New service

This form is used to create a new services.

Options:

• General
  • Service name - enter the service name.
    Tip:

    We recommend naming services that contain tickets (not just folders in the service tree) with a plural name, e.g. Leave Tickets, Improvement Ideas, etc.
  • Email - enter the service email from which notifications will be sent to requesters and members of the research team. The email can be entered as email address (e.g. support@alvao.com) or name-service <email-address> (e.g. Technical Support <support@alvao.com>). Separate multi-word names with a space, do not use commas, semicolons or other punctuation marks.
    Note:

    Do not use an email that is already assigned to a user.
  • Phone - enter the phone number of the main service provider.
  • Description - enter brief information about the service. The service description is displayed to requesters in the service catalog.
  • Process - select the process from the menu that will be used to process tickets in the service.
    Note:

    Process defines, among other things, the process of the solution and the visible ticket items.
  • Ticket tag prefix - specify the prefix of the ticket tag. The ticket tag has the format <prefix> ticket number<suffix>, e.g. T123ALVAO. The ticket tag is automatically included in the subject line of notifications and other messages and is used to associate the message with the correct ticket.
  • Ticket tag suffix - Enter the ticket tag suffix, see Ticket Tag Suffix.
  • Preferred language - the language of the service in which notifications are sent to service main solvers.
  • Time zone - the time zone in which all dates and times in notifications sent to the service main solvers will be reported.
  • Folder (tickets cannot be entered into the service) - Enable if you want to disable the creation of tickets in this service. A folder can have child services that can be used to insert tickets.
  • Require solver license - enable if you want to ensure that the service requires a solver license regardless of the SLA assignment to the Host user. If the service requires a license per solver, the license must cover all members of the solver team. Requesters then do not require any license. For more information, see License Service Desk.
  • Service shortcut - If you only want to create a shortcut that points to another service, enable this option and select the target service. Service team and Requesters are applied to the shortcut according to the target service.
    • ... - or select the service from the service tree.
    Note:

    Once a service is created, this option cannot be changed.
• Service catalog - Setting the appearance of the tile in the service catalog in the WebApp, setting keywords, order in the tree, and default ticket templates.
• Objects - select the objects on which the service will appear in the service menu to create a new ticket.
• Message loading - setup loading messages from the mailbox.
• Extended - setting the processing flow of the ticket.
• Notification - setting to send automatic notifications about the occurrence and progress of tickets for the service being edited.
• Other - manage custom service items

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