Before using the service management system, please read the following important recommendations:
The system includes a default Supervisor and Administrator account to initially access the application. To log in with the Supervisor account, enter the Username: super, Password: super. This User also has the Administrator Role that allows the User to switch easily between the Administrator and Supervisor interfaces when configuring the system.
It is strongly recommended that each User set the Time Zone (in the My Account tab) during their initial login. A default Time Zone can also be configured system-wide by the Administrator within the Setup>Privileges>Customer tab.
Use the hyperlinks and buttons within the application screens, in preference to the forward and back browser buttons. This ensures the application maintains control of the session and the data is refreshed appropriately.
When using Active Directory for User authentication, the server-side User group definitions and subgroups must be of type ‘Universal Distribution’. The ’Domain User’ group or any other security group cannot be added to any User group. For more information about working with directory servers, see Active Directory Integration within the Administrator Guide.
If Billing is to be used to manage Contracts, it is recommended that this be enabled before other configuration is set, to prevent system disruptions.
To enable Billing:
Login as the Administrator
Select the Setup tab
Go to the Billing sub-menu option
Select Yes for Contracts
Complete required information (Refer to the Setup>Billing section of the Administrator Guide for further information.)
Click Save.
Before you begin to populate the database and use the system, it is important to note that records for Customers, Technicians, Items, Item Types and Knowledge Base Categories or Articles are only disabled within the application when the Delete option is selected. The records are not deleted from the database. This preserves the integrity of your data whilst maintaining audit trails, should they ever be required.
It is strongly advised that records are not manually deleted from the database as this may invalidate existing relationships in the application, and cause the system to crash.