title, Login text, information text and extra information can be given. These texts will appear on the login screen on different places on the login screen.


Languages

When working with a multicultural company or clientel different languages are most welcome. Languages can be set to active, which means they will be able to be chosen when customers, resellers or experts register themselves. One language can be chosen as the default language. Again, options to edit and delete are available.


Add language

Requires the language name, culture info (country, abbreviation, …), check boxes true/false for active and default. When satisfied, add the language.


Phone Numbers

Contact numbers can be inserted here.


Add a contact number

This requires a country name and the language, and the number.


Customise RSS feeds

This screen, other than ‘RSS feeds’ will allow you the choose available RSS feeds which you add in the tab ‘RSS feeds’ and actually use them. This tab is also available for experts. They can then choose from the RSS feeds added by the admin.

Mail Engine (System Settings)

The mail engine of this system is developed to allow the system to send e-mails from the system to customers, experts, resellers, ... . To do that, a lot of settings must be set up first. When starting with this system, setting up these settings are of high priority.

How to set up e-mail settings

Service Level Agreements

Contracts

Contracts are part of the SLA. They can be made internally (OLA's - Organisational Level Agreement) or externally in the form of a UC (Underpinning Contract) with a third legal entity. These contracts contain the agreements under which services can be delivered.

Contracts can be added as attachments to customers or assets in the form of a word document.


Services

In the System

Service Level Agreements (SLA’s) are defined as ‘services’ in the A1 core system. These services can hold contracts and individual SLA’s. They require a response and a resolution target, aswell as a contract name. The hours during which the service (in this case say ICT online support) can be delivered are also defined. These services can be added to customers.

Ticket Flow Settings controls the way the ticketing process will run. One of those settings assigns a default SLA to creating a ticket based on Customer or Asset. When Customer is chosen, creating a ticket for that customer or by that customer will have the SLA of the service which is currently active and assigned to that customer.

A treshold value can also be defined within the SLA. This is asked in percentage. The treshold will warn you (on the given %) when the SLA targets aren't met. So if you would have an SLA with a resolution target of 4 hours and the treshold input is 50% then the system will warn you after 2 hours when the issue hasnt been resolved yet.

You can edit the different services as well as create them


Add new Service Level Agreement

To add a new service, first a type is required. A pulldown menu allows you to choose from

  • operational service
  • normal service
  • PSA service

To procees a name is mandatory as well as the points multiplier in %

Then come the settings where the targets can be chosen in minutes, days, hours, ... . The value treshold is required in percentages.

Contract details are next; a contract name is obligated to proceed with the service. Adding an attachment is optional.

Finally the hours of service can be chosen via beginning and startings hours and the days the service will be available.

Click add to add the service to the list of existing ones.


How it should be

The list of services you or your company want to provide to your clients need to be defined in a catalog. This way clients can flip through it when they require services. Based on services they want/need contracts can be made to ensure the service will be delivered when necessary and in a correct manner.

With every service there is a response and a resolution target. These are agreements over the times in which the client expects to be helped and the time the provider needs to ensure that service. The system allows to set a treshold value to alert the expert when these times are nearly up or have passed.

Services also have 'hours of service'. These are the hours in which the service can be delivered. The response and resolution target should be customized to those hours. F.x if the hours of service for service 1 are between 07:00 - 17:00, a ticket for that service coming in at 18:00 should'nt expect to be picked up before the next morning at 07:00, thus the timer for the response and resolution time will not start running.


Hours of Service

Hours of Service are the hours/days in which the service is available. F.x the service 'night' will have hours of service between 12.00am and 06.00 am. When a service is delivered between those hours, it's classified under the service 'night'.

Ticket Flow (System Settings)

Ticket flow settings allows you to manage the way ticketing will run. Various options about the ticketing process and ticket details can be customized to fit own purposes. These settings will basically determine the way your ticketing process flows, literally.

A few options for the general ticket flow can be decided. F.x. Force experts to write a knowledge base article on ticket resolution. When this is clicked on, an expert who is resolving a ticket will be asked to write a knowledge base article about it before it he can proceed with resolving. This will allow a greater base of knowledge and handling tickets with similar problems will get resolved faster.

Others are simply to customize the view when you are managing a ticket. The ticket statistics, customer details, SLA statistics.

A simple click on update will save and apply the changes.

There are various other tabs such as;


Ticket Key Item

Ticket Key Item allows you to see all the categories there currently are for Key Item affected tickets. You can place a search and hit go. You can edit, delete or select category fields for current categories, as well as add new categories.


