Requester Groups

Requester Groups are group of requesters that raise requests. They are useful for:

• Sending an email notification about a ticket/incident to all the members of the group.
• Sending an email for announcement to a Requester Group
• Asking permission for an approval to a Requester Group

To view the Requester Groups page, navigate to Admin > Users > Requester Groups and the page appears.

Here, you can perform the following tasks:

• View the list of Requester Groups
• Create a Requester Group
• Edit a Requester Group
• Delete a Requester Group

Create a Requester Group

To create a Requester Group,

1. Click the Create Requester Group button and the page appears.

2. Enter the following details:
   • Name: Enter the name of the Requester Group.
   • Description: Enter the details about the Requester Group.
   • Requesters: Select the requesters whom you want to assign this group manually. This field is used when you want to add limited number of requesters that are not covered in the below conditions.
   • Conditions: You can set conditions based on which the requesters will automatically get added to this Requester Group. This field is used when you want to add many requesters in the group. The requesters falling in this group will not be visible in the above Requesters field. Configure a set of single or multiple conditions in different condition groups by selecting the fields. The fields can also be user custom fields. A condition group can have maximum two conditions. Relationship between conditions in a group uses either AND or OR operators. In case of multiple groups, you will need to define the relationship between them. Use Add Condition Group button to add groups. The plus icon adds conditions to a group, and the cross icon deletes them.
3. Once done, click Create, and the Requester Group appears in the list. You can also preview the list of requesters who are going to be added using the Preview button as shown below.

Technician Groups

A Technician Group consists of technicians that perform similar tasks. These groups can be created for users who work either on similar projects or have a similar job role. For example: Support team can be added to a Technician Group for resolving customer issues (tickets). A group has many technicians and a technician can be a part of many groups. You can also add a technician group as a Watcher as well as for Approval.

This tab enables you to create and manage Technician Groups. To view the page, navigate to Admin > Users > Technician Groups, and the page appears.

Here, you can perform the following tasks:

• View the list of Technician Groups
• Create Technician Group
• Edit Technician Group
• Delete Technician Group

Create a Technician Group

To create a Technician Group,

1. Click the Create Technician Group button on the top-right corner and the page appears.

2. Enter the following details:
   

   Parameter	Description
   Name	Enter the name of the technician group.
   Description	Enter the details about the technician group.
   Business Hour	Select the business hour during which the technician group will be available to provide support. You can create and assign different business hours. For more details, click Business Hours.
   Technicians	Select the technicians whom you want to assign to this group. You can select multiple technicians.

3. Once done, click Create, and the group will appear in the list.

User Custom Fields

Custom Fields are fields that the admin creates to capture additional details about the users who are using the system. At times, apart from the default fields, few additional once are also required to get the necessary details. These details can be collected using the custom fields which later can be used in the automation activities.

The User Custom Fields page enables you to create and manage such custom fields. Once created, they are available in the form while creating technicians or requesters. You can also arrange,  expand/collapse its size, create a duplicate field, edit, and remove the field if not required.

To view the User Custom Fields page, navigate to Admin > Users > User Custom Fields and the page appears.

Here, you can configure the following custom fields:

• Text Input: Use this to capture inputs from the user. For example: Designation.
• Text Area: Use this to capture lengthy input from the user. For example: Address.
• Dropdown: Use this to have options in the dropdown list.
• Datetime: Use this to capture date values. For example: Start Date
• Number: Use this to capture numerical values. For example: Retry No.
• Checkbox: Use this to capture multiple options from a list.
• Radio: Use this to capture a single value from a list of options. For example: Yes/No.
• Dependent: Use this when you want an option to be visible based on a selected value.

Adding a Custom Field

To add a custom field,

1. Simply drag and drop the required field in the User Form on the right-hand side and a popup appears as shown below.
2. Enter the required details. These details vary based on the selected field.
3. Once done, click Add, and the field appears in the form. Here, Text Area field is used as an example. Once a custom field is added, it can be used as Condition in the Requester Groups. All the custom field types except for Text Area can be used in the Condition.

Text Input and Text Area

Add these fields when you need text input from the user.

Dropdown, Checkbox, and Radio

Add these fields when you want the user to select a single or multiple options from a list.

Datetime and Number

Add these fields when you want the user to select a date or enter number.

Dependent

Add this field when you want to display a hierarchy and allow user to select option from it. For Example: Allowing the user to select countries based on continents.

Requesters

Requesters are the end-users who access the portal to create and seek information regarding their requests. They have access only to the request management, knowledge, and approval management sections. They can also view the changes and assets assigned to them based on the assigned permissions.

List Page

The list page displays all the requesters (including technicians) along with their details. Also, you can perform various operations like convert requester to technician, block requester, import, export, etc.

