1. Define Case Owners

This section allows admins to define who can own a case by selecting the department, team, and specific agents. Once configured, click Save to apply the changes.

2. Send Survey to Contact Upon Case Closure

When a case is closed, a survey can be automatically sent to the contact via email. This can be configured in two ways:

• Enable for all companies, with the option to exclude specific companies
• Enable only for selected companies

3. Notify Contact When Case is Assigned

When a case is assigned to an owner, an email notification can be sent to the case contact. You can configure this to:

• Send to all companies, with optional exclusions
• Send only to selected companies

4. Enable Editing Incident Date

When enabled, agents will be able to manually edit the incident date and time of a case after submission or during review. This field appears in the Edit Case modal based on the configuration:

• The main toggle enables or disables the feature
• You can choose whether it's enabled for all companies or only specific ones

1.1 Define Project Managers

This section allows administrators to assign project managers by selecting a specific department, team, and agents. Once configured, these agents will be recognized as project managers within the system.

1.2 New Project Email Configuration

Configure the recipients of the email notification that is sent when a new project is created. Add the desired email addresses in the "To" and "Cc" fields. You can enable or disable this email via the toggle switch.

1.3 Closed Project Email Configuration

Similar to the new project email, this section defines who will be notified via email once a project is marked as closed. Recipients can be configured in both "To" and "Cc" sections, and the feature can be toggled on or off as needed.

2.1 Project Status Configuration

This section allows administrators to define the various statuses a project can have throughout its lifecycle. You can:

• Add new statuses by specifying a name and a display order.
• Edit existing statuses.
• Two default statuses — Initiation and Closed — cannot have their order changed, but their names can be edited.

2.2 Risk Management Categories

Admins can define and manage risk categories associated with projects. These categories help classify potential risks and ensure structured mitigation tracking. You can:

• Add new categories by entering a name.
• Edit or delete existing categories as needed.

2.3 Project Types Configuration

This section allows administrators to define the various types a project can have throughout its lifecycle.

Document Types Configuration

Define various types of project documents and mark whether each is required before project closure.

Documents Settings

Toggle whether documents can be added or deleted after a project is marked as closed. This ensures better control over final project documentation integrity.

1. Define Task Assignee

Specify the Department, Team, and Agents to assign responsibility for tasks. This helps ensure clear accountability within the team structure.

2. Define Task Priority

Configure the task priority levels (e.g., Low, Medium, High) to help organize and manage tasks based on urgency and importance. Each level can have a custom name, order, and color.

3. Define Task Status

Configure task statuses to track and manage task progress efficiently. You can define the name, display order, and color for each status.

Contracts Overview

This page displays all existing contracts in a tabular format with advanced filtering options:

• Filter by Company, Contract Type, Start Date, and End Date.
• Use the action buttons to create a new contract, edit an existing one, or generate a report.

To create a new contract, click the green "+" button and provide the required information:

• Contract Name and Company/Contact (You can create a new contact from here if not already available).
• Contract Type: Choose from SLA, Managed Services, or Resident Engineer.
• Start Date and End Date.
• Scope: Provide a detailed description of the contract.

we have three Contract Type

• SLA Contracts: Additional tabs for Case Scheduler and Inventory will appear, allowing you to define planned cases and associate assets , Type of Cases and Number of Cases covered under the contract.
• Managed Services, Resident Engineer: Allows selection of the Covered Technology.

The Covered technologies and the Types of Cases are configured in the Contracts Settings section.

My Workspace

The My Workspace tab provides a personalized view of all projects and cases assigned to you.

• You can filter the displayed list using the View dropdown:
  • My Active Projects
  • My Pending Handover Projects
  • My Closed Projects
  • All My Projects
• Selecting a project opens its details where you can:
  • View Info related to the project
  • Add or read Notes
  • Access Tasks assigned to you and associated with the project
• Tasks can be filtered by status, priority, date, and range. Each task shows the assignee, priority, creator, and due date.

Shifts Management

1. Shifts Definition

The Shifts module allows to define working schedules for agents.

Agents can perform the following actions within the Shifts module:

• Add Shift: Create a new shift by specifying the shift name, working days, and working hours.
• Edit Shift: Update existing shift details such as name, working days, or working hours.
• Delete Shift: Remove shifts that are no longer needed.