Ticket Priority

Ticket priorities shows the different priorities currently available for the ticketing. With their icon and color. Again you can edit and delete the current ones and add new ones.

Adding one will require the name and optional an image to represent as icon. You can also check a box that will make that ticket priority the default ticket priority. Right now that is normal. This can be know by the blue arrow in front of the ticket priority name in the list.


Service Request Type

Service Request Type are the current types available in the system viewed by Active status of Non-active status and their corresponding tickets.

You can add new types aswell, the only requirement is to name it. Optional a parent type, choice to set requirements for the request type (asset or/and key item are required for this); boxes to check for making it the default service request type or a standard work request. Then choose if it is active and a department name to refer to the experts handling ticket with that service request type.


Ticket Status

Shows the different statuses currently available for tickets with corresponding colors, you can edit and delete them, as well as add new statuses.


Ticket Substatus

Shows the different substatuses currently available for tickets, allowed to be edited and deleted. Option for making new ones is available.


Ticket Type

Shows the different types for tickets in the system, option to make new ones is available here too. The type with a blue arrow in front of it shows that ticket type as default.


Reject Resolution

When resolutions are rejected you can automize it so you don't have to give in the same reason over and over again. A simple written reject resolution message can be used for those purposes, much like the usage of canned messages or knowledge based articles. You can add them aswell as edit and delete them.


VAR/expert processing

Here you can set Default Elapsed Time ticket to Global Pool in minutes as well as Maximum Elapsed Time ticket to Global Pool

Key Item Affected

The key Item Affected (KIA) is and important concept used in the Apoyar Service System. The KIA is the specific element of a configurable item in a Configuration Management DataBase (CMDB).

In Incident Management the Asset is often referred to as being the Configurable Item (CI), however assets may have component level items that can cause incidents. These detail level components are identified in the Apoyar System as being KIA's.

Example: A CMDB has three branches, Network, Hardware, Software. We can drill down the branch of Network to find many nodes in the tree for example CMDB >> Network >> Router >> Area Router >> Cisco > Software Version X.X

The software may have caused an incident and therefore we would identify the KIA to be "Software Version X.x" , whilst the asset is Cisco.

In problem management it is important to be able to identify both catagories of incidents for example who many Network Problems? Or Asset related queries such as "How Many incidents this month involving Cisco" or by drilling down to a lower level such as "How many incidents of IOS V2.2 ?"

When creating tickets A1Core allows you to define in ticket flow settings the need or requirement to specify either KIA, Asset, or both. By specifying KIA you can autoroute tickets to respective resolver teams (departments) or present stand solutions in the knowledge base.

Knowledge Based

Knowlegde based articles are written solutions to previously handled tickets. Experts have made a guide or steps on what to do when you stumble accross that problem. They are a very handy tool for quick ticket resolution. They allow you to locate a similar problem that another expert has resolved allready by browsing through a list of articles which can be easily find by inserting keywords. Instead of taking the time yourself to resolve the problem, which could take longer than reading the article, a few keywords from an active article might be the answer to the ticket.

The knowledge based articles can be made when resolving a ticket by clicking 'knowledge based' on your ticket screen. Or under the tab 'Knowledge Based' there is an option available to add them aswell.

This feature is very useful for experts and admins. Customers can also browse through the list of existing articles. That way they might not have to make a ticket for a certain issue if an article can help them first.

Adding a Knowledge Based Article

Reporting

Reporting gives you a very clear table/pdf file? about tickets, customers, experts and assets, which can be easily mailed or printed. Would your customer like an overview of his tickets with relevant information? Ask a summary report with that customer as data input and every ticket requested by that customer will be displayed along with alot of other information. Would you like a list of your experts and customers? Inputting different data gives you access to various reports about what you want to report about.


Ticket report

Tickets can be reported in a summary or a detailed report. First you need to select what content of the report. You can search on different areas --> ticket areas

A ticket ID range is required to succesfully request a report.

A detailed report will open a printable pdf file with ticket details

A summary report on the same search will show a table with ticket details.


Asset Report

Assets have also various areas to search upon to make reports of them --> asset areas

Again a detailed and a summary report are available;


Expert Report

Reports on experts can be made by inputting data in the follow areas --> expert areas


Customer report

Report for customers can be requested by inputting a lot of data equal to that of an expert; the street name, name, username, contact details, e-mail address, creation, starts/ends with, ... But customers also have different data to report:

  • Customer type
  • Terms of payment
  • Service Name

The pdf-file makes it easy so either save or print the report very quick. You can even choose the Sorting style adapted to each of the topics (you can choose different sorting topic for customers than you can for experts) and if the information is in ascending or descending order.

