Managing Direct Customers and Sites

This section is applicable to the MSP Edition [Central only].

Once you add a Direct Customer, you can subsequently add one or more Sites under that customer, so that a Customer-Site hierarchy is established and relevant operations can be performed with respect to that customer and the associated sites.

The following sequence of operations are possible on the direct customers and the associated sites:

  1. Adding a Direct Customer

  2. Adding Sites to Existing Customer

  3. Assigning User to the Customer / Site

  4. Description for the Email Address field in 'Add Customer' Wizard

    1. Setting up Email Address for each Customer

    2. Creating Mail account in Customer's Mail server and Forwarding it to IT360 MSP

1. Adding a Direct Customer

This involves the below sequence of processes:

  1. Adding Customer Details

  2. Adding Rebrand Information

  3. Adding Sites

1.1 Adding Customer Details

  1. Login to IT360 - MSP Central console with the Username and Password of an Admin user.

  2. Click the Admin tab in the header pane.

  3. Click Customer / Partner under General.

  4. Click the Add Customer button under Direct Customers list view.

  1. Now, provide the following details in the Add Customer wizard displayed;
    1. Customer Name: The customer's name. This is a mandatory field. The maximum number of characters cannot exceed 50.

    2. Email Address: The customer's email Address. This is a mandatory field.

    3. Now, do any one of the following;

      • Click 'Finish' to quit from the Add Customer wizard and navigate to the Customer Management list view, wherein you can view the details of the customer you have created or create another customer.

      • Click 'Quit Wizard' to simply quit from the Add Customer wizard , without adding the customer.

      • Click 'Next' to proceed to Add Rebrand Information for the Customer.

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1.2 Adding Rebrand Information

This is an optional section. If you want to add a Customer without configuring the rebranding details, leave the Enable Partner Specific Rebranding checkbox unchecked, and just proceed to Add Sites. Else,If you want to enable Customer-level rebranding, then check the Enable Partner Specific Rebranding checkbox and proceed with the below steps:

Note: All the below fileds are mandatory.
  1. Enter the below details:
  1. Customer Name: The Name that you entered in the previous Add Customer wizard appears here and cannot be edited.

  2. Company Name: Enter the name of the company that you want to appear in the product, in this textbox.

  3. Product Name: Enter the name of the product in this textbox. The Product Name entered here appears throughout, as the product title.

  4. Copyright Text: Enter the copyright information in this textbox. This information is displayed throughout the product, at the bottom right corner.

  5. Login URL: It can be any string, e.g. webnet, which represents the Customer and can be appended with the launching url as follows: (Note: Use only alphanumeric characters)
'https://localhost:8443/webnet'[or] 'https://localhost/8400/webnet'.
Note: If the above login Url is given in the lauching url, then the login page gets loaded with the data rebranded here, at the Customer level. Else, if the above login Url is not given in the lauching url, then the login page is displayed with the generic data (means no rebranding).
  1. Header Image: This image uploaded by you appears throughout the product, at the top left corner. Click on the 'Browse' button and choose the Header image file for upload.
    Note: The Header Image must be in GIF format and of resolution - 198x50 pixels. After uploading the appropriate image, click the Preview button to have a preliminary view of the uploaded image.
  1. Favicon Image: This image uploaded by you appears in the browser's address bar. Click on the 'Browse' button and choose the Favicon image file for upload.
Note: The Favicon Image must be in Original ICO format and of  resolution - 16x16 pixels. After uploading the appropriate image, click the Preview button to have a preliminary view of the uploaded image.
Note: If you try to upload any of the above images in any of the formats, other than the supported one, a window pops up with a warning message.
  1. Once you have configured all the required rebranding information, do any one of the following:

You can edit the email id and rebrand data of a Customer, by clicking the Customer Name link under the Direct Customers list view.

 

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1.3 Adding Sites

  1. Add Sites by doing the following. You can add 'n' number of sites for each customer.

    1. Click the Add Sites button.

    2. Enter the Name of the site in the text box displayed. The maximum number of characters that you are allowed to enter is 50.