1. Search: You can look for a specific requester by searching them. The search is a faceted search and allows you to find with specific criteria. You can find more details in the search section.
2. Filter: You can filter the requesters list by selecting the desired option. The options are: All, Verified, Unverified, and Archived. If Verified is selected, all the requesters whose email addresses are verified will appear.
3. Add Requester: You can add a requester.
4. Import: You can import a list of requesters in one go.  The steps to import requesters is same as technicians. For more details, refer to the Technicians page.
5. Export: You can export a list of requesters in CSV or Excel format.  The steps to export requesters is same as technicians. For more details, refer to the Technicians page.
6. Refresh: You can refresh the requesters list. This is useful when multiple people are working on the requester page and contents are updated frequently.
7. Column Selection: You can select the columns that you want to be visible in the grid.
   To select the columns, click the Column Selection icon, select the desired columns, and click Apply. The columns will become visible in the grid.
8. Bulk Archive: You can archive the selected or all requesters in bulk. For more details, refer to the Technicians page.
9. Grid: You can view the details of the requesters as per the columns selected.
10. Edit: You can view and edit the requester details.
11. Change Super Admin: You can change the super admin user. For more details, refer to the Technicians page.
12. View: You can view the details of the requester by clicking the eye icon as shown below.

13. Send an Email to Verify the User: You can send an email to verify the requester user. The email contains the link using which the requester can verify and activate the account.
14. Set Password: You can set the password of the requester.
    To set the password, click the key icon, enter the password, confirm it, and click Update as shown below. Once done, a confirmation message will appear.

15. Block Requester: You can block the desired requester in the same way as a technician. For more details, refer to the Technicians page.
16. Edit: You can edit the details of the required requester.
17. Delete: You can delete the requester if no longer needed.

Add Requester

To add a requester,
Click the Add Requester button and the page appears.

Enter the following details:

Once done, click Add and the requester gets created.

Technicians

The Technicians are the one responsible for providing solution, handling requests, problems, changes, etc. You can convert a Technician to a requester. By default, all the Technicians are Requesters too.

To view the Technicians page, navigate to Admin > Users > Technicians and the list page appears.

List Page

The list page shows the details of the technicians as per the columns selected. You can view, add, edit, and delete the technicians. You can also search, filter, refresh, import, export, select columns to view in the grid, view the status and details of the technician, convert technicians to requesters, send an email to verify the user, and block technician.

1. Search: You can look for a specific technician by searching them. The search is a faceted search and allows you to find with specific criteria. You can find more details in the search section.
2. Filter: You can filter the technicians list by clicking the desired option. The options are: All, Verified, Unverified, and Archived. If Verified is selected, all the technicians whose email addresses are verified will appear.
3. Add Technician: You can add a technician.
4. Import: You can import a list of technicians in one go.
5. Export: You can export a list of technicians in CSV or Excel format.
6. Refresh: You can refresh the technician list. This is useful when multiple people are working on the technician page and contents are updated frequently.
7. Column Selection: You can select the columns that you want to be visible in the grid.
   To select the columns, click the Column Selection icon, select the desired columns, and click Apply. The columns will become visible in the grid.
8. Bulk Archive: You can archive the selected or all technicians in bulk.
9. Grid: You can view the details of the technicians as per the columns selected.
10. User Status: You can view whether the technician is logged in or logged out of the ServiceOps portal.
11. Change Super Admin: You can change the super admin user.
12. View: You can view the details of the technician by clicking the eye icon as shown below.

13. Convert to Requester: You can convert the required technician to a requester. On doing so, the access permissions will also get changed.
14. Send an Email to Verify the User: You can send an email to verify the technician user. The email contains the link using which the technician can verify and activate the account.
15. Block Technician: You can block the desired technician.
16. Edit: You can edit the details of the required technician.
17. Delete: You can delete the technician if no longer needed.

Add Technician

To add a technician,
Click the Add Technician button and the page appears.

Enter the following details:

Once done, click Add and the technician gets created.

Export Technicians

To export the list of technicians,

1. Click the Export button and a popup appears.
2. Select the format in which you want to export the list. The options are CSV and Excel.
3. Select the fields that you want to export.
4. Click Export and an email is received on the Administrator’s Email-id with the link to download the list in the selected format.

Import Technicians

To import technicians to ServiceOps,

1. Click the Import button and the Technician Batches page appears.
2. Click the Import CSV Batch button.

3. Select the .csv file if you already have it filled with the respective fields. If not, download the sample file using Click Here, and fill in the details. Once the file is uploaded, click Next.

4. Map the fields as per the requirement. By default it is mapped, only in case of removal or change of some parameters mapping is necessary, and click Save Batch.

5. The Technician Batches page appears. It displays the status of the import along with the details like processing time, total records, success records, failed records, etc. as shown below. Once successful, the imported technicians will appear in the technician list page.

Block or Unblock Technician

Any Technician can be blocked or unblocked directly from the list page. To block or unblock technician, click the respective icons as shown below. Once a technician is blocked the icon turns to red color.