2. Shift Assignments

The Shift Assignments module allows to assign predefined shifts to departments, teams, or specific agents.

Agents can perform the following actions within the Shift Assignments module:

• Add Shift Assignment: Create a new assignment by selecting a previously created shift and assigning it to a department, team, or specific agents.
  • You can define whether the assignment is recurring or for a specific date.
  • If it is for a specific date, you must specify the date and the assigned shift.
  • Multiple shift assignments can be created as needed.
  • You can enable the holiday switch to apply the shift during holidays.
• Edit Shift Assignment: Update existing assignment details such as shift, scope, or schedule.
• Delete Shift Assignment: Remove assignments that are no longer needed.

Shift assignments can be filtered by: Department, team, agent.

Note: Even if a specific agent is not directly assigned to a shift, if their department or team is included in the assignment, the shift will still apply to them. When searching for an agent, their associated department or team assignments will be automatically considered.

Holidays

Holidays Overview

The Holidays module allows to define and manage holidays within the system.

Agents can perform the following actions within the Holidays module:

• Add Holiday: Create a new holiday by specifying the holiday name and date. You can also define whether the holiday is a one-time event or a recurring annual holiday.
• Edit Holiday: Update existing holiday details such as name, date, or recurrence type.
• Delete Holiday: Remove holidays that are no longer needed.

Holidays can be filtered using the following criteria: Name and Year.

Overtime

1. Requests

The Overtime module allows agents to create and manage overtime requests based on work completed outside regular working hours.

Agents can perform the following actions within the Overtime module:

• Add Overtime Request: Create a new overtime request by selecting a previously created note that reflects the work done after hours. Once selected, click save to submit the request.
  • The request will go through approval levels depending on the configuration defined in the Settings module.
• View Overtime Request: Access submitted requests and review their details.
  • You can view the content of the associated note by opening the request and clicking the eye icon in the content column.
• Approve/Reject Request: If you are included in the configured approval levels, you are responsible for reviewing and either approving or rejecting the overtime request.

2. Settings

The Settings module allows to configure approval workflows and email notifications related to overtime requests.

Agents can configure the following within the Settings module:

• Approval Levels Configuration: Define the users responsible for approving overtime requests by assigning them to specific approval levels.
• Email Notification for Approvers: Configure email notifications for users assigned as approvers. If enabled, approvers will receive email notifications, in addition to system notifications, prompting them to review and approve or reject requests.
• Overtime Report Email Configuration: Configure the email notification used to send overtime reports to designated users.

Vacation & Leave

1. Requests

The Vacation / Leave module allows agents to submit and manage leave requests within the system.

Agents can perform the following actions within the Vacation / Leave module:

• Add Leave Request: Create a new vacation or leave request by entering the required details such as leave type, dates, and any additional notes.
  • The request will go through approval levels based on the configuration defined in the Settings module.
• View Leave Requests: Track the status of submitted requests (e.g., Pending, Approved, Rejected).
• Approve/Reject Request: If assigned within the approval levels, users are responsible for reviewing and approving or rejecting leave requests.

The module also includes a Dashboard that provides insights into leave data through visualizations such as graphs and tables, allowing administrators to monitor trends and user activity.

2. Settings

The Settings module allows to configure approval workflows and leave balance rules for vacation and leave requests.

Agents can configure the following within the Settings module:

• Approval Levels Configuration: Define the approval workflow for vacation and leave requests by assigning users to specific approval levels.
• Balance Configuration: Configure the number of leave days available for users.
  • The default number of days is applied when no custom configuration is defined.
  • If a custom number of days is configured, it takes priority over any defined range.

Database

Companies

This section allows you to create and manage companies, define their attributes, configure their flags, and handle related contacts, sites, and integrations.

Create a New Company

Click the green "+" button to add a new company. You must provide:

• Company Name and Associated Domain (required fields).
• Account Manager, Focus On, and Company Tags.
• Phone Numbers and Teams (you can add multiple entries).
• Flags: Used to control visibility and enablement of features like:
  • Enable Case Brief
  • Enable Workaround Time
  • Enable as Vendor / Contractor / Distributor
  • Do Not Serve
  • Allow Report Access for Contacts
• Open Case by Email: Enables automatic case creation via email. If toggled on, the relevant fields like Default Severity and Default Site Name become required.

