Configuring Sites

Organizations, big or small, may have several branches across the globe to handle various specialized activities. These branches can be located in the same or different region, and the data from each of these branches need to be maintained in the same place. You can configure various sites (branches) to a region in the ServiceDesk Plus application.

To access the Sites configuration page,

1. Login to ServiceDesk Plus application using the username and password of the admin user.

2. Click Admin tab in the header pane.

3. On the Helpdesk block, click Sites icon.

Add Site

1. In the Site List view page, click Add New Site link on the right hand side corner. The Add New Site form opens.

2. Enter the Site Name in the text field provided. It is mandatory field.

3. Enter brief information in the Description field about what your organization does in the above mentioned site.

4. Select the Region and the Time Zone of the site from the combo box. The specified time zone is essential to calculate the operational hours for the site. Hence, any request raised in the site can be resolved within its operational hours.

5. Specify the Address of the organization along with City, Postal Code, State and Country.

6. Enter the Contact Information such as E-mail Id, Phone no, Fax no and the Web URL of your organization.

7. Enable any of the following related settings,

1. Refer Default Settings: On enabling refer default settings, the default settings are not copied to site and hence there is not separate site based configurations (except for departments). Instead the configurations made under the default settings are referred to the site. Any modifications made under the default settings such as, adding a new holiday or group to the existing list will get applied to the sites with refer default settings enabled.  
   
   Say, for an organization with various sites having similar site specific configurations, enable refer default settings instead of copying the default configurations to every site. Any additional holiday or group added under default settings will automatically get applied to all the sites with this option enabled.    
    

1. Copy Default Settings: Copy default settings help you to maintain separate site specific configurations for every site, and if there is any slight modifications made under default settings then, the same gets pushed to the sites provided the previous states of default setting and site configuration is the same. Any minor changes made in the site based configurations of a site is exclusively for the particular site.
   
   Say, the escalation rules set in a SLA for one site is different from another site. In this case, enable copy default settings radio button and modify the changes in the escalation rules.  
    

2. Custom Settings: Custom default settings help you to organize, configure and maintain separate site specific configurations of a site. The default settings do not have any influence over the default settings.  
   
   Consider an organization with branches across the globe having different operational hours and holidays, and thus with different SLAs. In this case, site specific configurations needs to be configured separately for every site by enabling the radio button corresponding to the options in Custom Settings for the site.

8. Click Save button to save the site details and return to the list view. Click Save and add new button to save and add another site. If you wish to cancel the operation then click Cancel.

Edit Site

1. From the site list page, click the edit icon beside the site which you wish to edit. The Edit Site page opens with the existing details.

2. You can modify all the fields in this page.

3. Click Save to save the modified changes and return to the list view.

Even while editing a site, if you wish to add a new site, click Save and Add New button. This updates the site and reopens the Add Site form.

Delete Site

If the site is being used by a module, the site cannot be deleted. In turn, the site is grayed (marked inactive) to avoid the further usage of the site. If the site is associated to a Requester, Asset, Request Template or Preventive Maintenance task, then you have an option to associate a different site to these parameters.

To delete a site,

1. Select the site you wish to delete by enabling the check box.

2. Click Actions drop down -> Delete Site(s) option. A confirmation dialog appears.

3. Click Ok to proceed.

4. If the Site is associated to a requester, asset, request template or a preventive maintenance task, Change Site association pop up appears listing the parameters to which the site is associated.

5. To associate these parameters to a different site, select the site from the drop down. By default, not associate to any site is populated.

6. Click Associate. The parameters are associated to the newly selected site. The site to be deleted is marked inactive and will not be populated wherever site is specified.

To bring the site back to active state,

1. Click the edit icon beside the site name.

2. From the edit site page, disable Site not for further usage check box.

3. Click Save to save the site details and return to the list view.

If the site is not used by any module, the site is removed from the site list view.