User's guide /

IT Support

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Configuration
Company data

Input the company data in module "Our companies". You can register unlimited number of companies.


Module "Our companies"


Departments data

Input departments data in module "Departments". This ensures that different support categories can be linked with departments and employees.


Module "Departments"


Staff data

Input staff data in module "Staff". It is an essential step for sending and receiving tickets.

Module "Staff"
Process for adding support categories

STEP 1: Create support categories

The "Obs Support Categories" module enables you to define support request categories. When creating a category, input the following information:
  • Department - ensures that employees within the selected department have access to tickets in the "IT Support Administration" module for the chosen category. It is also necessary to create privilege group with the same name as the selected department and assign it to the users in this department (example in section "Privliges" below);
  • Mandatory fields - a list of fields that must be populated when this category is selected;
  • Name - the name of the category;
  • Show fields in customer module - this field holds the names of the fields that will be displayed in the "IT Support" module when this category is selected;
  • Show fields in IT support administration module - this field holds the names of the fields that will be displayed in the "IT Support" module when this category is selected;
  • Parent category (optional) - organizes the categories hierarchically;

The module is accessible via this link https://YOURINSTANCE.obs2go.com/modules/obs_support_categories/all 


Module "Obs support categories" - Edit

STEP 2: Create a corresponding privilege group for every selected department:

Open the "Privileges" module and create a privilege group with the same name as the department selected in Step 1:


STEP 3: Set-up row level permissions in module "IT Support Administration"

Open the "IT Support Administration" module and click on "Row Level Permissions." Click the plus sign and provide read or write access to the privilege group created in Step 2.


Module "It Support Administration" - Row level permissions

STEP 4: Final step. Update the users accordingly

Identify the users that will work on the tickets and update their profile the following way (for example):
- Primary group: Management 
- Additional group: "support-admin"