Edit an Existing Company

When editing a company, the following tabs are available:

• Info: Displays the general company details filled during creation.
• Contacts: Allows you to add and manage people under the company. You can define their team, email, and case visibility level (e.g., My Cases, All Company Cases, etc.).
• Sites: Register physical or logical locations for the company, including country and site description.
• Integrations:
  • PRTG Tab: Configure PRTG monitoring parameters including cluster, probes, default site/contact, and map URL.
  • API Tab: Manage API integrations (if enabled for the tenant).

Flags determine how the company interacts with different modules (e.g., Vendor/Contractor visibility). Make sure to configure them properly during setup.

Contacts

This section enables you to manage all contacts linked to companies. You can filter, create, and edit contacts easily using the interface shown.

Search and Filter

You can filter contacts by: Company, Name, Email, Phone

Create a New Contact

Click the green "+" button to create a new contact. Required fields are marked with an asterisk (*):

• Company and Team (linked to the associated company)
• First Name and Last Name
• Email
• Support Portal Access: Toggle access to the support portal. If enabled, a password must be defined.
• Job Title, Case Visibility (e.g., “My Cases”, “Team’s Cases”, “All Company Cases”)
• Country, Phone, and Mobile numbers

Edit Existing Contact

Click on an existing contact’s row to update their details. You can also enable or disable their portal access directly from the contact table view.

Each contact must be linked to a valid company and team. Case visibility controls what cases the contact can access from the portal.

Sites

This section allows you to manage all sites associated with companies. You can view, filter, and create new sites using the provided interface.

Search and Filter

You can filter sites by: Company, Country, Site Name

Create a New Site

Click the green "+" button to create a new site. Required fields are marked with an asterisk (*):

• Company: Select the company to which the site belongs
• Site Name: Enter the name of the site
• Country: Choose the country where the site is located
• Description (optional): Provide additional details or context for the site

Edit Existing Site

Click on an existing site's row to update its details. You can modify the name, associated company, location, and description as needed.

Each site must be linked to a valid company. Sites can be referenced in contracts, assets, and support cases for precise location-based tracking.

Technologies

This section allows you to manage the list of technologies used across contracts, assets, and cases. Technologies are centralized here for consistency and reuse throughout the platform.

View and Search

You can browse all existing technologies and filter the list by:

• Technology Name
• Created Date

Create a New Technology

Click the green "+" button to create a new technology. Simply enter the desired Technology Name and click Save.

Edit or Copy Technology

• Edit: Click the purple edit button to rename an existing technology.
• Copy: Click the orange copy button to duplicate a selected technology for quick creation of a similar entry.

Technologies created here are referenced in Contract Configuration and Asset Classification. Ensure proper naming for consistency across modules.

Categories

This section lets you manage asset or service categories used across the platform for classification, filtering, and reporting purposes.

View and Filter

You can view all existing categories. Use the built-in filters to quickly locate a category by name.

Create a New Category

Click the green "+" button to create a new category. Provide a unique Category Name and click Save to add it to the list.

Edit or Copy Category

• Edit: Click the purple edit button to update the category name.
• Copy: Click the orange copy button to duplicate an existing category.

Categories created here are used in asset tagging and reporting. Maintain consistent naming to ensure accurate classification.

Settings Overview

This section allows you to configure tags that can be linked to companies for categorization or identification purposes.

Enable Company Tag Usage

• Show Company Tags: Toggle this option to enable or disable the company tag field in the company creation/edit form.
• Enable as Mandatory Field: If the above checkbox is enabled, you can choose to make the tag a required field by enabling this option.
• If Show Company Tags is disabled, the Mandatory Field option will be locked and cannot be changed.

Manage Company Tags

Below the configuration section, you can: Create, Edit, Delete a Tag

These tags help in classifying companies and can be filtered or reported on based on their tag assignments.

Change Management

Requests Overview

The Change Management module allows agents to create, track, and manage change requests in a structured and controlled manner, ensuring proper approval workflows and full visibility across the organization.

