Service Items - setting up a catalogue of services

Define catalogue of services your help desk offers in the organisation. Each template can have pre-defined data which can be used to auto populate new incidents, events and service requests.

This is an important area to derive maximum benefit from system automation. As with any IT system, strike a balance between “too much” and optimum. Ideally, setup a good number of services so you can play around and optimise during the first few months of system usage.

Special / reserved Names for events

It is often required to process mails originating from certain mail addresses. Four such processors are built-in based on a combination of Service Name and From Address.

Note: The From Address/es should exist in the desk's User list. If using an AD, and you do not have the address in the AD list, create local WEB type user/s in the desk.

1. Service Name: ipass

Events generated by InvictaPass can be logged and auto-closed by the desk. Define this sevice and provide InvictaPass' address.

2. Service Name: solarwinds

Solarwinds (check Solarwinds integration section) events can be opened and closed by the desk.

3. Service Name: Generic-event

(Version 1.10 onwards) For general infrastutrure events from various systems, e.g. printers or SNMP monitors, name the service as above and provide addresses. Multiple addresses can be specified, and as noted above, create users with the required email addresses. In case of multiple addresses, seperate with comma. Example: print1@abc.com, fw@abc.com and so on.

Mails for this service are captured from the plain text part of the mail and not from it's HTML content if plain text is provided in the email.

Multiple service items can be created for Generic events if segregation is useful. Examples: Generic-event-Printers and/or Generic-event-FIrewall and specify email addresses under respective service items.

4. Service Name: Imp-

(Version 1.10 onwards) If you would like to have mails originating from certain address marked as important and pre-populated with say urgency/impact and so on, use this Prefix. Note the hyphen. Example:

Imp-CEO and/or Imp-HR

and provide from address/es in respective service items.