Organization Details lets you configure the details of your organization such as, geographic region in which your organization is located, the list of branches, working hours, holiday list, and departments. If you have multiple branches across the globe, this information is essential in setting the due date of the requests.
Apart from this, you can set the Incoming and Outgoing E-mail Settings, define Rules to Automate the tickets and define Service Level Agreements to set the due date for the requests.
You can also set certain rules to alert technicians after the completion of a task using Notification Rules. You can set notification rules for the Requests, Problems, Changes and Solutions module.
Organization Details Configurations
The following are the Organization Details configurations,
Set the details about your organization such as the Name, Logo, Address and Contact Information. This information is displayed in the Purchase Order form.
Mail Server Settings
Set the Incoming and Outgoing E-mail Sever Settings, configure Spam Filter and option to parse your e-mail tickets using E-mail Command.
Configure the various geographic locations of your organization.
Configure the various branches in each region.
Set the working hours of the organization. This is essential in calculating the due date for the request.
Set the holidays during which your firm would remain closed. The holiday list is exclusive of the weekly holidays.
Configure the various departments in your organization. The department is essential while adding requesters and technicians since each requester or technician will be associated to a particular department of the organization.
Define rules to automate the incoming request (via web form and e-mail) and perform actions such as delivering them to groups, assigning status and other request parameters.
Service Level Agreements
Define rules based on requester, department or priority, to set the due date for the incoming incident requests.
Set rules to alert technicians after the completion of a task.
Preventive Maintenance Tasks
Schedule periodic tasks, such as changing the printer toner or performing a service shutdown, for regular maintenance.