Creating a Change Request

A Change Request can be created in three different ways:

• From a Case: A change request can be initiated directly from an existing service desk case, ensuring traceability between the case and the related change.
• From a Project: Change requests can be created from within a project.
• From the Change Management Module (Standalone): Agents can create a change request directly from the Change Management module without linking it to any case or project. This option is used for standalone changes.

Each change request includes key information such as implementation date, company, change request process, affected technology, site, description, change reason, and service test checklist.

The change request process is configured through the Settings section.

Editing and Resending Change Requests

• While a change request is in Pending a Resend Email button is available, allowing notifications to be resent to approvers or stakeholders when required.

Reporting

The Change Management module provides reporting capabilities, allowing agents to generate reports on change requests. Reports can be filtered based on relevant criteria and used for tracking, auditing, and operational analysis.

Settings Overview

The Settings section allows administrators to configure two key components related to Change Management.

Change Management Request Process

This configuration defines how a change request is processed within the system. It allows administrators to set up the approval workflow and control how change requests move through different stages.

• Define the change request process and approval levels.
• Configure approval levels based on company requirements.
• Assign approvers who will receive email notifications and bell (system) notifications when action is required.
• Processes can be configured per company, allowing different workflows for different organizations.

Email Notification for Approvers Configuration

This configuration controls email notifications sent to approvers.

If the agents listed below are configured as Approvers, they will receive, in addition to the system notification, an email notification prompting them to review and approve change requests.

Asset Management

Assets Overview

The Asset Management module enables agents to manage organizational assets efficiently, providing full visibility, control, and approval.

Agents can perform the following actions within the Asset Management module:

• Add Asset: Create new assets with detailed information such as company, site, type, vendor, status, and assignment.
• Edit Asset: Update asset details as required.
• Delete Asset: Remove assets when they are no longer needed.
• Group Assignment: Assign one or multiple assets to a specific asset group for better organization and management.

Contract Management

Contracts Overview

The Contract Management module enables agents to manage contracts efficiently, providing full visibility, control, and tracking of contractual agreements.

Agents can perform the following actions within the Contract Management module:

• View Contracts: Access a complete list of contracts with key details such as company, contract number, services, start and end dates, status, and creator.
• Filter & Search Contracts: Easily find contracts using filters like company, status, contract number, and date range.
• Add Contract: Create new contracts by entering details such as title, external ID, company, services, duration, and price.
• Upload Documents: Attach relevant files or provide URLs to supporting contract documents.
• Edit Contract: Modify existing contract information when updates are required.
• Export Contracts: Export contract data for reporting or external use.
• Track Status: Monitor contract status (e.g., Active or Expired) for better lifecycle management.

Settings Overview

The Settings section allows administrators to configure key components related to Contract Management.

Services Configuration

• Define and manage services that can be linked to contracts.
• Add, edit, or delete services that can be linked to contracts.
• Ensure proper categorization of contracts through service association.

Currency Configuration

• Select the default currency used for contract pricing.
• Ensure consistency in financial data across all contracts.

Notify Before Expiry

The system supports a contract expiry notification feature to alert agents before contracts expire.

• When enabled, notifications are sent a specified number of days before the contract expiration date.
• Define the notification timing (e.g., 10 days before expiry).
• Configure recipients in the To and Cc fields.

This configuration allows customization of the email notifications sent for contract expiry.

• Use default templates or define custom email subject and body.
• Insert system variables (e.g., %contract_title%, %contract_number%) to dynamically populate content.
• Ensure clear and informative communication regarding contract expiration.

Case Close Settings

This configuration controls contract selection behavior when closing a case.

• Enable Require Contract Selection to enforce selecting a contract before closing a case.
• If disabled, cases can be closed without linking to a contract.
• Customize how contracts appear in contract dropdown when closing a case using format templates and variables.

Nearly Expiry Days

Define the number of days before contract expiry that is considered as "nearly expiry".

Show Active Contracts Only

Configure whether to show only active contracts when selecting a contract in cases and notes.

Agents & Roles

Agents & Roles Overview

1. Agents

To create an Agent, the following elements must be created before: A department, a team and a role.

Agents can perform the following actions within the module:

• Add Agent: Create new agents with detailed information.
• Edit Agent: Update agents details as required.
• Delete Agent: Remove agents when they are no longer needed or turn off the status.