Convert Technician to Requester

You can convert a Technician to a Requester. This can be done using User icon from the list page. Once converted, all the pending work items assigned to this technician will be marked as unassigned.

Verify Technician via Email

When you create a technician, the system sends an email to verify the email address. The email address contains the link to reset the password. A technician can login to the system only after changing the password. To manually send the email, click on the Email icon.

Change Super Admin

In case a senior staff or Manager leaves/changes the Organization, there is a need to change the existing current Super Admin and assign other responsible person the rights of Super Admin.

In the list of Technicians, the first name is always of the Super Admin. In line to actions associated is the Change Super Admin feature as shown below:

To change the Super Admin,

1. Click the Change Super Admin icon and a popup appears.
2. Select the technician to whom you want to assign the Super Admin role.
3. You can also archive the current Super Admin using the checkbox to avoid using it again.
4. Once done, click Change and the Super Admin user will get changed.

Bulk Archive

This option enables you to archive multiple technicians in one go.
To archive multiple technicians in bulk,

1. Select the desired technicians.
2. Click on the Take Action dropdown.
3. Select the Archive option. A confirmation message appears. Click Yes to continue or No to stop the process. If Yes is clicked, the selected technicians will get moved to the Archive.

Integrations

Motadata supports integration of different third-party clients with the ServiceOps portal. This enables you to use the services of other applications and fulfill the requirements from the ServiceOps itself.

To view Integrations, navigate to Admin > Automation > Integrations.

The page provides the following tabs:

• Rest Integration: You can integrate the Rest API of third party application.
• App Integration: You can integrate the JIRA software with ServiceOps.
• Plugin: You can register and upload the required plugin for performing a specific task.
• Report Plugin: You can upload and use a plugin to generate some specific reports.
• Chat Plugin: You can upload and use a plugin to build a communication with the customer’s bot application.

Incident Schedule

Apart from using the predefined templates to create a request, there are some activities (Example: maintenance activity, audit) that have to be scheduled at regular intervals. With incident schedule, you can create such requests for future and keep the technicians informed about the upcoming events.

The system will use a scheduler to identify the date, time, and create a request. For example: If there is a maintenance job every Saturday, you can create a schedule for it targeting ‘Friday’. Hence, the concerned technicians will know in advance and start preparing to work on it.

To view the Incident Schedule page, navigate to Admin > Automation > Incident Schedule, and the below figure appears.

Here, you can do the following:

• Create Incident Schedule: You can create a new Incident Schedule.
• Enable or Disable: You can enable or disable the Incident Schedule from the list page. By default, it is enabled.
• Edit: You can edit the details of the Incident Schedule.
• Delete: You can delete the Incident Schedule. A confirmation message appears. Click Yes to continue or Cancel to stop the process.
• Grid: You can view the details of the Incident Schedule in the table.

Create Scenario

The page helps you to create a Scenario using which the technicians can perform certain tasks on a single click.

To create a Scenario, click the Create Scenario button on the top-right corner of the page.

Enter the following details:

Once all the details are filled, click Create and the Scenario gets created. Also, a confirmation message appears.

List Page

The list page displays all the available Scenarios. Also, you can view, create, edit, and delete them.

To view the Scenario list page, navigate to Admin > Automation > Scenario.

The page provides the following features:

1. Search: Search the Scenarios using keywords. This is a simple search that matches the keywords as it is.
2. Create Scenario: Create a new Scenario.
3. Grid: Displays a list of Scenarios along with their name, description, and status.
4. Enable: Indicates that the Scenario is in enabled state. You can click on it to disable the Scenario if required. By default, it is in enabled state.
5. Disable: Indicates that the Scenario is in disabled state. You can click on it to enable the Scenario.
6. Duplicate: Use the existing Scenario to create a new one. It helps in modifying the existing Scenario without breaking it.
7. Edit: Edit the existing Scenario to make changes in it. The page is exactly similar to the create page.
8. Delete: Delete the Scenario if required.

Scenario

Scenarios are a set of rules containing a series of steps that you can execute as per requirement. They are useful when the technicians need to carry out recursive actions. The technicians simply need to execute the required scenario, and the system automatically evaluates the rule with the content of the request. If the rule matches, the system takes the related actions towards it. Thereby, minimizing the time and effort incurred while performing the same tasks repetitively.

For Example: If you want to change the support level of the request to Tier 2 whenever the assigned technician group is Database Group or Server Management Group. You can create a Scenario with:
Condition: Technician Group In Database Group, Server Management Groups
Action: Set Support Level To Tier 2.
Once created, you can execute it from the Request Details page using the Scenario option.

Advantages

The advantages are:

• Saves time and energy required to perform a set of actions.
• Reduces the probability of human prone errors.
• A technician does not need to know or remember every single action required.
• From a process stand point, there is less deviation from the agreed standards.
• Conditions can be defined. The system will execute the action only when the conditions are matched.