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Preferences

Last updated: Wed, 08 Mar 2017 19:28:39 GMT
iOffice Support

Preferences

Select Admin → Service Request → Preferences to access the Preferences screen, which is used to configure the Service Request center based on the processes in place at your facility. If multiple centers are licensed, the unlabeled Centers field displays in the upper-right corner. Select the center for which you are defining preferences from the drop-down menu in this field. Changes must be defined separately for each service center. 

To activate a preference for a center, click the check box to the left of the preference. The following preferences can be defined for each service request center.

 

Preference Description

Contact Notifications

Select this check box to send push and email notifications to the requester or primary contact to confirm a ticket submission or to notify them when an existing ticket is completed or canceled. When this check box is selected, customizable email fields display on screen, allowing you to define a from email address for submission, completion, and cancellation emails.  

You can customize the following email fields:
 

  • From Email Address: Enter the email address listed as the sender on the email notification.
     

  • Email CC's: Enter the email addresses to copy on notification emails, separating each address by a comma. A copy of all submission, completion, and cancellation emails will be sent to the entered email addresses.
     

  • Header Text: Enter the header text contained at the top of the body of the email.
     

  • Submission Footer Message: Enter the footer text contained at the bottom of the body of the email. This footer applies to submission emails.
     

  • Resolution Footer Message: Enter the footer text contained at the bottom of the body of the email. This footer applies to completion and cancellation emails.

Contact Updates

Select this check box to send push and email notifications to requesters and primary contacts when comments are added to their ticket or when the date required on the ticket is changed.

You can customize the following email fields:
 

  • From Address: Enter the email address listed as the sender on the email notification.
     

  • Email CC's: Enter the email addresses to copy on update emails, separating each address by a comma.
     

  • Update Header Message: Enter the header text contained at the top of the body of the update email.
     

  • Update Footer Message: Enter the footer text contained at the bottom of the body of the update email.

Allow Request Cancellation

Select this check box to allow operators to cancel maintenance requests.

Allow 3rd Party Invoicing

Select this check box to allow operations to track billing of third-party maintenance providers. The Invoice Tab displays on the taskbar to allow you to create an invoice if third-party vendors are used to complete a request.

Automatically Assign Operators

Select this check box to automatically accept all service request types when an operator is assigned. This preference overrides the settings in the individual request types and disables the ability for operators to reject tickets.

Operator Notifications

Select the Operator Notifications check box to send an email and push notification to an operator when the operator is assigned to a ticket. This notification is also sent to operators currently assigned to a ticket when an additional operator is added to the ticket.

When this check box is selected, additional fields display to allow you to define email settings for "operator assigned" emails. These fields allow you to provide additional instructions to your operator teams, which can help you communicate your general expectations to all employees receiving assignments.

You can customize the following email fields:
 

  • From Email Address: Enter the email address listed as the sender on operator assigned emails.
     

  • Email CC's: Enter the email addresses to copy on operator assigned emails, separating each address by a comma.
     

  • Header Text: Enter the header text contained at the top of the body of the operator assigned email.
     

  • Footer Text: Enter the footer text contained at the bottom of the body of the operator assigned email.

Operator Updates

Select the Operator Updates check box to send email and push notifications to assigned operators for the following ticket updates: new comment added, date required changed, and when the ticket is completed or canceled.

When this check box is selected, additional fields display to allow you to define email settings for "operator update" emails.

You can customize the following email fields:
 

  • From Email Address: Enter the email address listed as the sender on operator update emails.
     

  • Email CC's: Enter the email addresses to copy on operator update emails, separating each address by a comma.
     

  • Update Header Message: Enter the header text contained at the top of the body of the operator update email.
     

  • Update Footer Message: Enter the footer text contained at the bottom of the body of the operator update email.

Allow Scheduled Tasks

Select this check box to allow Administrators to set up scheduled tasks from ticket view. Any request can be made a scheduled task.

Allow Auto Rejection

Select this check box to enable the system to automatically reject operators if they do not respond within the warning time. When an operator is rejected, the next operator in the queue is assigned automatically.

Call Third Party Web Service

Select this check box to contact and send ticket information to the defined third-party web service automatically.

Auto Archive Tickets

Select this check box to automatically archive tickets when all the assigned operators have completed the job. Enabling this option will disable the ability of operators and administrators to verify completed tickets, reassign operators, or edit ticket information after ticket completion.

Require Resolution

Select this check box to require operators to enter a resolution in the dialog box when completing a request.

Enable Reference Number

Select this check box to allow operators to enter an internal reference number (e.g. a help desk ticket number).

Enable Kiosk

Select this check box to enable the Service Request Kiosk function (Admin > Service Request > Preferences > Enable Kiosk check box).

Note: This preference affects all centers.

Vendor Operators

This section allows you to select the operators that only see requests assigned to them. To add an operator to the list, enter the first three letters of the operator's name in the Select the Operator field. A LiveSearch Results menu displays. Select the operator from the list to add the operator to the Vendor Operator list.

To remove an operator from the list, click the  (Remove) button corresponding to the operator to remove. 

Note: You can also see the operators assigned to a selected center.

Once you are finished defining preference settings, click Apply at the bottom of the screen to save the changes and exit.