Authentication defines how the agent logs into the system:

• Local Login: The agent receives an email upon account creation to set their password.
• Google Login: The agent can log in using their Google account (if enabled).
• Microsoft Login: The agent can log in using their Microsoft account (if enabled).

When an agent’s status is set to Off, they are removed from all dropdown lists across the system and are no longer able to access or log into the portal.

2. Roles

To create a Role, a department must be created before.

Agents can perform the following actions within the role module:

• Add Role: Create new roles with detailed information.
• Edit Role: Update roles details as required.
• Delete Role: Remove roles when they are no longer needed.

The Roles module provides highly detailed permission control, where each action within every page and module is assigned a specific permission. Administrators can grant access to agents based on their responsibilities by selecting the relevant permission checkboxes. Each role is defined by a name and is associated with a specific department.

3. Departments

To create a Department, you need to define the department name, assign a Head of Department, and choose the department type.

Agents can perform the following actions within the Department module:

• Create Department: Add a new department by entering the name, selecting the head, and choosing the department type:
  • Support Department: Agents under this type are intended for all activities within the support process (Main Tab "Service Desk").
  • Sales Department: Agents under this type are intended for all activities within the sales process (Main Tab "Sales").
  • Project Department: Agents under this type are intended for all activities within the project process (Main Tab "Project Management").
• Edit Department: Update department details such as name, head, or type.
• Delete Department: Remove departments that are no longer needed.

4. Teams

To create a Team, a department must be created first.

Agents can perform the following actions within the Team module:

• Add Team: Create a new team by providing the team name, selecting the associated department, and specifying the page redirection. This determines which page users in this team are redirected to after logging in.
• Edit Team: Update existing team details such as name, department, or page redirection.
• Delete Team: Remove teams that are no longer needed.

Knowledge Base

Knowledge Base Overview

1.Requests

The Knowledge Base module allows agents to create and share articles based on resolved cases or recurring issues. This helps other agents quickly find solutions and improve efficiency.

Agents can perform the following actions within the Knowledge Base module:

• Add Article: Create a new knowledge base article by documenting the issue and its solution.
• Edit Article: Update existing articles as needed.
• Delete Article: Remove articles that are no longer relevant.

Articles can be filtered for easy access using the following criteria:

• Department
• Team
• Agent
• Technology
• Status

The module also includes a Leaderboard, allowing agents to track and identify agents who contribute the most articles to the knowledge base.

2. Settings

In the Settings module, agents can configure the approval levels for knowledge base articles, ensuring that articles follow the required review and approval process before being published.

Education Tracker

Requests Overview

1. Requests

The Requests module allows agents to create and manage various types of requests, including exams, certifications, and training.

Agents can perform the following actions within the Requests module:

• Schedule Exam: Create a new exam request by entering all required details. Each exam follows approval levels configured in the Settings module.
  • Once an exam is approved, you must record the exam results (Pass/Fail), the start and end dates, and attach any relevant exam files.
• Add Certification: Create a certification request. Approval is required if the related switch is enabled in Settings.
• Add Training: Create a training request. Approval is required if the related switch is enabled in Settings.

2. Entries

The Entries module allows agents to manage the core components used in requests, including exams, certifications, vendors, and training classifications.

Agents can perform the following actions within the Entries module:

• Exams: Add new exam names, edit existing exams, or delete exams that are no longer needed.
• Certifications: Add, edit, or delete certifications as required.
• Vendors: Add, edit, or delete vendors that are associated with certifications or training.
• Training Classifications: Add, edit, or delete training classifications for organizing training requests.
• All Entries: Agents can manage all entries comprehensively, ensuring the system remains up-to-date.

3. Settings

The Settings module allows administrators to configure approval levels, notifications, and email templates for requests such as exams and certifications.

Agents can configure the following within the Settings module:

• Approval Levels Configuration: Define the approval workflow for exams, certifications, and training requests. This ensures that requests follow the proper approval hierarchy before being processed.
• Notify Before Expiry: Configure email notifications to alert designated users before a certification or exam expires. The email content can be customized or use the default template.
• Exam Booking Email Configuration: If enabled, configure the email notifications that inform designated users to book an exam for a requester. This ensures timely scheduling and tracking of exams.