    3. Click Save.

  2. Once you have added the required Sites, do any one of the following:

    1. Click 'Back' to go the Add Rebrand Information wizard.

    2. Click 'Finish' to quit from the Add Sites wizard and navigate to the Customer Management list view, wherein you can view the details of the customer and sites you have created, or create another customer / site.

    3. Click 'Quit Wizard' to simply quit from the Add Sites wizard, without adding the site(s).

    4. Click 'Next' to proceed to view the Customer Hierarchy (shown in the below screenshot).

  3. From the above Customer Hierarchy wizard, click the Finish button to go to the Direct Customers List View, where you will be able to view the Customer created along with the associated Site(s).

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2. Adding Sites to Existing Customer

  1. Login to IT360 - MSP Central console with the Username and Password of an Admin user.

  2. Click the Admin tab in the header pane.

  3. Click Customer / Partner under General.

  4. Under Direct Customers list view, click the Sites icon corresponding to the Customer Name under which you want to add the Sites.
  1. Click Add Site in the Site list view page displayed. Refer the screenshot below:
  1. Now, you can add Sites by following these steps.

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3. Assigning User for the Customer/Site

Click here to know about assinging user for a Customer/Site.

4. Description for the Email Address field in 'Add Customer' Wizard

The functionality of the Email Address field in the Add Customer wizard can be clearly explained by using the headings below:

4.1 Setting up Email for each Customer:

  1. In your mail-serverAddress, create an user e-mail account, to which all e-mails will be fetched.

  2. Create an e-mail alias for this e-mail account, for each of your customers.

  3. Go to 'Admin -> Customer Management', click 'Add Customer' button, and enter the corresponding mail alias in the 'E-mail Address' field. This is the address to which the requesters from a customer will send their e-mail requests. E.g: 'support-account1@msp.com'.

  4. Once a requester sends a mail, the Manageengine IT360 - SDP will fetch emails at regular intervals from your e-mail account, and automatically convert them into tickets for the corresponding customer.

4.2 Creating Mail account in Customer's Mail server and Forwarding it to IT360 MSP:

If a Requester of Customer A from Company A, raises a request to their company support address, say from mail req1@CustomerA.com to support@CustomerA.com, then in order to forward this mail to IT360 MSP (i.e. support@msp.com), two basic steps are to be followed;

  1. Creating a Contact: The Contact refers to the IT360 MSP e-mail address (i.e. support@msp.com)

    1. Use the 'Active Directory users and computers' snap-in (for MS Exchange) .

    2. Navigate to 'Servers -> Users'.

    3. Right-click on the 'Users', choose 'New' and select 'Contact'.

    4. Enter the 'Name' and 'Display Name' as 'IT360 MSP support', and click 'Next'.

    5. Check the boxes, which say 'Create an exchange e-mail address'.

    6. Enter the alias as 'IT360 MSP Support'.

    7. Click on the button 'Modify'. You will be shown a dialog box for 'New e-mail address'. Select 'SMTP' and click 'Ok'.

    8. You will be shown an 'Internet Address Properties' dialog box. Under the 'General' tab, enter the e-mail address as 'support@msp.com', click 'Ok', and then click 'Finish'.

  2. Setting-up mail Forwarding:

    1. Create a mail-enabled-user (mailbox) for the Requesters, of the customer 'Customer A' to send their support e-mails. [ E.g. support@CustomerA.com ]

    2. Right-click on this account and select 'Properties'.

    3. Go to the 'Exchange General' tab.

    4. Click on the button 'Delivery options'.

    5. Select the radio-button 'Forwarding address - Forward to'. Click the 'Modify' button.

    6. Now, select the contact you have just created, i.e. 'IT360 MSP Support' and click 'Ok'.

    7. You have an option to 'Deliver the mail to both the forwarding address and mailbox'. If you enable this checkbox, you will need to login to the mailbox using the account (support@CustomerA.com) and periodically delete messages.

    8. Click 'OK' to save your changes.

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Note:

  1. Please follow all of the above steps at each of your Customers' Mail servers.

  2. If you are using Exchange Server 2007, please refer http://technet.microsoft.com/en-us/library/bb851509(EXCHG.80).aspx for configuration instructions.

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