Use the Customer Information Tab to view
and edit Customer details. It is also possible to set Customer Roles,
line managers and default login details.
When creating a Customer, the following four tabs are available:
Contact
Aliases
Items
Contracts.
This tab is used to enter contact information
for a Customer, when creating a new customer account.
If Custom Fields are to be created for Customer Information it is recommended that the Administrator complete the configuration prior to creating Users. See Custom Fields.
To create a Customer account using internal system authentication:
Select User>Customers
Select New
The Customer Information screen appears, with the following fields:
Customer Information Fields |
|
Access |
|
Title |
If enabled, select the appropriate title from the drop-down options. (This field is displayed if the Enable Titles option is set to Yes in the Admin>Setup>Setup>Privileges>Customer tab.) |
First Name* |
Customer's First Name. |
Last Name* |
Customer's Last Name. |
User Name* |
The login User name credentials for the User. If this is imported via LDAP or Active Directory, it can not be edited. Otherwise, enter a Username. Note that the value must be unique. |
Password/ Confirm Password |
The Default Password is set to the Customer's email address or a random string can be enabled by the Administrator in Setup>Privileges>System. See Authentication. Customers can reset their password from the Customer Portal, or a Service Desk User can reset it in the customer account details using the Reset Password button through the Customer> Information tab. |
Web Access |
Web Access allows Customers to view their account information and Incidents via the Customer Portal. |
Contact |
|
Primary Email* |
The Customer's Email address. System messages are sent to this address. |
Send To |
This field becomes when alternate email addresses are entered on the Aliases tab.
Select the most appropriate email address to be set as the default address applied to Customer correspondence. When the Send To field is set to an alias address, the Primary Email address is not included in the cc list, unless specified in the request Information tab cc list. |
Org. Unit
|
The Organizational Unit, be it a Company or Department with which the Customer is associated. (Organizational Units are created by the Supervisor, in Users >Organizational Units.) |
Line Manager |
If relevant, assign a system user with the Customer Role who can approve/reject requests made by this Customer, as part of the Change Management or Service Request approval process. (This information can not be edited if the line manager details are set by the LDAP synch.) |
Room |
This field is visible if the Display Rooms option is set to Yes in the Setup>Privileges>Customer screen and there are Room details configured in Organizational Units. |
Address 1 |
First line of Customer's address. |
Address 2 |
Second line of Customer's address. |
City |
Customer's city details |
State |
Customer's State details. Options will be displayed for the State, once the Country is selected, if Regions are configured for the Country in the system. |
Zip/Postcode |
Customer's area code. |
Country |
Customer's country. The country selected will determine the time zone and state options for the Customer. |
Email Locale |
Set the default language for email correspondence. |
Phone |
Enter Phone details. |
Fax |
Enter the Customer's fax number, if relevant. |
Pager |
Enter the Customer's pager details, if relevant. |
Mobile |
A mobile number can be entered as a contact number or for use with SMS (Short Mail Service message). An SMS can be sent to notify the assigned Technician when a request is created. SMS Messaging options:
|
SMS Override |
Enter SMS Gateway override details for the Customer, if a number other than the one entered in the Mobile field is to be used to send/receive updates via SMS. Enter the complete SMS details in email address format, i.e., 000777891@smsgateway.provider.com. |
Partner |
|
Customer of |
Nominate the Partner Organization associate with the Customer. This is an external service provider who manages the Customer's request. (The option is enabled by the Administrator in Setup Privileges> Use >Edit Customer Partner. The Partner Organizations are defined by the Supervisor in the User>Partner Organizations tab.) |
Locale |
|
Time zone |
The Customer automatically adopts the default Timezone set for the system. However, the Timezone can be manually adjusted here for the specific Customer. |
Last Login |
Auto-populated with the date the Customer last logged into the system. |
Host |
The IP address of the last login for the Customer |
GPS |
The GPS coordinates of the last known address for the Customer. (This field is displayed when the Record GPS option is enabled in Admin>Setup>Setup>Privileges>Customer tab.) |
Roles |
|
Current* |
Multiple Roles can be assigned to a User. Select other Roles the Customer will use, by ticking the check boxes. Note: If the Technician Role is selected, a Supervisor must be allocated. |
Default Portal |
The Default Portal is the user interface a Customer, who is assigned multiple Roles, accesses by default when they log into the system.
|
Details |
|
Notes |
Click on the field to enter any Customer relevant information. |
* Denotes mandatory fields
Click Done.
