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Slide 2 CCS Service Request Crow Canyon Systems Slide 3 Installation Folder Structure Setup and Configuration Initial Service Request Process Listen For more information at any point, click on the audio icon in the bottom right corner of the slide. Slide 4 Locate the install.exe in your download and open. This will start the automated Installation process. The installation will install the program (.dll) Load the Application folders into your specified location in Public folders Set up permissions for the application folders See the Install Manual for more details on permissions. Listen Slide 5 Application Folder Top level folder for application Global Folders Applies across all service areas Service Area Folders Department level folders for storing tickets and setting service area configurations Listen Slide 6 Add Named Seats Configure a Service Area Ticket Setup Ticket Detail Templates Notifications Other Listen Slide 7 Select the License folder at the Service Area level Open License Utility Click Add new named seat Select user from global address list Close and Save As a named seat you can now configure the service area settings Listen Slide 8 Select the General Utilities folder Within General Utilities you can: Define ticket header and color scheme Define fields on the tickets Develop messages to the end-users Listen Slide 9 Open Ticket Colors Utility Change the title by typing over it Pick your color scheme Listen Slide 10 What fields on am I defining? Category and type of requests Subject of the request fields Listen Slide 11 Open List Manager Utility Set up subject fields by typing over label Type in subjects in text boxes, if combo, fill in related items Change status list, cause of problems and priority as needed Listen Slide 12 Click Change Category/Type lists Choose link or unlinked Type in Categories in text boxes. Type in related types within categories Close and Save Listen Slide 13 Set up Required Fields Fields you require the user to fill in before submitting ticket Define your standard messages that pop-up when user opens a ticket (for example Welcome to our new ticket system) You have now set up your customized ticket form! Listen Slide 14 What is it? A way to predefine what will appear in the Detail area of the ticket Examples: Text which asks for specific information Links to existing electronic forms or Web pages Links to organizational policies related to the request Listen Slide 15 Select Templates Utility Select Action, New SR Template on top tool bar Pick Category and Type related to the request Fill in text and add hyperlinks to forms or policies Save Template. Listen Slide 16 Utility to direct application to send emails during service request process Set up notifications at: Ticket Submission Assignment Completion Notify: Requester Staff Other. Listen Slide 17 Used mostly for emergency notifications Set up by Category and importance One or many recipients Can also send: Pager Cell text msg Email Listen Slide 18 Closes loop with requester upon completion Also can include satisfaction survey link Listen Slide 19 In Service Request folder hit new for a new ticket fill out and submit Move to Facilities folder to open and assign. Move to Assigned Tickets Folder to complete Ticket moves to Completed ticket folder That was it! Listen Slide 20 Thank you for reviewing this guide For more information please refer to our Administrators Guide and review other supporting documentation at http://www.crowcanyon.com/support/support.asphttp://www.crowcanyon.com/support/support.asp Need help? Submit a support ticket at http://www.crowcanyon.com/support/support_ticket.asphttp://www.crowcanyon.com/support/support_ticket.asp Or contact us at 925 478-3110. Listen Crow Canyon Systems