Menu structure

This module allows you to play with the layout of the menu which is the collumn to the right. You can shift modules around and add different ones for different users. You can also switch places for every user according their own desire. The change of one user's menu structure will not affect other user interfaces. This can be done by simply clicking and dragging the modules to the position you want them to be in.

Every module has sub menus. By clicking the module you can view the submenus with their url and their position in the list. Clicking/dragging will change their place and update the user interface when ready.

Selling and Delivering services

One of the many functions of the A1system is it being a store. You can create catalogue items(assets) in the system and put them online for purchasing. There are 3 types of catalogue items;

  • Inventory Asset: a product which belongs to a customer/employee or owned by the system's operators, used for inventorizing. These items can be sources of incidents (KIA).
  • Product Catalogue Item: actual products which are sold in EUR and displayed on a selling site.
  • Service Catalogue Item: a service being selled by a price, or by the chosen currency of the system. Before using the a1 system the customer has made a list of services they wish to receive from Apoyar out of the Apoyar Service Catalogue. These items allow the rendering of those services.

Each type of catalogue item has it's own wizard.

Creating an Inventory Asset

  1. Asset details; a Parent Category, model, brand, components, asset name and the possibility for comments.An Asset Blog and physical location can also be given. Checking the box 'Active' will place the item in activity.
  2. Customer details: here you can search through existing customers to link the asset to by clicking the first icon, as well as employees if necessary. When a non-existing customer is the owner of the asset, a new customer can be created with the second icon.
  3. Asset Category Fields: can now be added to define the item more.
  4. Software Inventory: finally the asset can be linked to multiple exisitng Software Inventories

Creating a Product Catalogue Item

  1. Asset details; a Parent Category, brand, model, name and comments can be given. Checking the box 'Active' will place the item in activity.
  2. Adding Category fields
  3. Marketing Information: an asset image and thumbnail can be added here. A relation can be made to existing service or product catalogue items and will be recommended to customer that way. Marketing details can also be given.
  4. Technical Information: here you can input the manufacturer, the model number and technical details. A link can also be given for when a customer would like 'More Info' to click on.
  5. Retail Information: a reference has to be given for tracking purposes. Here you can also put in how much of the items are in stock, a buy and sell price in EUR, the title and short description for the asset displayed on the selling site and define the shipping time from 1 to 15 work days.
  6. Standard Work Request(SWR): select a SWR for the catalogue item, when a new SWR has to be created a name and activation has to be decided, a sub name, description, Standard Request Type and Key Item Affected can also be decided.
  7. Catalogue Visibility: The viewability of this item can be chosen for: only Business customers, only Consumers, only Experts/Agents or all. Viewability for registered customers can be set to all or only specific customers. When the settings are set to specific groups of people - then dragging the selected people into the 'Selected End-User' box by using the arrows is needed. An Index number is also to be given.
  8. Selling Site: decide from existing selling sites which one(s) will display the product catalogue item.

Creating a Service Catalogue Item

  1. Asset details; a Parent Category, brand, model, name and comments can be given. Checking the box 'Active' will place the item in activity.
  2. Adding Category fields
  3. Marketing information: an asset image and thumbnail can be added here. A relation can be made to existing service or product catalogue items and will be recommended to customer that way. Marketing details can also be given.
  4. echnical Information: here you can input the manufacturer, the model number and technical details. A link can also be given for when a customer would like 'More Info' to click on.
  5. Retail Information: a reference has to be given for tracking purposes. Here you can also put in how much of the items are in stock, a buy and sell price in EUR, the title and short description for the asset displayed on the selling site and define the shipping time from 1 to 15 work days.
  6. Standard Work Request(SWR): select a SWR for the catalogue item, when a new SWR has to be created a name and activation has to be decided, a sub name, description, Standard Request Type and Key Item Affected can also be decided.
  7. Catalogue Visibility: The viewability of this item can be chosen for: only Business customers, only Consumers, only Experts/Agents or all. Viewability for registered customers can be set to all or only specific customers. When the settings are set to specific groups of people - then dragging the selected people into the 'Selected End-User' box by using the arrows is needed. An Index number is also to be given.
  8. Services: Services can be added to the item by choosing a type and name. The Service Level Agreement Settings require a response and resolution target as well as a treshold value for alerts. Contract detail requires a name and a document which can be uploaded. Hours of Service details also need to be defined by choosing the days available to that service with start/end time.
  9. Selling Site: decide from existing selling sites which one(s) will display the product catalogue item.
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