To email a newly created Customer details regarding their system log in details, click the Email button within the Customer Information screen. If Random Passwords is enabled, selecting Email will reset the Password and forward the details to the Customer. If Password Questions is enabled in Setup>Privileges>System, selecting Email will send a link to the Customer directing them to a page that includes the security questions set for their account and reset the password based on the answers provided. Customers must complete this process within an hour of the email being sent.
Select this option to download and open the Customer's information in an electronic business card format, to email or save outside the system.
The Aliases tab is used to enter additional email addresses. Email addresses in the Aliases tab allow the Customer to send emails to the System or Team support addresses from more than one address. The system creates requests from these emails. Notifications for requests created using an address in the Aliases tab, are sent to the main email address and cc'd to the alias address that was used to create the request.
When one or more alias email addresses have been created for a Customer, a Send To field is displayed on the Customer Information screen, which allows the most appropriate email address to be set as the default address applied to Customer correspondence. When the Send To field is set to an alias address the Primary Email address is not included in the cc list, unless specified in the request Information tab cc list.
To add an alias email address:
Select User>Customers
Click
on the Customer name
The Customer Information screen appears.
In the Information tab, click Edit
In the Aliases tab, click Add
Enter an alias email address
Click Save
Select
Done.
When an alias email address has been created for a Customer, a Send
To field is displayed on the Customer Information screen, which allows
the alias email address to be set as the default address applied to
Customer correspondence.
To remove an alias email address, in Edit mode, tick the checkbox next to the relevant email address and then click Remove.
The Items tab defaults to list of Items assigned to the Customer. To view Shared Items, tick the Include Shared option. To view the Item details, select the Item Number hyperlink. Select the Excel button to output the Item List to Excel format.
To add an Item:
Select User>Customers
Click
on the Customer name
The Customer Information screen appears.
In the Information tab, click Edit
In
the Item tab, click Add
The Find Item editor is displayed.
Search
for the relevant Item
For details regarding an advanced Item search see: Advanced
Search.
Select
the Item # hyperlink
The selected Item will be associated with the Customer.
Click Save
Select Done.
To remove an Item, in Edit mode, tick the checkbox next to the relevant Item and then click Remove.
The Contracts tab displays a Customer's current contract status. A Customer can be assigned an SLA or Contract when Billing>Contracts is enabled. A Customer can only have one active Contract.
To create a new Contract for a Customer:
Select User>Customers
Select the Customer Name
Move to the Contracts tab
Click Edit
The system will display the Add button in the Customers tab
Click Add
The SLA options are displayed.
Select a Service Level
from the list
When selected, the screen expands to display the Time, Start and End
date fields.
Define the Contract
Time period
For the Per Customer Contract Type the Time Period for the Contract
can be defined:
If Subscription is selected,
the Start and End Dates are automatically completed by the system,
but can be edited if required.
If Time Limited Subscription
is selected, the Support Hours field is displayed and the number of
support hours purchased by the Customer should be entered. Also, the
Start Date and End Date fields should be completed manually, entering
the length of time for the subscription period.
If Support Hours is selected,
the number of support hours purchased by the Customers should be entered
If Support Hours By Month is
selected, define the number of Support Hours covered per month and
on which day of the month the Contract is designated as the Rollover
Day. The Start Date and End Date fields are automatically completed
as an annual contract subscription but can be edited, as required.
If the Start Date is set as a future date, the Pending Contract status
is assigned. See Pending Contracts.
Click Save
Click Next to continue
The system reverts to the Contracts summary screen.
Click Save. Click Done.
To delete a current Contract select next to the Contract Number. Alternatively, to delete a current or queued Contract, within the Contract>Customers tab check the field next to the relevant Contract # and select the Delete button.
The Items tab within the Customer>Contracts screen is used to list all the Items with a Contract that are owned by a Customer.
The list of requests with the time recorded against the Contract is displayed within the Audit tab. The Summary view displays the list of requests with total number of Notes and Time allocated to the Contract, while the Detail view includes a breakdown of all Notes and the associated time related to each request.v
To search for Customers within the Users>Customers tab:
Go to Users>Customer
Click
Enter
any known Customer details
Or, for a complete Customer list enter a before or after date for Customer
creation
Click
Search
The results will be displayed in a table with the Customer Name and
contact information.
Click on the Customer Name to open the Customer Information module or select the Email Address to send an email.
Administrators have the ability to reactivate deleted Customer accounts.
To enable a deleted account:
Within the User > Customers tab select
Toggle the Account Status option to Deleted
Click
Search
A list of deleted Customers is displayed.
Select
a Customer to re-enable
The Customer information page appears.
Click
the Enable button, to reactivate the account.
The Customer account becomes active and is available within the system.