General Settings

Add Support Method

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Support Method" tab.
  4. Click the "Add Support Method" button.
  5. Enter the following information:
    • Support Method: Way to be contacted by the support/operation team. Maximum 20 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list of “support method” in a list box.
  6. Click the "Create" button.

Edit Support Method

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Support Method" tab.
  4. Click the "Support Method" link you wish to modify.
  5. Update the information as needed:
    • Support Method: Way to be contacted by the support/operation team. Maximum 20 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list of lifecycles in a list box.
  6. Click the "Apply Changes" button.

Delete Support Method

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Support Method" tab.
  4. Click the option that you wish to delete.
  5. Click the "Delete" button.
  6. Click the "OK" button to confirm.

Add Support Group

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Support Method" tab.
  4. Click the “Add Support Group” button.
  5. Enter the following information:
    • Support Group: Group managing the asset. Maximum 30 char is allowed. Case insensitive.
    • Active: Status of the support group. If deactivate, this support group will not be shown in the Incident module.
    • Order: Sorting order (ascending) when showing the list of support groups in a list box.
  6. Click the "Create" button.

Edit Support Group

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Support Method" tab.
  4. Click the “Support Group” link you want to modify.
  5. Edit the following information:
    • Support Group: Group managing the asset. Maximum 30 char is allowed. Case insensitive.
    • Active: Status of the support group. If deactivate, this support group will not be shown in the Incident module.
    • Order: Sorting order (ascending) when showing the list of support groups in a list box.
  6. Click the "Apply Changes" button.

Note: Due to compliance, delete support group is not allowed. Please deactivate the support group instead.

Add Category

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Category" tab.
  4. Click the "Add Category" button.
  5. Enter the following information:
    • Category: The type of issue. Case insensitive.
    • Default Support Group: System will auto assign all issues under this category to this support group if not specified by user during incident creation.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Create" button.

Edit Category

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Category" tab.
  4. Click the “Category” link you want to modify.
  5. Edit the following information:
    • Category: The type of issue. Case insensitive.
    • Default Support Group: System will auto assign all issues under this category to this support group if not specified by user during incident creation.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Apply Changes" button.

Delete Category

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Category" tab.
  4. Click the “Category” link you want to delete.
  5. Click the “Delete” button.
  6. Click the “OK” button to confirm.

Add Impact

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Impact" tab.
  4. Click the "Add Impact" button.
  5. Enter the following information:
    • Impact: The severity of an issue. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Create" button.

Edit Impact

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Impact" tab.
  4. Click the “Impact” link you want to modify.
  5. Edit the following information:
    • Impact: The severity of an issue. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Apply Changes" button.

Delete Impact

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Impact" tab.
  4. Click the “Impact” link you want to delete.
  5. Click the “Delete” button.
  6. Click the “OK” button to confirm.

Add Urgency

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Urgency" tab.
  4. Click the "Add Urgency" button.
  5. Enter the following information:
    • Urgency: The urgency of an issue. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Create" button.

Edit Urgency

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Urgency" tab.
  4. Click the “Urgency” link you want to modify.
  5. Edit the following information:
    • Impact: The severity of an issue. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Apply Changes" button.

Delete Urgency

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Urgency" tab.
  4. Click the “Urgency” link you want to delete.
  5. Click the “Delete” button.
  6. Click the “OK” button to confirm.

Add Priority

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Priority" tab.
  4. Click the "Add Priority" button.
  5. Enter the following information:
    • Priority: The priority of an issue. Must be a number.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Create" button.

Edit Priority

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Priority" tab.
  4. Click the “Priority” link you want to modify.
  5. Edit the following information:
    • Priority: The priority of an issue. Must be a number.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Apply Changes" button.

Delete Priority

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Priority" tab.
  4. Click the “Priority” link you want to delete.
  5. Click the “Delete” button.
  6. Click the “OK” button to confirm.

Add Close Code

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Close Code" tab.
  4. Click the "Add Close Code" button.
  5. Enter the following information:
    • Close Code: Reason of closing an issue. Max 20 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Create" button.

Edit Close Code

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Close Code" tab.
  4. Click the “Close Code” link you want to modify.
  5. Edit the following information:
    • Close Code: Reason of closing an issue. Max 20 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Apply Changes" button.

Delete Close Code

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Close Code" tab.
  4. Click the “Close Code” link you want to delete.
  5. Click the “Delete” button.
  6. Click the “OK” button to confirm.

Add Response Level

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Response Level" tab.
  4. Click the "Add Response Level" button.
  5. Enter the following information:
    • Response Level: Response Level of an issue. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Create" button.

Edit Response Level

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Response Level" tab.
  4. Click the “Response Level” link you want to modify.
  5. Edit the following information:
    • Response Level: Response Level of an issue. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Apply Changes" button.

Delete Response Level

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Response Level" tab.
  4. Click the “Response Level” link you want to delete.
  5. Click the “Delete” button.
  6. Click the “OK” button to confirm.

Add RCA Type

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "RCA Type" tab.
  4. Click the "Add RCA Type" button.
  5. Enter the following information:
    • RCA Type: Root cause type. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Create" button.

Edit RCA Type

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "RCA Type" tab.
  4. Click the “RCA Type” link you want to modify.
  5. Edit the following information:
    • RCA Type: Root cause type. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Apply Changes" button.

Delete RCA Type

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "RCA Type" tab.
  4. Click the “RCA Type” link you want to delete.
  5. Click the “Delete” button.
  6. Click the “OK” button to confirm.

Add Change Risk

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Change Risk" tab.
  4. Click the "Add Change Risk" button.
  5. Enter the following information:
    • Change Risk: The risk of a change. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Create" button.

Edit Change Risk

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Change Risk" tab.
  4. Click the “Change Risk” link you want to modify.
  5. Edit the following information:
    • Change Risk: The risk of a change. Max 30 char is allowed. Case insensitive.
    • Order: Sorting order (ascending) when showing the list in a list box.
  6. Click the "Apply Changes" button.

Delete Change Risk

Steps:

  1. Navigate to the "Admin" tab.
  2. Select the "General Setting" option.
  3. Click the "Change Risk" tab.
  4. Click the “Change Risk” link you want to delete.
  5. Click the “Delete” button.
  6. Click the “OK” button to confirm.